Switchboard/Helpdesk Analyst
| Dyddiad hysbysebu: | 29 Ionawr 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 28 Chwefror 2026 |
| Lleoliad: | CA2 7HY |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 89663 |
Crynodeb
Job Title: Switchboard/Helpdesk AnalystSalary: £24,937 - £26,598Contract: PermanentType of Employment: Full TimeHours: 37.5 Hours Per WeekLocation: Cumberland Infirmary - Carlisle
This job description is not exhaustive and other duties and responsibilities of a similar level and nature may be required form time to time.
MAIN DUTIES AND RESPONSIBILITIES:
-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 999 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.
PERSON SPECIFICATION
Attribute / CriteriaEssential
Desirable
Education / Qualifications / Training
· Computer Skills
· Numerate
· Customer Service Training
· GCSE English
Knowledge & Experience
· A Helpdesk/Customer Service background
· Excellent Customer Service skills
· Planet (or Similar CAFM systems)
· Switchboard Consoles
Skills &
Abilities
· 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
· Computer skills
· Able to assess and prioritise work
· Good listening skills
· Good standard of written/oral English
· Working in a demanding office environment
Personal Qualities
· 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.
This job description is not exhaustive and other duties and responsibilities of a similar level and nature may be required form time to time.
MAIN DUTIES AND RESPONSIBILITIES:
-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 999 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.
PERSON SPECIFICATION
Attribute / CriteriaEssential
Desirable
Education / Qualifications / Training
· Computer Skills
· Numerate
· Customer Service Training
· GCSE English
Knowledge & Experience
· A Helpdesk/Customer Service background
· Excellent Customer Service skills
· Planet (or Similar CAFM systems)
· Switchboard Consoles
Skills &
Abilities
· 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
· Computer skills
· Able to assess and prioritise work
· Good listening skills
· Good standard of written/oral English
· Working in a demanding office environment
Personal Qualities
· 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.