Job Title: Helpdesk Operative
Overview
Located in Estates Department/consists of Helpdesk Manager and three Operatives. Staffed 07:30 – 17:00 hours Monday to Friday.
Provide helpdesk support for all Estates and IT calls. Calls received by post holder, including urgent/non-urgent calls for a variety of equipment, services, and IT issues. Post holder takes the call, logs it onto the database, and where necessary speaks to the caller to ascertain relevant information and provide help where possible by solving problems, for example unlocking and clearing PC accounts for IT callers. Average 2000 calls taken per week. Calls assigned to relevant trade. Prioritise the urgency of the call. Daily data entry.
NHS Banding
2 to 3
Salary
£18K to £21k
Formal Qualifications, education & training required
General Education.
Basic computer skills
Literacy and numeracy skills.
Essential skills and competencies
• Good communication skills (electronic and verbal)
• In-depth understanding of Estates and IT call systems
• Knowledge of Trust sites and locations
• Good keyboard skills
Essential experience
Experience of working within an NHS environment.
Experience NHS capital processes and procedures.
Experience in analysing quotations and driving down costs, while not compromising on quality.
Contract negotiation skills
Job Title: Helpdesk Manager
Overview
The Help Desk Manager’s role is to manage the function of the Help Desk and some administrative functions on other sites.
Located in the Estates Department, the Help Desk takes calls reporting Estates/IT problems from all Wards and Departments Trust-wide, as well as from a large number of external clinics. Estates-related calls are usually fault-reporting, for example, faulty light bulb/blocked toilets/no heating, etc, whereas IT calls frequently require advice and can be solved by Help Desk staff themselves, for example unlocking PC accounts.
NHS Banding
4
Salary
£21K-£24K
Formal Qualifications, education & training required
General Education.
Basic computer skills
Literacy and numeracy skills
Essential skills and competencies
• Good communication skills (electronic and verbal)
• In-depth understanding of Estates and IT call systems
• Knowledge of Trust sites and locations
• Good keyboard skills
Desirable skills and competencies
• Understanding of Estates-related services across building and engineering trades
• Knowledge of Trust sites and locations
• Working Knowledge of Estates Systems including Help Desk
Essential experience
• Must have received training, knowledge, and experience in the use of Trust helpdesk systems gained over an Induction period of several weeks.
• Awareness of building and engineering/IT systems to make decisions and give help and advice on calls as received, gained by experience and Induction.
• Experience in interview techniques, disciplinary techniques, counseling, supervisory skills, office management skills
• Previous Help Desk experience or awareness
• Previous supervisory experience
Disclaimer
The salary banding for any NHS post has a clearly defined start point, and salary progression based on nationally negotiated pay scales (Agenda for Change). These bandings and pay points are widely available https://www.nhsemployers.org/pay-pensions-and-reward/agenda-for-change/pay-scales/annual
The agreed starting point for any post is at the bottom of the pay scale with annual progression until the top of the pay scale is reached. Candidates should expect to start on the bottom of the pay scale for the role they are considering unless they have previous directly related NHS experience in a similar role.
