Estates and Facilities - Helpdesk Assistant

The Estates & Facilities Helpdesk Assistant is a vital role in the successful operational of the Estates & Facilities Service. Often the first point of call for our colleagues across the organisation, the E&F HD Assistant will work with our Estates Officers and Contractors to ensure that repairs, maintenance, and minor works are carried out as quickly as possible.

The Helpdesk is a small friendly team committed to developing the best possible service by ensuring robust streamlined process and procedures are in place which are continually reviewed for effectiveness.

We offer a supportive, friendly environment in which you can realise your potential with plenty of opportunities for learning and development.

The helpdesk is based at Hollins Park and supports all divisions across the trust, supporting estates officers and the wider estates team.

We are seeking a motivated and positive Helpdesk Assistant to join our Estates and Facilities Team, who will provide a comprehensive service to the Estates and Facilities department, and act as first point of contact for Estates queries and issues.

The role will involve working as part of a busy team based at and will provide an efficient and high quality service whilst assisting with operational management of the Estates portfolio of freehold, leasehold and community services-occupied premises.

The post requires a high degree of competency in administrative support and office communications, including help desk administration, log planned and re-active job requests from telephone calls, email or in person on the Estates & Facilities Management (EFM) helpdesk database, processing orders/invoices and diary management.

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.

We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.

At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.

Flexible working requests will be considered for all roles.

The post holder will be required to respond to all methods of communication to the help desk, record incidents following procedures, and resolve the majority of incidents at first point of contact.

Plan and coordinate meetings, including providing support to the wider team to schedule meetings, arrange venues and facilities , notify attendees, provide agendas and take minutes within a timely manner.

Provide full administrative support to the Head of Estates, Assets & Development Manager and Facilities Managers including but not limited to, co-ordinating meetings, taking messages, monitor/ screen all telephone calls, archiving documents, proactively managing diaries, post and e-mails; ensuring correspondence is dealt with efficiently whilst using initiative and negotiation skills.

Deal with all enquiries in a proactive manner, using judgement skills and solution proposing for complex…