Role details

Helpdesk Operator

South West London   •  Permanent

Bullet points

  • Helpdesk operator is required for the NHS
  • Part time permanent position in South London Hospital

About Our Client

Client is a large NHS hospital in South West London the helpdesk operator will be working apart of the estates department.

The Estates Department is a patient, visitor and staff driven department focused in delivering a range of engineering services in a professional, effective, consistent and friendly manner.

The key objectives are to provide staff, patients and visitors with safe, attractive and fully operational environments whilst ensuring the Trust has all the engineering support services required to sustain normal, healthcare operations and business continuity.

Job Description

The helpdesk operator will:

provide a single point of communication for all customer requests / queries.

run the helpdesk software (administer on a day-to-day basis).

Raise work-tasks / log calls using all methods of communication intranet/email and telephone and distribute these direct to the engineering workforce, ensuring the response times falls within the agreed SLA.

Update the helpdesk database based on the data / information received from the engineering team

Close all completed tasks and monitor task performance against both response and completion SLAs

Act as a key liaison between the Estates Department and the rest of its customer base across the Trust.

Support the Helpdesk Manager with the production of daily, weekly and monthly performance related reports based on established KPIs, SLAs.

Maintaining a positive customer facing attitude for the helpdesk ensuring satisfaction for all customers of the Estates department.

Helping to build excellent relationships with colleagues, staff, contractors other customers and the wider working communities.

Issue Keys and passes to contractors as required and update Key/Swipe Log

Oversee Induction process for new contractors to site.

Perform such duties consistent with your position as may from time to time be assigned to you by the Helpdesk Manager or by the Central Estates Management Team.

The following responsibilities are common to all posts in the Trust and should be included at some point in the job description.

To have responsibility for the Health, Safety and Welfare of self and others and to comply at all times with the requirement of the Health and Safety Regulations.

To ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act and its amendments.

The Successful Applicant

A Strong team player

Clear telephone voice and good hearing.

Reliable, polite, friendly, helpful disposition.

Ability to use own initiative and work with minimum supervision, reporting to others when necessary and appropriate seeking guidance on operational concerns.

Good understanding of other technology commonly used with helpdesk software, i.e. PDAs, engineers hand held devices

Good understanding of Health & Safety principles and regulations

Computer literate with good knowledge of Excel Word and Outlook, with the ability to upload and attach documents using a computerised system.

Excellent organisational and communication skills both written & oral

Ability to work under extreme pressure in a very busy operational environment

What's on Offer

This helpdesk operator is a temp to perm position

Wednesday and Thursday 08:00- 17:00 and Friday 08:00- 16:00

Annual leave

Childcare vouchers

Cycle to work scheme


Overtime available

Apply for this job

Click the Apply or LinkedIn button below or contact Mina Dawute quoting job reference 13685011
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