Help Desk Operative

Transformationunitgm; Nottingham; On-site; GBP 25,000; Part time

Job summary

A healthcare service provider in Nottingham seeks a dynamic Help Desk Operative for a part-time role. The individual will manage customer inquiries, log service requests, and provide support for various administrative tasks. Ideal candidates should possess good communication skills, a customer service orientation, and experience in an office environment. This position offers a salary of £24,465 per annum, pro rata for part time, with an opportunity to contribute to the delivery of essential healthcare services.

Qualifications

• Enthusiastic attitude and team player desired.
• Experience in a similar post required.
• Knowledge of customer services environment necessary.

Responsibilities

• Manage all calls to the Helpdesk pleasantly and courteously.
• Log and process feedback on work requests accurately.
• Coordinate Hotel Services effectively via various communication methods.

Skills

Customer service orientation

Good communication skills

Ability to use own initiative

Organizational skills

Education

Good standard of general education

NVQ2 Business administration

NVQ2 Customer care

Tools

Microsoft Office

Database systems

Concept system

Job description

Main area Help desk operative Grade Band 2 Contract Permanent Hours Part time - 15 hours per week (Monday to Friday hours between 8.30 to 16.30) Job ref 186-011-26-CS

Employer Nottinghamshire Healthcare NHS Foundation Trust Employer type NHS Site Highbury Hospital Town Nottingham Salary £24,465 per annum (pro rata for part time) Salary period Yearly Closing 26/01/2026 23:59

Help Desk Operative

Band 2

We fully support the use of AI and other tools to assist in writing your application. However, it's essential that the content, especially your supporting statement, is personalised and factually accurate. Your application should reflect your genuine experiences and qualifications to ensure authenticity and credibility

Job overview

We are looking for a computer literate dynamic and motivated person to join our friendly Helpdesk/Reception team based at Highbury Hospital in Nottingham.

Leading a busy and driven team in the Estates and Facilities Directorate, as a Receptionist/Helpdesk operative. You will be the first point of contact for all visitors and calls received at Highbury including logging jobs via the Concept system regarding maintenance tasks, portering, domestic, linen and laundry and catering jobs, logging incidents, room bookings, hospitality the monthly reporting system.

Main duties of the job

To accurately raise and log off jobs using the Concept system.

To provide a point of contact for clients for Estates and Hotel Services across the Highbury Site.

To be responsible for responding proactively to all customer enquiries, including progress chasing of work and locating patients.

To assist in processing routine administrative and clerical work.

To undertake customer service activities.

Booking meeting rooms and encouraging hospitality bookings.

To assist in the coordination of Hotel Services across site via telephone, e-mail and radio communication.

To issue and receive keys, ID badges and ensure suitable and appropriate access to the site is maintained.

Working for our organisation

#TeamNottsHC comprises over 11,000 dedicated colleagues who #MakeADifference every day. We deliver intellectual disability, mental health, community health, forensic, and offender healthcare services across Nottinghamshire,Leicestershire,Lincolnshire , and South Yorkshire. Our care is provided from over 200 sites, spanning community locations, acute settings, and secure environments, including prisons.

We are one of the largest mental health and community Trusts in the East Midlands and one of Nottinghamshire's biggest employers. We also host national and regional services, such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.

We offer a variety of employee-led staff networks, including Equality, Diversity, and Inclusion (EDI) groups, the Green Champions network, the Freedom to Speak Up network, the Health and Wellbeing Champions network, and the Menopause Champions network. These networks play a vital role in supporting our diverse workforce and promoting a culture of inclusivity.

The health and wellbeing of our colleagues is a top priority. We invest significantly in this through our in-house occupational health and staff counselling services, supported by a dedicated Health and Wellbeing team.

The Trust is committed to reducing its carbon emissions, with a specialised Energy and Environmental team working to ensure compliance with environmental legislation, enhance our environmental performance, and achieve our net-zero commitment

Detailed job description and main responsibilities

To promptly and efficiently deal with all calls to the Helpdesk in a pleasant and courteous manner.

To acquire from client’s full information relating to their work requests in order that Estates and Hotel Services staff can respond effectively.

To input client Helpdesk requests onto computer clearly and accurately, assigning correct item and priority codes using the Concept System and providing reports where necessary.

To process feedback of information onto computer in an accurate and timely manner.

To liaise with Estates and Hotel Services supervisory staff in order to respond to client requests for information on work progress.

