Contract: Healthcare
Location: Orpington, BR6 8ND
Hours of work: 37.5
Working Pattern: 06:30 - 15:00 / 07:00 - 15:30
(5 days over 7)
Contract Type: Permanent
Hourly Rate: £ £16.70
The Helpdesk Supervisor oversees the day-to-day operations of the organisation's technical helpdesk, ensuring effective service delivery, team performance, and adherence to operational standards.
This role includes supervising staff, coaching team members on troubleshooting methods, and acting as the escalation point for critical issues.
The Supervisor also ensures the team is kept up to date with the latest product, technical, and policy changes, while occasionally stepping in to directly manage the helpdesk during staff absence.
The Role
* Answer incoming calls in a prompt and polite manner, assisting callers with their requests, logging the call, or directing the call accordingly.
* Operate the internal bleep system and radios.
* Undertake any duties deemed necessary to promote the effective and efficient operation of the department.
* Participate where required in the production of ad hoc reports.
* Participate in the regular maintenance of systems and ensure all calls/tasks are completed in line with company and Trust policies and procedures.
* Ensure all calls/tasks are distributed effectively to the appropriate person and/or department.
* Implement the appropriate procedures in the event of a major incident, bomb, fire, cardiac arrests, and other notified emergencies in accordance with Trust and Company procedures.
* Ensure confidentiality, privacy, and dignity are maintained at all times in accordance with the Data Protection Act and in line with Company and Trust policy.
About You
* IT literate with MS Office (Word, Excel, Outlook).
* Experience with MRI Evolution (Concept).
* Call centre experience (essential).
* Able to use all mechanical and electrical equipment safely and correctly, following appropriate training.
* Maintain a clean, neat, and tidy appearance, complying with Company & Trust uniform and hand care guidelines and high standards of personal hygiene.
* Participate as required in regular team meetings, training, performance reviews, job chats, return-to-work discussions, and cooperate with accident and other investigations.
* Engage in the process to identify personal development and training needs and attend agreed training programmes.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
To find out more about what we do -