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- The post holder will ensure that a high standard of integrated customer service is delivered at all times via the Help Desk function, providing solutions and addressing challenges where appropriate. (This function will be delivered Trust wide and will support third party organisations maintenance covered under the terms of the agreed Service Level Agreement)
- The post holder supervise the processing of incoming requests to the Help Desk via telephone and via the Facilities Management (FM) portal) ensuring all tasks are logged, prioritised appropriately, correctly allocated and followed up where required.
- To manage and coordinate the allocation of work via the CAFM system, building up resilient relationships with Estates Engineering Officers and escalating to the Maintenance Manager and Trust Estates Engineering Technical Lead when appropriate.
- The post holder will ensure that task duplication is either eliminated or minimised.
- Ensuring the Help Desk team delivers courteous, timely and effective resolutions to customers, whilst prioritising urgent tasks and informing customers on progress and/or any delays. The post holder will require pragmatism to ensure that customer expectations are being managed appropriately and customer satisfaction is monitored.
- To provide resolution management and escalation (where required) of customer complaints, proactively seeking customer feedback in order to audit and produce data analysis and provide associated reports back to Senior Managers.
- Analysis of performance of Help Desk activities and document resolution, identifying problem areas, devise and deliver solutions to enhance quality of service to prevent future issues.
- The management of the system will include the setting up of new users on the CAFM system, assigning permissions, instruction and training of all users and ensuring that all Help Desk operatives include all relevant information that effects the capturing of useful data and relevant data and reporting on user activity.
- To delegate the responsibility of analysing the daily and weekly work requests and prioritise accordingly based on response times, and resource requirements (labour, skills, tools, equipment, materials etc).
- Continued review of work allocation and re-plan scheduled workloads to meet changing priorities for a large in-house and contracted maintenance team. Using CAFM, vehicle tracking software and other IT applications to enable complex planning and prioritisation of workload.
- To delegate the responsibility of retrieving information for reporting purposes
- To design, develop, analyse and produce periodic statistical reports for Senior Management, supporting all relevant Directorate heads of Department. The post holder will monitor and identify trends and advise the Maintenance Manager, Trust Estates Engineering Technical Lead and business Support Managers on areas that require further investigation.
- Undertake continuous improvement analysis of system configuration, information to the Heads of Service, both periodically and ad-hoc.
- To support the development of Policies and procedures / Standard Operating Procedures relating to the management and use of CAFM.
- Oversee the day to day administration of the Help Desk, implementing and maintaining electronic filing systems and archiving documentation in line with Information Governance Policies and Procedures.
- To support the development of a clearly defined approach to managing reactive maintenance and Business Continuity Provisions (including the management of contractors on arrival at site (including ensuring the appropriate paperwork is in place i.e. RAMs)
- To implement and monitor asset and life cycle register including warranties via the CAFM system.
- To plan and oversee staff training of the CAFM system commensurate to role and responsibility
- To plan and oversee Help Desk staff training, and the setting of both individual and team objectives, managing performance, conducting back to work interviews and producing annual team performance development reviews.
- To facilitate, attend and participate in client’s service meetings and contractor meetings to ensure a good working knowledge of existing issues affecting the department are monitored and maintained.
PPM Administration
- To support the PPM Officer in all administrative processes in connection with workload monitoring, planning and scheduling of the daily PPM schedule via the CAFM system.
- To assist with the continuous monitoring of PPM maintenance requests to ensure that
- All work requests are batched into skill and location groups and prioritise as agreed with the PPM Coordinator.
- To produce performance reports and review to ensure that any unacceptable performance levels cannot be improved through changes to workload planning and scheduling.
- The Maintenance team have a manageable number of PPM’s to sustain their work flow rate, while not overloading individuals.
- The Maintenance team give an acceptable level of feedback, on rectification actions taken or any problems/issues they encounter which could be useful in future fault rectification
- To review on a regular basis PPM’s that have been suspended and ensure that they are monitored within the CAFM system as agreed with the PPM Officer.
- To monitor and progress (via third party contractors in some cases) suspended PPM’s to ensure a rescheduled timely completion.
- Ensure all risk assessments and method statements (RAMS) are recorded and stored within the system correctly. This is especially important when contractors undertake work for the Trust.
- Coordinate the transfer of PPM’s between skill sets, to effective completion, within the required time frame, noting any contractual KPI’s that are agreed with third parties.
- Coordinate Stores requirements to ensure timely ordering, delivery and issuing of spares and materials to ensure KPIs are met, progressing and chasing overdue items.
- Arrange access with clients when required and reschedule PPM’s to match this need.
- Work with the PPM Coordinator to monitor PPM workloads and issues, to ensure that they are completed on a priority basis, with priority 1 (statutory) being highest, ensuring that if all priority 1 PPM’s that are not completed by the agreed due dates, are brought to the attention of the PPM Officer
- Assist the PPM Officer to monitor the PPM workloads to ensure that any non-priority 1 work which may be missed during the current month is identified and managed accordingly
- Inform Clients of scheduled PPM works which could be disruptive to their service delivery or may require specialist access.
- Ensure all reports are issued in a timely manner
- Ensure that Work Orders are raised to cover any remedial actions identified as a result of PPM work, both by the in-house team and external contractors.
Resource Management
- Ensure that the estates asset register is up-to-date regarding additions, deletions and changes, in particular those created through new works and patient safety activity.
- Ensure the patient safety’s approved source list is reflected within any materials supply relating to the on-going maintenance of the product.
- Under direction of the PPM Officer, ensure all assets are assigned to their correct location and data field sets.
- Update the relevant maintenance plans relating to particular assets within the CAFM system as and when required.
- All work carried out by in-house staff and Contractors, for both planned maintenance and reactive, is recorded against the appropriate asset
- All spares and materials used on each PPM are recorded against the correct asset.
- All Supplier lists are kept up-to-date on the CAFM Systems.
- To support the development of Policies and procedures / Standard Operating Procedures relating to the management and use of CAFM.