Facilities and IT Support Co-ordinator

Role: Facilities and IT Support Co-ordinator

Function:  Facilities

Reports to: Director of Operations

Location:  All London PHG locations

Hours:  37.5 hours/week

Job Summary

To work with the Maintenance Technician and operational team to implement and manage the smooth running of the Facilities and IT provision within the company by providing first-class support.

Key Responsibilities

• Provide an affective administrative service to the facilities team
• Respond to all helpdesk job requests (Sentinel, West One Technical)
• Be the key contact for staff for facilities issues
• Negotiating the best deals with outside contractors and suppliers while using best business practices to manage and reduce operation costs
• Respond to emergency situations or other urgent issues involving the Facilities and ensuring actions are followed through in an appropriate time
• Scheduling of repairs and regular PPM visits ensuring minimum disruption to services
• Respond to contractor queries in a timely manner
• Operate and update an effective filing system for all sites

Other Duties Include

• Keeping all maintenance files up-to-date including contracts, due dates etc
• Obtaining quotes for contracts due to expire in a timely manner and ensuring all necessary contracts are renewed in a timely fashion
• Record and file all paperwork relating to jobs/call outs.
• Ensure contractor call outs are successfully completed and if not, challenge these
• Obtaining quotes and ensuring all quotes are authorised by the CEO prior to work being carried out
• Producing purchase orders for facilities and building management related orders
• Creating and submitting CAPEX where required
• Processing of invoices received, matching to POs and contracts
• Ensuring the emergency contacts list/file is up-to-date and circulated regularly
• Responding to all facilities Sentinel tickets in a timely manner and continually updating tickets to ensure constant communication
• Calling contractors where necessary
• Liaising with contractors to organise site visits
• Chaperoning contractors during their site visits, ensuring necessary paperwork is completed (visitor books etc)
• Assessment and negotiation of service level agreements with key contractors
• Calculating and comparing costs for required goods or services to achieve maximum value for money
• Issuing of passes, security cards and keys while maintaining an up-to-date record for staff and visitors
• Ordering supplies for the facilities department when needed
• Providing administrative support for departmental meetings including but not limited to; arranging meetings, preparing and circulating agendas and taking minutes
• Reviewing utilities contracts and proposing energy saving methods
• Assisting with and organizing office moves
• Managing external storage areas – ensuring they are utilized effectively
• Organise asset disposals where required and ensuring any disposed assets are subsequently recorded.
• General assistance for staff and key stakeholders with facilities queries

IT

• Work with and manage the relationship with the IT and phone support providers
• Manage physical assets, including up-to-date registers of hardware within the business (including spare hardware in storage)
• Maintain clean and tidy server rooms
• Assist staff with hardware issues i.e. moving PCs, setting up printers, setting up the boardroom etc
• Manage printer contracts and invoicing
• Manage telephone contracts and invoicing (including internet)
• Keep staff lists up-to-date (email distribution, phone extension lists)etc
• Manage CAPEX replacement plans and recommendations for aging hardware
• Maintain up-to-date records of Laptop distribution, ensuring all machines are recorded accurately
• General assistance for staff and key stakeholders with IT queries

Skills and Experience

Facilities and IT Service Coordination

• Sufficient experience of providing a facilities or IT support in a busy organisation
• Some experience of working with contractors and suppliers and monitoring of service standards and expectations
• Understanding of compliance requirements and working with service level agreements
• Proven experience of delivering excellent customer care and service
• Enthusiasm and commitment to learn about and get involved in the department’s activities
• Administration
• Relevant experience of working in a comparable administrative office based role
• Ability to prioritise workload, to work under pressure with a high level of organisational proficiency and initiative
• Strong computer skills with competency in Microsoft Office and database packages; experience of accurate data entry
• Good attention to detail and ability to follow department procedures
• Good numeracy skills, ability to process invoices accurately and efficiently
• Willingness to be assist with manual handling tasks

Communication Skills

• The ability to deal tactfully, calmly and effectively with a wide range of people from within and outside the organisation
• Customer care in dealing with irate callers with tact and diplomacy, using effective complaints handling skills
• Strong command of written and spoken English
• Excellent telephone manner, common sense and the ability to communicate effectively at all levels
• Ability to work effectively as part of a team

Key External Relationships

• Contractors
• Consultants
• Patients
• Third party support providers

Key Internal Relationships

• Facilities Team
• Management Team
• Outpatient clinical and non-clinical teams
• Hospital clinical and non-clinical teams
• Corporate Office Teams (marketing, finance, CEO’s)

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