Job summary
- Main area
- Administration / Estates
- Grade
- NHS AfC: Band 2
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job ref
- 297-QEF-7431906
- Employer
- QE Facilities
- Employer type
- NHS
- Site
- Queen Elizabeth Hospital
- Town
- Gateshead
- Salary
- £24,465 per annum
- Salary period
- Yearly
- Closing
- 09/09/2025 23:59
Employer heading
Helpdesk Scheduler
NHS AfC: Band 2
In the event of excessive applications being received this vacancy may close earlier than the stated closing date, you are encouraged to submit your application as soon as possible
IMPORTANT NOTE ON COMPLETION OF REFERENCE SECTION OF APPLICATION FORM
All references from current and previous employers will be sought and MUST cover a minimum of 3 years employment or education references covering 3 years. If you have gaps you will be required to provide character references. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment or education references covering 3 years. Where possible this should be from two separate employers. Failure to complete this section may result in your application not being processed.
Job overview
To support the defect call logging operation, ensuring all maintenance calls/reports are recorded and dealt with in a timely, effective and courteous manner, in accordance with operational policies and protocols, seeking appropriate detail and providing advice to service users regarding their reported issue.
To be knowledgeable in all aspects of estates service provision (on multiple contracted sites) and trade classifications to support Estates Officers and enable the correct allocation of all reactive and planned maintenance tasks.
Main duties of the job
- Be a central point of contact for customers/clients.
- Help new users of Backtraq and Micad systems to be able to log a call using the web-based portals.
- Process reactive maintenance requests ensuring sufficient detail is obtained (location, work type, etc) to ensure no duplication and to enable a swift and effective response.
- Be aware of planned maintenance tasks, associated requirements and the characteristics of each trade type to ensure correct allocation.
- Liaise with Estates Managers and Supervisors to arrange the timely response and completion of requests.
- Input daily timesheets to Backtraq and Micad systems, obtain correct information re: attendance to ensure correct allocation of time is attributed to each staff member for recharging purposes.
- Create new dockets for out of hours calls / emergencies, investigating and obtaining relevant information to assist Estates Officers.
- Investigate and provide help and advice to clients, supervisors and craft operatives, such as access times and availability of labour.
Working for our organisation
QE Facilities (QEF) is a wholly owned subsidiary company of Gateshead Health NHS Foundation Trust (GHNT), based in the North East of England.
We provide a range of non- clinical services to GHNT and other NHS organisations. Our services include: estates, facilities services, procurement, medical engineering and devices, endoscopy decontamination and sterile services, transport, out-patient pharmacy, and prevention & management of violence & aggression training (PMVA).
In addition we provide consultancy services, advising clients on all aspects of establishing a subsidiary company within an NHS body to the provision of VAT compliance advice.
QE Facilities work to their own Terms and Conditions and these are not the same as Gateshead Health NHS Foundation Trust Terms and Conditions. This is not an Agenda for Change Pay Rate.
We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.
Detailed job description and main responsibilities
- Be a central point of contact for customers/clients.
- Help new users of Backtraq and Micad systems to be able to log a call using the web-based portals.
- Process reactive maintenance requests ensuring sufficient detail is obtained (location, work type, etc) to ensure no duplication and to enable a swift and effective response.
- Be aware of planned maintenance tasks, associated requirements and the characteristics of each trade type to ensure correct allocation.
- Liaise with Estates Managers and Supervisors to arrange the timely response and completion of requests.
- Input daily timesheets to Backtraq and Micad systems, obtain correct information re: attendance to ensure correct allocation of time is attributed to each staff member for recharging purposes.
- Create new dockets for out of hours calls / emergencies, investigating and obtaining relevant information to assist Estates Officers.
- Investigate and provide help and advice to clients, supervisors and craft operatives, such as access times and availability of labour.
Person specification
Knowledge & Skills
Essential criteria
- Proficient in the use of Microsoft Windows packages
- Ability to communicate effectively and professionally with members of staff, client organisations and the public
- Organisational & Planning Skills
- Customer service
Experience
Essential criteria
- Previous experience of working in a similar role and/or environment
Desirable criteria
- Previous experience of Backtraq and/or Micad
Qualifications
Essential criteria
- Good general Education
Employer certification / accreditation badges
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- James Sloan
- Job title
- Estates Operations Manager
- Email address
- [email protected]
- Telephone number
- 0191 4452469
- Additional information
Julie Clark
Business Manager
Tel: 01914452577
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