To assist in the reconciliation of completed dockets as required.

To generate appropriate reports from the computer information database and print off work dockets/reports for issue to designated staff.

To be responsible for monitoring that the equipment you use is routinely maintained and any apparent damage or safety hazard reported without delay.

To undertake training in accordance with the Trust's policy to Investors in People.

The control and issue of keys. The checking of identity of staff prior to such issue.

Operating the internal radio receiver system and the maintenance and recharging of batteries.

Ordering of taxis.

Reception duties and personal enquiries, directing visitors as appropriate

Maintaining record books e.g. Visitors Book, Key Issue Book Fobs and issuing as applicable temporary visitors passes.

Acting as central control in emergencies e.g. fire alarms, burglar alarms, untoward incidents and on-call.

Manning at all times the two-way radio control linking security services

Covering in the absence of colleagues.

Clerical tasks e.g. maintaining lists. Completing Maintenance Request forms.

Wearing uniform provided.

Sorting internal and external mail. Distribution of internal mail throughout Highbury site. Franking external mail, in accordance with the deadlines required by Royal Mail.

Act as post hub for Trust wide locations and between the Trust and community clinics and the PCT.

Maintenance of postal balances on franking machine and monitoring of usage for Highbury Site.

Maintenance of consumables stock for franking machine.

There is a frequent requirement of physical effort in moving/lifting heavy boxes and bags of mail.

Please note that this post does not meet the pay level required for a Skilled worker visa.

Successful applicants with no prior NHS experience would normally be placed at the bottom of the band in line with Agenda for Change. This salary is below the minimum salary required for sponsorship for a Skilled Worker / Health & Care visa. In these circumstances the Trust would not, therefore, be able to sponsor for a Skilled Worker / Health & Care visa.

Applicants requiring a Skilled Worker Visa can determine the likelihood of obtaining a Certificate of Sponsorship against the relevant criteria here https://www.gov.uk/skilled-worker-visa

Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £26.40 (standard) or £54.40 (enhanced), this cost will be deducted from your salary over the first 2 months of employment.

You are encouraged to enrol for the DBS Update Service. An annual fee of £16 per year applies.

Person specification

Qualifications

• Good standard of general education
• RSAll/OCR ll word processing (or equivalent)
• RSA lll ( or equivalent) Typewriting
• NVQ2 Business administration
• NVQ2 Customer care

Training

• Participate in mandatory training

Experience

• Knowledge of a customer services environment
• Experience of working in an office environment
• Able to work on own initiative and as part of a team
• Good communications skills
• Knowledge of date retrieval systems
• Understanding of customer awareness
• Experience in a similar post

Physical requirements

• Sitting for long periods
• Occasional lifting ( of post/boxes and stationery)

Knowledge & Skills

• Working knowledge and conversant with Microsoft packages
• Working knowledge of database systems
• Good organisational skills
• Good telephone/customer services manner
• Familiar with electronic diary systems
• Ability to use own initiative
• Ability to prioritise workloads
• Knowledge od policies and procedures
• Knowledge od Estates and Facilities

Dispositional Attributes

• Enthusiastic attitude
• Team player
• Caring/sympathetic approach
• Motivated and conscientious
• Willingness to undertake new activities

Contractual Requirement

• Flexibility with working on helpdesk and administrative duties
• Flexible regarding hours of work

Additional Information

• We reserve the right to close the post early once we have received a sufficient number of applicants.
• The Trust believes in treating everyone with dignity and respect and encourages applications from all sectors of the community. We guarantee an interview to candidates with disabilities who meet the minimum essential criteria.
• In submitting an application form, you authorise Nottinghamshire Healthcare NHS Foundation Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you. This data will be transferred using NHS Electronic Staff Record and third party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post. Should you require any further information please refer our Privacy Policy shown on the Trust website, please click here for more information.
• For eligible posts, DBS disclosures are mandatory before commencement of employment. If you are in a position that is deemed a regulated adult and/or child care role, you will not be able to start your employment until we have received a satisfactory DBS Disclosure. The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Convictions which would otherwise be considered as 'spent' will also be checked as part of an Enhanced DBS Disclosure.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Name Claire Moreland Job title Coordinator Email address [e-mail] Telephone number 01159 560811

If you have problems applying, contact

Address Duncan Macmillan House
Porchester Road
Mapperley
Nottingham
Nottinghamshire
NG3 6AA
Telephone [phone] - Bank Team