Job summary
Permanent position
Full Time: 37.5 hours per week
Agile working (minimum 2 days in the office)
Job Overview:
The postholder will be the first point of contact for the Digital Transformation department, responsible for managing the helpdesk. This includes handling enquiries and requests regarding digital services, triaging issues, allocating tasks to relevant teams, and ensuring high standards of customer service across all communications.
Main duties of the job
Main Duties of the Job
- Operate and manage a busy Digital Transformation Helpdesk.
- Handle a range of routine and complex enquiries or complaints via phone, email, and other channels.
- Log, categorise, and prioritise requests using the helpdesk system.
- Allocate requests to appropriate teams and track progress.
- Maintain communication with requesters and team members to ensure timely responses.
- Escalate serious issues and follow up on unresolved tasks.
- Support general administrative duties and ordering supplies.
- Provide a courteous, professional image of the department and trust.
About us
Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children's centres, schools and people's homes.We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary's Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.
Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
- We're Kind
- We're Fair
- We Listen
- We Care
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.
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
Essential
- Good general education (e.g. GCSEs or equivalent, including English)
Desirable
- Formal customer service, IT support, or business administration training
Experience
Essential
- Experience working in a helpdesk, call centre, reception or admin support role
- Experience managing a high volume of enquiries (face-to-face, phone, email)
Desirable
- Experience in using a task/incident logging or helpdesk system
- Experience in triaging or prioritising support requests
Communication & Customer service Skills
Essential
- 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
Essential
- 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
Desirable
- Experience running reports or checking task progress in a digital system
Person Specification
education / Qualification
Essential
- Good general education (e.g. GCSEs or equivalent, including English)
Desirable
- Formal customer service, IT support, or business administration training
Experience
Essential
- Experience working in a helpdesk, call centre, reception or admin support role
- Experience managing a high volume of enquiries (face-to-face, phone, email)
Desirable
- Experience in using a task/incident logging or helpdesk system
- Experience in triaging or prioritising support requests
Communication & Customer service Skills
Essential
- 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
Essential
- 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
Desirable
- 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.
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 (Opens in a new tab).
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 (Opens in a new tab).
Additional information
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.
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 (Opens in a new tab).
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 (Opens in a new tab).
