Digital Transformation Helpdesk Administrator

Job description

Job responsibilities

Helpdesk Operations

• Handle and prioritise ServiceDesk requests and concerns from staff.
• Monitoring respond time for each enquiry
• Maintain and update ServiceDesk base as requests are managed and resolved.
• Track ongoing tasks, issue delay notices if required, and run monitoring reports.
• Escalate complex or serious incidents when necessary.

Administrative Support

• Perform clerical duties as directed by senior digital staff.
• Maintain clean and safe working areas; report faults and incidents.
• Order office supplies and support resource management.

Customer Service and Communication

• Provide professional, friendly service via all communication channels.
• Welcome and assist visitors or redirect them appropriately.
• Use tact, diplomacy, and empathy when dealing with varying levels of digital understanding.
• Maintain positive relationships with colleagues, contractors, and members of the public.

Team and Training Support

• Support the wider Digital Transformation team with systems and processes.
• Attend and contribute to team meetings, sharing relevant information.
• Offer basic training or guidance to team members on helpdesk and administrative functions.
• Provide cover and flexibility across the team when needed.

Person Specification

education / Qualification

• Good general education (e.g. GCSEs or equivalent, including English)

• Formal customer service, IT support, or business administration training

Experience

• Experience working in a helpdesk, call centre, reception or admin support role
• Experience managing a high volume of enquiries (face-to-face, phone, email)

• Experience in using a task/incident logging or helpdesk system
• Experience in triaging or prioritising support requests

Communication & Customer service Skills

• Excellent verbal and written communication skills
• Ability to remain calm and professional in challenging situations
• Able to provide clear, timely and polite responses to staff, visitors or service users

Organisational & IT Skills

• Basic IT skills (e.g. Microsoft Office: Word, Excel, Outlook)
• Ability to record, update, and monitor tasks in a database or system
• Ability to organise and prioritise workload under pressure

• Experience running reports or checking task progress in a digital system

Disclosure and Barring Service Check

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

Oxleas NHS Foundation Trust

Address

Pinewood House

Pinewood Place

Dartford

DA2 7WG

Employer's website

http://oxleas.nhs.uk/