Helpdesk Operative

Job overview

An exciting opportunity has arisen to join the Estates Directorate as a Helpdesk Operative. We are looking for an enthusiastic and motivated individual to work in our very busy Helpdesk receiving requests from across the hospital sites.

Manager completes the section.

• Interview Date: 28 August 2026
• 37 hours 30 minutes/week
• You will be redirected to Trac to apply for the vacancy.  Please expand the job details section and read all of the information before applying for the vacancy.

NO AGENCIES PLEASE

Main duties of the job

The role includes a range of administrative duties, and example of these are:

• You will have excellent telephone skills
• You will take queries in relation to Trust car parking which includes, processing applications, concessions and general parking enquires.
• To provide advice, guidance and support an efficient and professional Helpdesk service.
• To deliver excellent customer service to all users.
• Act as main point of contact for emails and telephone calls from all wards, departments, making decisions on whether the post holder can deal with query or pass to relevant section, good telephone manner essential.
• Receive calls to helpdesk and follow agreed procedures for recording, initiating action, responding to customer and updating the task management system.
• Follow agreed procedure to activate Helpdesk job processes.
• Comply with trust policies and procedures and operational changes that may be implemented for the development of the service.
• Participate in the Service Desk cover rota as necessary. As standard you would work 37.5 hours per week over a two shift rota pattern 08:00 to 20:00 hours.
• Demonstrate commitment to flexible working patterns to meet the needs of the service and staff.
• Ensure all records are kept accurately and confidentially.
• Prioritising all incoming work on a daily basis, including responding quickly and appropriately to urgent/important issues.
• Raising purchase orders through Oracle and dealing with any queries raised from these.

Detailed job description and main responsibilities

• Located in the RVI Estates Department, the Helpdesk takes calls from Wards and Departments Trust-wide
• All Estates related calls or fault reporting ie: faulty light /blocked toilet/no heating/ complaints etc.
• Transport calls relating to parking issues/ concession travel/ courier requests / queries and complaints etc
• Provide point of contact to colleagues and patients with anything relating to the Estates directorate