Switchboard Analyst

Mitie Group plc.; Carlisle; On-site; GBP 24,000 - 27,000; Full time

Job summary

A reputable facilities management company is seeking a Switchboard/Helpdesk Analyst to manage calls promptly while ensuring facility operations run smoothly. This role involves operating a switchboard console, responding to emergency situations, and coordinating communication among staff. Ideal candidates will have a strong background in customer service, possess excellent communication skills, and be comfortable using CAFM systems. The position offers a full-time permanent contract with a salary range of £24,937 - £26,598.

Qualifications

• Helpdesk/Customer Service background is essential.
• Excellent customer service skills required.
• Must have computer skills and the ability to work unsupervised.

Responsibilities

• Answer all calls to the Switchboard in a timely professional manner.
• Operate the switchboard console and accurately record changes.
• Compile daily sheets for clinical on-call staff.

Skills

Excellent communication skills

Excellent telephone manner

Good organisational ability

Customer Service training

Computer skills

Education

GCSE English

Tools

Planet (or similar CAFM systems)

Switchboard consoles

Job description

Overview

Job Title: Switchboard/Helpdesk Analyst
Salary: £24,937 - £26,598
Contract: Permanent
Type of Employment: Full Time
Hours: 37.5 Hours Per Week
Location: Cumberland Infirmary - Carlisle
This job description is not exhaustive and other duties and responsibilities of a similar level and nature may be required from time to time.

Main Duties and Responsibilities

• Answer all calls to the Switchboard in a timely professional manner adhering to the strict SLAs. Routine calls within 18 seconds, Emergencies within 10 seconds.
• Operate Realtis switchboard consoles and DSWin telephone systems. Accurately record changes for DSWin directory on Call Logger change form for monthly SPAMS.
• Operate bleep system for routine calls and to put out Emergency call alerts completing appropriate Emergency alert form with accurate details.
• Point of contact for site wide communication system for all FM resources, radios, bleeps and mobiles.
• Carry out Emergency phone tests and Emergency Test Bleeps daily at times specified for each test.
• Fire alarm panel activations to be read, immediately passed via radio to Fire Team and dial 999 for Fire brigade.
• Action Call out procedures for Theatre Staff, Estates and Trust on call staff.
• Action faults on telephone switch to maintenance provider.
• Action various emergency protocols including but not limited to Power Failures, Intruder alarms, Power dips, Staff Attack alarms, Fridge alarms, Medical Gas systems.
• Compile daily sheets for Clinical on call staff for both CIC & WCH sites from on call lists supplied and Trust's intranet and circulate to agreed areas.
• Issue of bleeps to Clinical staff on call recording details on form for monthly SPAMS.
• Key issue from key cabinets to authorised personnel and ensuring keys are returned. Log details on form for monthly SPAMs.
• Analysis of customer/system data to inform and instruct others to undertake their duties in a proficient and efficient manner.
• Answer Helpdesk calls for Estates Department out of office hours, log the call into the CAFMs system prioritise & allocate Estates resources as necessary.
• Answer Helpdesk option 3 calls for caller who are unsure of who they want and either log or divert call to appropriate area.
• Update CAFMs system from Specialist Hygiene team work orders and close out calls appropriately.
• Log Complaints calls in the CAFMs system and forward to appropriate manager.
• Log sickness reports from Interserve staff and advise appropriate department.
• Lock and Open doors on the Sateon site door security system, logging all requests in CAFMs system.
• Respond to Sateon system door alarms and advise appropriate staff.
• Respond to Pay on Exit car park issue phone, record details and pass to appropriate department.
• Train, support and mentor new starters to department in all roles and responsibilities.
• Identify required changes to forms and procedure and inform Asset & Communications Coordinator for action.
• Log department staff sickness reports out of hours and ensure shifts are covered, if necessary arrange cover by contacting colleagues.
• Remain up to date with all procedures and training as and when changes occur.

Person Specification

Education / Qualifications / Training

• Computer Skills
• Numerate
• Customer Service Training
• GCSE English

Knowledge & Experience

• A Helpdesk/Customer Service background
• Excellent Customer Service skills
• Planet (or Similar CAFM systems)
• Switchboard Consoles

Skills & Abilities

• Excellent communication skills (written and verbal)
• Excellent telephone manner
• Ability to work unsupervised or as a part of a team
• Good organisational ability and attention to detail
• Computer skills
• Able to assess and prioritise work
• Good listening skills
• Good standard of written/oral English
• Working in a demanding office environment

Personal Qualities

• Reliable, flexible and adaptive
• Able to work under pressure in a calm manner
• Positive and professional manner and attitude at all times
• Self motivated and uses own initiative