Detailed job description and main responsibilities

The post holder will:

• Assist in the day to day operation of the Helpdesk by acting as the point of contact for all maintenance and repairs enquiries relating to all Atlas functional departments, including the estates department.

• Log all requests via the Computer Aided Facilities Management (CAFM) system, QFM and / or other appropriate software and ensure that all relevant information is obtained and recorded.

• Ensure that all requests are categorised accurately and are prioritised in accordance with the corresponding, appropriate impact and urgency scores.

• Provide help desk support and resolve queries in a timely manner and in line with Atlas standards, procedures and contractual service level agreements.

• Ensure that all incidents are assigned within the contractually agreed timeframe to ensure compliance with the KPI.

• Provide support and advice to the Helpdesk service users including Atlas staff and NHS Client Trust staff. • Maintain contact with contractors and suppliers as required, arrange attendance to site to maintain or repair equipment and or buildings, under direction of appropriate persons, recording information via the internal logging system.

• Ensure that all owned requests are resolved.

• Monitor the various system and escalate requests where a satisfactory resolution has not been provided, or where a higher level of management input is required.

• Liaise with manager, as appropriate, to ensure the correct logging of time on jobs for staff utilisation and that all data is accurate and correct for staff utilisation reports.

• Use effective communication to proactively manage customer expectations

• Work effectively as part of the Help Desk team, assist team members where possible and contribute to meeting the team’s targets.

• Investigate and analyse any re-opened calls.

• Remain calm and professional at all times whilst dealing with customers and team members and aim to consistently provide a high level of customer service and satisfaction.

• Be expected to work flexibly to provide cover for the help desk when required.

• Develop effective working relationships with both Estates and External points of contact.

• Be expected to work in accordance with call handling procedures to ensure that all calls are effectively resolved.

• Manage and maintain electronic and paper records / documentation as appropriate to the role and in line with Atlas policies.

• Update CAFM, QFM, with out of hours jobs from on call engineers as necessary.

• Be expected to be the first point of contact for visitors to the Estates Department and will be responsible for ensuring that all visitors sign in, putting them in touch with the appropriate staff contact and issuing keys and security passes as required.

• Respond to all general telephone enquiries, received via the company’s website enquiry line number and provide telephone support, signposting, practical advice and guidance as appropriate.

• Ensure that relevant and appropriate documentation is kept up to date.

• Always provide client focused business support

• Contribute to the Divisional Objectives setting activities on an annual basis

• Demonstrate effective communication skills, being able to communicate with different types of people, including clients, visitors, external third-party contacts, senior managers and staff from other departments.

• Where appropriate, be able to conduct oneself in meetings professionally and be able to be entrusted with sensitive information. • Attend staff meetings when required.

• Contribute to achieving and maintaining quality outcomes and standards.

• Ensure compliance with Data Protection Act and General Data Protection Regulation principles and promote Information Governance. Please note: Each member of the Atlas team is personally responsible for ensuring the confidentiality of information and for complying with all the requirements of the Data Protection 6 Act whilst carrying out the duties of the post. Any breaches in confidentiality will be dealt with by the Atlas’ Disciplinary Procedure and may result in dismissal.

• Ensure that work is undertaken in line with appropriate policies, procedures and Standard Operating Procedures (SOPs).

• Ensure that all official records are maintained.

• Where appropriate, deal and respond efficiently with any concerns or complaints in line with the Atlas complaints procedure.

• Attend any training courses as deemed necessary by Atlas’ management and identify own personal training requirements and opportunities. Keep knowledge and skills up to date with any appropriate Continuing Professional Development (CPD) and participation in the Atlas Mandatory Training programme as appropriate.

• Any other duties deemed commensurate with the post.