Helpdesk Operative

Qualifications & Education

Desirable criteria

Employer heading

Helpdesk Operative

Band 2

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS hospital trusts in the country. We have around 16,000 staff and an annual budget of £1.7 billion.

With strong history of providing high quality care, clinical excellence, research and innovation regionally, nationally and internationally, we're in the top five providers of specialised health services in the country.

As well as providing a wide range of hospital and community services, we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.

Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus.

Delivering these ambitions will not be possible without the help, support and action of every single member of our team.

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.

• Interview Date: 28 August 2026
• 37 hours 30 minutes/week

Main duties of the job

• 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.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

With around 2 million contacts with patients every year, we deliver care from:

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Cramlington Manor Walks
• Urgent treatment centres
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit:
Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

• 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/…