Helpdesk Co-ordinator

Job Type:
Permanent
Job Sector:
Admin, Secretarial
Region:
London
Location:
The County Hospital, Hereford
Salary:
£2,000 to £2,000 per annum
Salary Description:
Up to £20,000 depending on experience
Posted:
25/01/2019
Recruiter:
Sodexo
Job Ref:
SDX/TP/RF2257/KS

Sodexo Healthcare are currently looking to recruit an experienced Helpdesk Co-ordinator to co-ordinate the integrated helpdesk at The County Hospital, Hereford ensuring user requests are recorded, allocated and monitored to completion in accordance with contractual obligations and the relevant policies and procedures. 

Reporting to the Estates Manager, you’ll maintain and update the helpdesk systems and the provision of management information, reports and statistical analysis, ensuring sufficient data is captured to enable a response to be provided.

Sodexo Healthcare is a leading provider of services to the NHS and private healthcare organisations in England. We provide quality of life services that improve patient and staff experience, raise standards and deliver financial benefits to our clients. We help to enhance the patient environment (including patient dining, cleaning/housekeeping, retail services), provide clinical support (equipment sterilisation) and manage technical estates teams (estates management, asset management, land maintenance and energy management).
Package descriptionAs part of our commitment to improving the quality of life for our employees, Sodexo offers a Flexible Benefits Scheme, allowing you to tailor a reward package to suit your needs but includes a technology scheme, private dental insurance, travel insurance, gym membership, Gourmet card, private medical insurance and the ability to purchase or sell annual leave. We also have a Sodexo Discount scheme, which offers employees and their friends and family the opportunity to benefit from over 1,200 discounts from top retailers both online and in-store.

40 hours per week, predominately Monday – Friday, but flexibility will be required
Main responsibilities
Respond to incoming Helpdesk enquiries and requests (calls/emails) ensuring an appropriate and professional response is provided at all times
Accurately record each request requiring a service response within the relevant helpdesk system
Ensure that resource allocation in accordance with competencies and discipline
Monitor of requests to include timely escalation of potential and actual breach of target response times
Respond to emergency alerts, adhering to the relevant procedure for resource allocation and ensuring accuracy of data recorded on the helpdesk system
Adherence to systems in place for maintaining service records
Adherence to policies and procedures relating to the administration and operational management of the helpdesk service and associated systems
Administration and update of CAFM, CARPS and switchboard software and systems
Provision of management information and performance reports as required
Liaise with the Sodexo Operational Teams, Project Team and sub-contractors
Establishment and maintenance of effective communications and working relationship

Ideal candidate
Articulate and confident communicator, with the ability to develop and maintain effective working relationships
Strong customer service skills
Proficient in the use of IT systems
Attention to detail, with a commitment to continuous improvement and service excellence
Flexible and adaptable approach to working within the changing needs of the business

About the companyIn the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.

**Keywords**

Admin, Co-ordinator, Helpdesk, Customer Service, Rapid response, Hard FM

Contact Details:
Sodexo
Tel: 01276 687 000
Contact: Katie Shaw
Email:

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