Helpdesk Operator

The role is based at the Sandwell and West Birmingham NHS Trust estate. The estates consists of retained sites throughout the area including Sandwell Health Campus and City Health Campus as well as the new Midland Metropolitan University Hospital (MMUH) which is a new facility incorporates high level of modern services and technology both in terms of healthcare delivery and building management. The contract also covers a number of community based properties delivering healthcare services. Equans are working closely in partnership with the Trust to ensure all facility are maintained to a good quality and able to provide a sustainable service to the area not only in respect to healthcare provision but also providing a diverse value to the local community.

The post holder will respond and log the full life cycle of all maintenance work from customer enquiry to job completion and purchase order receipting. You will be expected to deliver excellent customer service, interpreting and managing work orders through the Maximo system. You will provide a professional service to all our customers, both internal and external, in all areas in accordance with the scope of the business.

You will support your team members with a variety of tasks and contribute significantly to the overall efficacy and delivery of service across the Sandwell and West Birmingham NHS sites. Ensuring all tasks are completed within contractually defined SLA's.

Ensuring that the client relationship is fostered with the prompt delivery of compliance and reporting information whilst working within our internal governance processes. Due to the wide range of services and systems installed within the building the role requires a wide range of skills and flexible nature but also provides the opportunity to work in a very rewarding environment with continued opportunity for learning and development.

What will you deliver?

• Management of job flow to include receipt of calls, logging, assignment to relevant engineer or sub-contractor, scheduling and chasing of attendance and review and closure of all jobs
• Actively manage job flow by reviewing open work and chasing the relevant party for updates to ensure completion with the required SLA
• Allocate jobs appropriately in order to avoid SAL failures and to actively jeopardy manage all jobs
• First point of contact for incoming telephone calls and service requests received by telephone and e-mail
• Interpret and log work order requests, inputting details into an CAFM system
• Understand, identify and apply the SLA for each service request and set expectation with customer, prioritising jobs appropriately
• Support management with the collation of accurate and punctual regular reports as required
• Assist with generating purchase orders for Reactive/Quoted works, Minor Works and PPM using purchasing system (Coupa)
• Invoice and credit approvals - 3 Way Match, Quality checking invoice/credit for correct value and matching information to the PO, dispute discrepancies with subcontractor or suppliers. Chase appropriate party for supporting information if not in place
• Review and update POEM and GRIR
• Liaise with Contract Managers and Supervisors to effectively deal with subcontractor/supplier invoicing queries escalating issues where necessary to Management team
• Processing Contractor Labor
• Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints
• Ensure compliance with statutory and company procedures, across all functions
• Provide cover to supervisory team during absences

Do you have experience in Word processing?, * 5 GCSEs at Grade C or above/equivalent

• Experience of working within a FM/Technical environment would be an advantage, but not essential
• Good interpersonal skills & telephone manner
• Word processing, Mail sorting and delivery, Statutory Document collation and distribution, data input and filing both hardcopy and electronically
• Being able to work in an efficient and accurate manner, prioritising your workload to ensure that all deadlines are met
• Support the Operations team & Senior Managers on individual projects as required
• Working within an operational environment, meeting deadlines regularly and maintaining communication with all involved
• Strong IT skills including full range of Microsoft applications (Office, Word, Excel)
• Knowledge of CAFM and Finance systems (Coupa, Maximo)
• Good written and oral communications

Equans are looking for a Helpdesk Operator to join our team at The Midland Metropolitan University Hospital in Birmingham on a permanent basis. This is a full-time role working 40 hours per week. On offer is a competitive salary and benefits package.

Our helpdesk cover needs to be provided on site for extended periods including weekends and nights which will require working. Shifts patterns can include: 4 on/4off and 12 hour shifts., On offer is a competitive salary and benefits package, which includes;

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.
• 24/7 Employee Assistance Program and access to mental wellbeing app

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros. In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services - with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. Equans' 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. Equans is a Bouygues group company. What's next? If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010. At Equans we're committed to delivering a culture where everyone's voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you'll find a welcoming and open workplace where you're supported and encouraged to be your true self at work. You'll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.