Facilities Management jobs in Grande-Bretagne

Mersey Care NHS Foundation Trust celebrates diversity and promotes equal opportunities; we are committed to challenging and eliminating racism and other forms of discrimination and advancing and promoting equality of opportunity in the provision of services and creating an inclusive environment for all employees. We believe that everyone has the right to be treated with dignity and respect. We take positive action to support disadvantaged groups and also particularly encourage applications from ethnically diverse, disabled and LGBTQIA+ people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces personnel as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.

To provide 1st / 2nd line support as part of the Service Desk function. This role is highly visible, and requires a combination of technical skills, customer care, and business awareness – the Service Desk being the single point of contact for all customer communications. The post holder will be required to respond to service desk phone calls, monitor other routes to the Service Desk, record incidents following clearly defined procedures, and resolve the majority of incidents at first point of contact. The role encompasses reactive and proactive elements of Incident management as defined in the IM Incident Management process. Previous applicants need not apply.

1. Handle Service Desk telephone calls, recording all new incidents using the minimum data set, and updating existing incident records with any new information received.
2. Monitor other communication routes to the Service Desk, e.g., mailbox, self-service tool, ensuring new incidents are recorded and customer queries are dealt with promptly.
3. Categorise and prioritise incidents and service requests according to guidelines detailed in the Incident management process.
4. Provide 1st line support, resolving the majority of incidents at first point of contact, using remote support tools where applicable to achieve this.
5. Resolve incidents not resolved at first point of contact due to the lengthy nature of the fix and, where requested, assist with the 2nd-line support queue.
6. Assign unresolved incidents to the appropriate specialist resolver group.
7. Log incidents with third-party vendors and take ownership of third-party incidents until resolution.
8. Liaise with the Connecting for Health Service Desk (or LSP) to raise incidents relating to National Applications: completion of triage forms; monitoring and tracking of all incidents raised with the CfH Service Desk until resolved.
9. Responsible for monitoring and tracking all incidents and service requests ensuring incidents are resolved within Service Level Targets.
10. Communicate updates and service disruptions to users, selecting the most appropriate communication tool (e.g., email, intranet), and providing an estimated resolution time where possible.
11. Escalate major incidents to the appropriate team and contribute to major incident reviews where appropriate.
12. Identify multiple instances of incidents of a similar nature and escalates to the appropriate team.
13. Record appropriate resolution details in the service management software, selecting the relevant resolution categories – contributing to the IM Knowledge Base.
14. Resolve incidents where possible, ensuring the customer is satisfied beforehand.
15. Conduct user satisfaction surveys under the instruction of the Service Desk Manager.
16. Perform Active Directory administration duties, including password resets, account administration, and adding and administering permissions and security groups.
17. Perform email (including MS Exchange, NHS Mail) administration duties, such as mailbox creation, updating email distribution groups, and adding and administering public folders and calendars.
18. Provide training to new starters or less experienced Service Desk staff.
19. Work as part of a 24-hour Service Desk, which may involve evening and night work.

Please ensure you check the email account from which you apply for all correspondence. All information regarding your application will come from apps.trac.jobs not NHS Jobs.

Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview.

As a Disability Confident Employer, we offer a guaranteed interview scheme for applicants who consider themselves to be disabled and meet the minimum (essential) criteria for the role in the person specification. If you would like your application to be considered under the Trust's guaranteed interview scheme you can indicate this in the personal information section of your online application form.

Flexible working requests will be considered for all roles.

We reserve the right to close any vacancies from further applications when we have received a minimum number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.

The Trust expects all post holders who require an enhanced DBS for their role and work in Children's & Young People services to subscribe to the DBS Update Service. You will be required to enrol for this service for a fee of £16 per year and maintain registration. Trans applicants who require a DBS check and do not want to reveal details of their previous identity can contact the DBS Sensitive Applications Team (01516761452 or email dbs.sensitive@merseycare.nhs.uk) with their application number once they have completed their DBS application form. The team can prevent any previous identity showing on the DBS Certificate, unless the applicant has a conviction under their previous details in which case this will need to be disclosed.

Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website – https://www.gov.uk/check-uk-visa.

Please be advised that the use of Artificial Intelligence on applications is monitored and if you choose to use this, you must declare this on your application form.

Founded in October 2006, NHS Informatics Merseyside is an established NHS healthcare technology organisation based in Mersey, North West England. Our role is to ensure technology and innovation is used effectively as an enabler to better health and care – helping to drive efficiency and support new models of care through improved and more collaborative ways of working. We are proud to be one of only two health care organisations globally to achieve 4 star certification from the Service Desk Institute. (SDI) SDI's Service Desk Certification programme is the only industry, standard based accreditation programme designed specifically to certify service desk quality.

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.

We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.

At the heart of all we do is our commitment to 'perfect care' – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.