Helpdesk Operator

Job overview

Previous applicants need not apply

We are looking to recruit  Helpdesk Operators to work as part of an established team.

You will be working as part of 8888 Helpdesk covering Hard & Soft FM services - taking calls, logging jobs, dealing with enquiries, working as part of a team.

Note : This is a 24 hour post covering days/nights/weekends - applicants must be willing to work over all shift patterns

Base location is Aintree and Royal Liverpool sites, but the service covers all sites

The postholder will be using a CAFM system (computer aided facilities management).  There is a requirement to wear headphones and multi-task - call handling/entering details.

• This post is open to employees of the five LAASP organisations. As part of your application, you will be asked to confirm that you are a current employee of The Clatterbridge Centre, Liverpool Heart and Chest Hospital, Liverpool University Hospitals, Liverpool Women’s Hospital or, The Walton Centre.

Main duties of the job

To provide a customer focused service, dealing with all client / customer requests, and dealing with complaints in an efficient and sensitive manner

Receive and process customer telephone requests to ensure the timely and effective completion of work, in accordance with the service level specification.

Ensure that the relevant information is logged on the CAFM database to enable the accurate transfer of information to the appropriate department for action. Provide the department with a task number, and detail to the caller the priority given to their call.

Ensure recording of appropriate records on the CAFM, showing a clear timeline of events for each task.

Regularly review logged calls on the database, to monitor completion times, and ensure feedback is given to the caller in relation to their request.

Follow the logging procedures for the whole unit and be the focal point for all calls.

Responsible for passing on instructions to staff, recording such action in response to calls requests etc., so to enable the contract to fulfil its performance targets.

Update CAFM with service and fault reports received from contractors

Detailed job description and main responsibilities

Note : This is a 24 hour post covering days/nights/weekends - applicants must be willing to work over all shift patterns

The Helpdesk operator will operate in a busy and challenging environment maintaining high standards of customer care, which is central to the role.

This is an active and visible role requiring excellent customer relationship skills. Working as part of a Team, the Helpdesk Operator will be expected to positively contribute to the performance of the business and build strong relationships with colleagues, staff and contractors.

Helpdesk

To provide a customer focused service, dealing with all client / customer requests, and dealing with complaints in an efficient and sensitive manner

Receive and process customer telephone requests to ensure the timely and effective completion of work, in accordance with the service level specification.

Ensure that the relevant information is logged on the CAFM database to enable the accurate transfer of information to the appropriate department for action. Provide the department with a task number, and detail to the caller the priority given to their call.

Ensure recording of appropriate records on the CAFM, showing a clear timeline of events for each task.

Regularly review logged calls on the database, to monitor completion times, and ensure feedback is given to the caller in relation to their request.

Follow the logging procedures for the whole unit and be the focal point for all calls.

Responsible for passing on instructions to staff, recording such action in response to calls requests etc., so to enable the contract to fulfil its performance targets.