4. Resolve queries and enquiries with regard to orders and purchases including liaising with operational staff, suppliers and sub-contractors.

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1 Job escription Post : Helpdesk Operator Post No. : 16/111 Grade: Scale 4-5 Section: Business Support Location: NPS Barnsley Ltd Gateway Plaza Reporting Arrangements and Main Contacts Responsible to Senior Helpdesk Operator. Main Tasks and Accountabilities 1. Provision of a property helpdesk service, ensuring a pro-active customer focused approach is adopted and maintained in all aspects of service provision, providing information to customers as required. 2. Provide a service as first point of contact for all phone enquiries to NPS Barnsley ensuring the caller is efficiently dealt with through helpdesk services, or redirected to the appropriate officer/service. 3. Confirm customers formal purchase orders, specific requirements and timescales for service delivery, instigate internal works orders, process and complete invoicing all in line with agreed parameters in relation to expenditure and budgetary controls. 4. Resolve queries and enquiries with regard to orders and purchases including liaising with operational staff, suppliers and sub-contractors. 5. nsure all service requests are dealt with within a specific timescale and prioritised according to their urgency coordinating a response to any complaints. 6. Assist in and when appropriate be responsible for obtaining prices, quotations, tenders, delivery dates and detailed information from internal and external suppliers and sub-contractors through to goods receipt in relation to the purchase of goods and services.

2 7. Respond to correspondence, telephone queries and collaborate with internal and external stakeholders including managers ensuring information and communication links are maintained and the correct lead person within the organisation is informed and progresses any queries. 8. Actively contribute to the development and implementation of new and innovative ways of working with the objective of increasing business effectiveness, efficiency and elimination of duplication and waste to maximise business potential. 9. Assist in the development of operational targets and standards, monitor performance against agreed targets ensuring targets are met. 10. Provide support and assistance to staff in the use of the SAP works and financial management software when required. 11. Keep abreast of policies and procedures which impact on how the service is delivered. 12. Input, check and maintain a variety of electronic and paper based systems, ensuring information is accurate and stored appropriately 13. To make visits to other NPS offices when required. 13. Comply with NPS policies, procedures and guidelines including the NPS. Health and Safety Policy 14. To contribute to the operation and development of the Business Management system to ensure the continuous improvement of quality assured services and products for clients 15. To carry out other duties appropriate to the level and character of the post. Key Result Areas The post holder will be expected to: 1. Maximise levels of expressed customer satisfaction from specified customers 2. Assist in meeting all team targets and objectives. 3. Assist in ensuring effective communications are maintained with all stakeholders 4. Assist in the procurement, delivery and payment of goods and services in support of service delivery teams

3 General Job descriptions are a reflection of the character and work priorities at a given point in time and it will be essential to review duties and responsibilities, in consultation with the post holder, from time to time. The Health & Safety at Work Act (1974) places responsibilities for Health and Safety on all employees. Therefore it is the post holder s responsibility to take reasonable care for the Health, Safety and Welfare of themselves and others in accordance with Legislation and the Company policy on Health & Safety. The post holder is required at all times to comply with the provisions of the ata Protection Act 1998 and with any policy introduced by NPS to comply with the Act.

4 Person Specification Post : Helpdesk Operator Post No. : 16/111 Grade : Scale 4-5 Section: Business Support Location: NPS Barnsley Ltd Gateway Plaza xperience (uration, type and level of experience) =ssential =esirable Criteria Previous similar experience in a relevant role. xperience in working to agreed targets within a commercial environment. Qualifications (Number, type and level of qualification or equivalent experience if appropriate) 4 GCS s Grades A-C including Maths and nglish NVQ Level Two in Business Administration or equivalent. Skills, knowledge and aptitudes Working knowledge of SAP Material Management module or similar computerised procurement management system. Ability to develop good working relationships with suppliers and all stakeholders. Proficient in using IT packages (e.g. Microsoft suite). Analytical skills in terms of problems, options and solutions to service delivery issues. xcellent communication and interpersonal skills. nthusiastic and effective team worker. Accurate and methodical when processing data.

5 Personal qualities and social skills xcellent social and communication/negotiation skills. Commitment to diversity and equality of opportunity. emonstrate ability and commitment to customer care. Ability to work on own initiative as an individual or as a team member. ISO 9001 Requirements Able to communicate with current and potential clients as appropriate. Commitment to customer service in the delivery of NPS product and services. Commitment to seek new ways of working to achieve continuous improvement. Constraints None. (Factors which might prevent an individual carrying out the full duties of the post e.g. unsocial hours, physical constraints, mobility inc. car ownership / use) Occupational Requirement oes the criteria for an OR apply to this post? If yes, state why. (This reference to OR is highly specific. If you are unsure about the criteria for them, please check with NPS Group HR at Head Office). Reason: (N/A) Yes No Notes The criteria are subject to reasonable adjustments that will enable candidates with disabilities to fulfil the requirements of the job. Prepared By: Keith Thompson ate : 27 th May 2016

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