Switchboard​/Helpdesk Analyst

Job Title:

Switchboard/Helpdesk Analyst
Salary: £24, - £26,

Contract:

Permanent
Type of Employment:
Full Time

Hours:

37.5 Hours Per Week

Location:

Cumberland Infirmary - Carlisle

This job description is not exhaustive and other duties and responsibilities of a similar level and nature may be required from time to time.

• Answer all calls to the Switchboard in a timely professional manner adhering to the strict SLAs. Routine calls within 18 seconds, Emergencies within 10 seconds.
• Operate Realtis switchboard consoles and DSWin telephone systems. Accurately record changes for DSWin directory on Call Logger change form for monthly SPAMS.
• Operate bleep system for routine calls and to put out Emergency call alerts completing appropriate Emergency alert form with accurate details.
• Point of contact for site wide communication system for all FM resources, radios, bleeps and mobiles.
• Carry out Emergency phone tests and Emergency Test Bleeps daily at times specified for each test.
• Fire alarm panel activations to be read, immediately passed via radio to Fire Team and dial for Fire brigade.
• Action Call out procedures for Theatre Staff, Estates and Trust on call staff.
• Action faults on telephone switch to maintenance provider.
• Action various emergency protocols including but not limited to Power Failures, Intruder alarms, Power dips, Staff Attack alarms, Fridge alarms, Medical Gas systems.
• Compile daily sheets for Clinical on call staff for both CIC & WCH sites from on call lists supplied and Trust's intranet and circulate to agreed areas.
• Issue of bleeps to Clinical staff on call recording details on form for monthly SPAMS.
• Key issue from key cabinets to authorised personnel and ensuring keys are returned. Log details on form for monthly SPAMs.
• Analysis of customer/system data to inform and instruct others to undertake their duties in a proficient and efficient manner.
• Answer Helpdesk calls for Estates Department out of office hours, log the call into the CAFMs system prioritise & allocate Estates resources as necessary.
• Answer Helpdesk option 3 calls for caller who are unsure of who they want and either log or divert call to appropriate area.
• Update CAFMs system from Specialist Hygiene team work orders and close out calls appropriately.
• Log Complaints calls in the CAFMs system and forward to appropriate manager.
• Log sickness reports from Interserve staff and advise appropriate department.
• Lock and Open doors on the Sateon site door security system, logging all requests in CAFMs system.
• Respond to Sateon system door alarms and advise appropriate staff.
• Respond to Pay on Exit car park issue phone, record details and pass to appropriate department.
• Train, support and mentor new starters to department in all roles and responsibilities.
• Identify required changes to forms and procedure and inform Asset & Communications Coordinator for action.
• Log department staff sickness reports out of hours and ensure shifts are covered, if necessary arrange cover by contacting colleagues.
• Remain up to date with all procedures and training as and when changes occur.

New appointees will start at the lowest point of the Band/Scale and progress assuming all capabilities have been reached.

• Customer Service Training

• Switchboard Consoles

• Excellent communication skills (written and verbal)
• Excellent telephone manner
• Ability to work unsupervised or as a part of a team
• Good organisational ability and attention to detail
• Able to assess and prioritise work
• Good standard of written/oral English
• Working in a demanding office environment

• Reliable, flexible and adaptive
• Able to work under pressure in a calm manner
• Positive and professional manner and attitude at all times
• Self motivated and uses own initiative.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access…