Help Desk Operator/ Admin - Helpdesk Department

In this role you will be responsible for the following:

• Receive and process telephone requests for maintenance, utility work, complaints and complements, general requests and enquiries, transcribing telephone based voicemail calls. 
• ​​​​​​​ Ensuring all internal and external telephone requests or enquiries are dealt with in an efficient, effective and professional manner.
• Manage and maintain facilities/estates bases software (C4C/Eclipse), providing customer feedback on reported defect progress on request.  Tracing jobs where job numbers have been mislaid/lost.  Archiving all defects and planned preventative maintenance tasks
• Proficient in the use of the company email, voicemail systems and internal and external paging system.
• Responsible for site paging system equipment, i.e. Assessing all reported faulty pages replacing where necessary, replacement of batteries, lost/stolen pages reported and replaced
• Dealing with requests/compliments/complaints from managers (all levels), staff, visitors, patient clinical and non-clinical staff, customers and contractors enquiries via the front desk. 
• Responsible for ID badge processes.  i.e. Updating electronic ID request form, diarising all appointments, checking information and inputting data, taking photographs and printing off ID badges, recording, logging and filing information and allocation of badges.
• Ensuring all visitors sign in and out and are provided with visitors ID badges in line with hospital security procedures.
• Reporting any defects to relevant on and off-site maintenance companies, recording calls and job references and ensuring follow up calls where necessary.
• Input all job request/complaint etc in call logging system ensuring job number is assigned to each call logged and assign jobs to the relevant department prioritising requests as appropriate.  Ensure follow up calls for any outstanding jobs to ensure job closure.
• Assist in applying standard job times to utility tasks and prioritising jobs as required.
• Collate call logs weekly using electronic spreadsheet.
• Prioritise and forward emergency jobs to appropriate Supervisor for allocation to relevant staff. 
• ​​​Revert to manual process of written and verbal communication in the event of electronic system failure.
• File and maintain rolling five years of records for all jobs logged.
• Collate daily statistical data on job logging reports necessary for completion of monthly management report on performance.
• Maintain/record stationary stock levels, re-ordering where necessary.
• Liaise with staff/ patients/customers to complete customer feedback surveys.  Collating and inputting data collected from the surveys for inclusion in monthly managerial report.
• Update as necessary and distribute daily domestic and catering quality data recording sheets to all ward/department.  Collate recorded information ensuring anomalies are highlighted to relevant supervisor/manager to ensure closure.
• Ensure all staff personnel files are kept up-to-date and filed in chronological order.
• Cash handling – Ensure safe cheque is completed as per policy, and that money is signed both in and out by relevant nominated staff members.
• Distribute in-coming mail, Ensure outgoing mail is correctly addressed and delivered to mail room.  Complete recorded delivery notes as required and ensure delivery to mail room.
• Manage electronic diary system for booking of all function rooms, reverting back to manual process of written/verbal communication in the event of failure of system.
• Ensuring all catering hospitality requests are logged and processed in line with procedure.
• Responsible for the update and distribution of patient menus, completing individual patient therapeutic diet request cards and ensuring all collected/collated data is inputted daily to requested patient catering deadline.
• Responsible for contacting selected wards throughout the site daily to obtain patient menu requirements for lunch, supper and any other requirements such as packed lunches and special dietary needs. 
• Responsible for prioritising utility jobs (portering), ensuring all jobs are passed to the appropriate member of staff, all paperwork is signed off, and closure recorded, filed as procedure and collate statistics for end of month report.
• Responsible for ordering/distribution of uniforms for all facilities staff on-site, ensuring all requests are completed in line with policy, updating staff database and ensuring monthly stock take is completed.
• Responsible for ordering/distribution of nurses/auxiliary uniforms for the North East Sector, ensuring all requests are completed in line with policy and database updated, ensuring monthly stock take is completed.​​​​​​​ 
• All management administration e.g. Letters, memo’s, spreadsheets.​​​​​​​

Informal Contact: Robert MacGregor, Contact Number 01412013888, Email Robert.macgregor@ggc.scot.nhs.uk.

Details on how to contact the Recruitment Service can be found within the Candidate Information Packs.   

​​​​​​​Due to the anticipated response to this post it may close before the closing date noted on the advert therefore once you start your application form please complete it immediately.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.​​​​​​​

By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We support applications from across the Armed Forces Community, recognising military skills, experience and qualifications during the recruitment and selection process.