Job Overview

• To manage Switchboard/Helpdesk staffing and issues.  Line management of department staff.  Update site telephony systems including Netcall and operator's directory.  Telephone extension and telephone switch, moves and changes.  Site bleep control and issue. 

Main Duties

• Switchboard/Helpdesk staff line management.
• Ensure all new starters have received suitable training. Training and records are up to date for all staff members and identify and arrange refresher training for existing staff in line with company and site policies.
• Carry out staff appraisals in line with company policies.
• Ensure day to day staffing needs are met within the department and necessary cover is provided when authorising and monitoring of annual leave requests.
• Collation of the departments' monthly SPAM data and prepare report for client.
• Produce reports to senior managers monthly on department performance, issues etc.
• Manage bleep issues, changes and report faults on behalf of the client's Medical Engineering department.
• Lead point of contact for Mitie site wide communication systems for all FM resources, radios, bleeps and mobiles.
• Action and repair faults on telephone switch and issues with extensions. Action requests for moves and changes to the telephone extensions connected to the switch frame.
• Quote, action and ensure recharge of telephony related minor works requests from the client.
• Keep site telephone directory up to date from information supplied by the client.
• Update automated telephone system directory.
• All department forms are updated following site QMS protocols. All department procedures are reviewed and updated as necessary.
• Assist line manager in actioning requests for changes to the Sateon door control system.
• Action request for CCTV evidence as per site policy.
• Log staff sickness, carry out back to work interviews in line with company policies.
• Workplace Plus time and attendance system daily updates.
• Remain up to date with all company policies.
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What we are looking for

• Call centre and or customer service background.  Excellent communication skills both verbally and written.