The Facilities Directorate has a vacancy to provide accurate, efficient, and effective Service Desk and Administration support to Northampton General Hospital NHS Trust, the wider customer population, and associated suppliers. Where possible, providing our customers with first-line technical advice through the use of remote support tools.
Areas of focus within the Directorate include, but are not limited to, the Estates Service Desk via a Computer Aided Facilities System (CAFM), administrative services in support of Estates and Facilities Contract Management, alongside general administrative support.
Responsibilities include:
1. Providing effective, accurate, efficient, and direct customer service for the Estates and Facilities Service Desk and its wide range of customers via telephone and other electronic means.
2. Acting as the interface between the services and the customers, providing excellent customer care, guidance, and advice.
3. Deploying services as and when required to ensure the most effective and secure use of systems and services.
4. Providing a timely response through 'first time' analysis, triage, and resolution to all calls received at the Service Desk using remote support tools and departmental procedures.
5. Ensuring the accurate logging of calls and effective management of calls logged, escalating these in a timely manner when needed.
6. Performing administration support to the department in both general admin and contract support admin, alongside assisting the Executive PA when required, including taking Notes of Meeting for Estates technical committee meetings.
7. Assisting in the implementation and development of Service Desk procedures and policies, including contributing to self-help guidelines for users of the service.
8. Contributing to the overall improvement of the Estates and Facilities Service Desk service function.
9. Creating and supplying reports for the Directorate arising from data within the Service Desk system.
10. Assisting in maintaining an accurate and effective inventory of Service Desk hardware and software.
11. Ensuring operational stock levels are maintained and daily business processes are followed.
12. Identifying and alerting senior staff and service management to potential problems from trends or repeat incidents as derived from the service desk function.
13. Processing regular activity-based reports to support service needs and management information requests.
14. Participating in the Service Desk cover rota as necessary.
15. Demonstrating commitment to flexible working patterns to meet the needs of the service and staff.
16. Tackling discrimination and harassment and promoting equality and diversity in the workplace.
17. Taking responsibility for personal development and education within the department.
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values:
1. Compassion
2. Accountability
3. Respect
4. Integrity
5. Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled, and LGBTQ+ backgrounds as these are underrepresented in our hospitals. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
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