Helpdesk Operative

Helpdesk Operative

The closing date is 09 August 2026

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

NO AGENCIES PLEASE

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.

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
• 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/ 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

• oKeyboard qualification (RSA 1 or equivalent)

• oContact/call centre or busy office environment experience
• oExperience dealing with difficult customers/patients
• oUnderstanding of Estates-related services
• oKnowledge of Trust sites and locations
• oPrevious clerical experience

• oGood communication skills (electronic, written and verbal)
• oAbility to demonstrate good keyboard skills
• oExcellent verbal and interpersonal skills
• oAble to make work independently and as part of a busy team

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

The Newcastle upon Tyne Hospitals NHS Foundation Trust