Job summary Facilities Directorate have 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 supplier. 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 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. Main duties of the job Provide effective, accurate, efficient and direct customer service for the Estates and Facilities Service Desk and it's wide range of customers, via the telephone and other available electronic means. To act as the interface between the services and the customers providing excellent customer care, guidance and advice, and deploying services as and when required to ensure the most effective and secure use of systems and services. To work to provide a timely response through "first time" analysis, triage and resolution to all calls received to the Service Desk using remote support tools and departmental procedures and to ensure the accurate logging of calls and effective management of calls logged, escalating these in a timely manner when needed. To perform administration support to the department in both general admin and contract support admin alongside assisting the Executive PA when required and also includes taking Notes of Meeting for Estates technical committee meetings. About us 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 Compassion Accountability Respect Integrity 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. Date posted 08 November 2024 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year per annum / pro rata Contract Permanent Working pattern Full-time Reference number 265-6727715 Job locations Northampton General Hospital NHS Trust Cliftonville Northampton NN1 5BD Job description Job responsibilities Act as the interface between the services and the customers providing excellent customer care, guidance and advice and deploying services as and when required to ensure the most effective and secure use systems and services Aim to provide a timely response through first time analysis, triage and resolution to all calls received to the Service Desk using remote support tools and departmental procedures To take and produce accurate Notes of Meeting for Estates Technical meetings. Ensure the accurate logging of calls and effective management of calls logged, escalating in a timely manner when needed Assist in the implementation and development of Service Desk procedures and policies including contributing to self-help guidelines for users of the service Contribute to the overall improvement of the Estates and Facilities Service Desk service function Create and supply reports for the Directorate arising from data within the Service Desk system Assist in maintaining an accurate and effective inventory of Service Desk hardware and software Perform administration support to the department in both general admin and contract support admin along with associated duties for the Service Desk and the Executive PA to the Director of Facilities Ensure operational stock levels are maintained and daily business processes are maintained Identify and alert senior staff and service management to potential problems from trends or repeat incidents as derived from the service desk function Processing of regular activity-based reports to support service needs andmanagement information requests Responsible for performing regular security tasks To provide information to auditors during routine inspections around Service Desk related processes Participate in the Service Desk cover rota as necessary Demonstrate commitment to flexible working patterns to meet the needs of the service and staff Tackle discrimination and harassment and promote equality and diversity in the workplace Reduce sickness absence, workplace accidents and promote zero tolerance on violence against staff Take responsibility for personal development and education within the department. Job description Job responsibilities Act as the interface between the services and the customers providing excellent customer care, guidance and advice and deploying services as and when required to ensure the most effective and secure use systems and services Aim to provide a timely response through first time analysis, triage and resolution to all calls received to the Service Desk using remote support tools and departmental procedures To take and produce accurate Notes of Meeting for Estates Technical meetings. Ensure the accurate logging of calls and effective management of calls logged, escalating in a timely manner when needed Assist in the implementation and development of Service Desk procedures and policies including contributing to self-help guidelines for users of the service Contribute to the overall improvement of the Estates and Facilities Service Desk service function Create and supply reports for the Directorate arising from data within the Service Desk system Assist in maintaining an accurate and effective inventory of Service Desk hardware and software Perform administration support to the department in both general admin and contract support admin along with associated duties for the Service Desk and the Executive PA to the Director of Facilities Ensure operational stock levels are maintained and daily business processes are maintained Identify and alert senior staff and service management to potential problems from trends or repeat incidents as derived from the service desk function Processing of regular activity-based reports to support service needs andmanagement information requests Responsible for performing regular security tasks To provide information to auditors during routine inspections around Service Desk related processes Participate in the Service Desk cover rota as necessary Demonstrate commitment to flexible working patterns to meet the needs of the service and staff Tackle discrimination and harassment and promote equality and diversity in the workplace Reduce sickness absence, workplace accidents and promote zero tolerance on violence against staff Take responsibility for personal development and education within the department. Person Specification Knowledge and Experience Essential A sound working knowledge of the Microsoft Office Suite including Word, Excel, Outlook and Powerpoint Experience of working in a Service Desk role and a busy open plan office Desirable Experience of operating and producing reports from a CAFM system Experience of the NHS Understanding of Information Governance and Data Protection Act Educations, Training and Qualifications Essential GCSE in Maths and English NVQ in Customer Services Desirable IT Qualification Skills Essential Ability to cope well under pressure in ever changing situations Analytical problem solving skills Excellent communication skills Excellent keyboard skills Ability to demonstrate the safe and correct use of IT equipment/systems Ability and experience to take and produce accurate Notes of Estates Technical meetings Desirable Good organisational skills and sense of responsibility Ability to quickly and accurately relay information Person Specification Knowledge and Experience Essential A sound working knowledge of the Microsoft Office Suite including Word, Excel, Outlook and Powerpoint Experience of working in a Service Desk role and a busy open plan office Desirable Experience of operating and producing reports from a CAFM system Experience of the NHS Understanding of Information Governance and Data Protection Act Educations, Training and Qualifications Essential GCSE in Maths and English NVQ in Customer Services Desirable IT Qualification Skills Essential Ability to cope well under pressure in ever changing situations Analytical problem solving skills Excellent communication skills Excellent keyboard skills Ability to demonstrate the safe and correct use of IT equipment/systems Ability and experience to take and produce accurate Notes of Estates Technical meetings Desirable Good organisational skills and sense of responsibility Ability to quickly and accurately relay information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Northampton General Hospital Address Northampton General Hospital NHS Trust Cliftonville Northampton NN1 5BD Employer's website https://www.northamptongeneral.nhs.uk/Home.aspx (Opens in a new tab)