Knowledge Knowledge of IT systems Knowledge of facilities services Understanding of the Healthcare Structure Understanding of facilities processes Skills Good oral communication Works accurately with attention to detail Exercises initiative in judgements involving straightforward job-related situations, but applies the correct balance between using initiative and seeking direction or guidance Able to recognise and prioritise urgent tasks Able to follow Standard Operating Procedures accurately Motivated and holds a positive attitude to teamwork Able to assimilate new information and implement new/revised work procedures Ability to organise own work tasks and activities Ability to coordinate with other support workers Calm and logical under pressure and able to cope with frequent interruptions and changing priorities Able to work well in a team Able to work with IT systems Good interpersonal skills Experience Help Desk or Call Centre experience Working within healthcare environments Providing support to operations teams and internal/External customers Working remotely with onsite supervision Staff To work as part of the Facilities Team providing facilities services to the Royal Cornwall Hospital Help Desk Operator (Including knowledge, skills, health & safety and quality systems) Liaising with the Team Leaders and Facilities Staff to provide support to facilities operations. Provide front line support to patients, visitors, and staff Prioritising urgent tasks and informing customers on progress or delays Issuing, monitoring and completion of facilities tasks Safe use of office equipment Operating within the quality management system Use of two-way radio system Understanding and reporting on Building Management System alarm Prioritising the Security team in response to emergencies and the Porters, liaising with Switchboard in the event of a Fire Alarm. Switchboard To be willing to train and provide cover and support on Switchboard as and when required including the handling of telephone calls, emergency calls, bleeps and alarms. Safety To work in a safe manner, in accordance with the Trust and Facilities safety policies, using Personal Protective Equipment and other control measures when required To work safely with office equipment To attend annual mandatory security, safety, fire and manual handling training To observe the immunisation policy of the Trust To report accidents and near misses according to the Trust protocol Observing departmental policies on Manual Handling procedures, violence, and aggression Compliance with Health and Safety Policy Observing waste disposal protocols Observing departmental and Trust rules on security Communication To provide and receive routine information orally and electronically to inform work colleagues and other health care staff To provide updates to customers, staff and managers on tasks, issues and problems as required To liaise with the customer when the request is not actionable To attend regular briefings, meetings and Team meetings as required Responsibility for financial and physical resources Responsibility for the security of the helpdesk and switchboard environment.