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Helpdesk Operator

NHS AfC: Band 3

Main area
Workforce Systems
NHS AfC: Band 3
Full time - 37.5 hours per week
Job ref
Southampton General Hospital
£20,330 - £21,777 pa
Salary period
05/07/2022 23:59
Interview date

Job overview

Are you enthusiastic about helping people? Do you want to be an integral part of a team who assist our staff, and can you deliver excellent customer service?

If this sounds like you, then you could be the right person for us. We are a friendly team who help all staff across the trust to do all aspects of staff rostering and resource planning using our workforce systems. We will provide full training to learn our processes.

You'll be part of a team of 6 helpdesk operators providing 1st level support to users, assisting with projects, data management, reporting and system developments. You will be responsible for answering all manner of queries both by phone and digitally.

We are currently working in an agile environment both in office and remote.  We can support flexible working arrangements.

If you are looking for a role that will continuously develop you and your knowledge, in a team who are passionate about helping staff at UHS then this is the job for you.

Main duties of the job


You can read an overview of the main duties of the role in the section below: Job Description and Main Responsibilities.

To understand the role in more detail please read the full job description and person specification documents attached.


Working for our organisation



  • Level 1 customer support by telephone, online and face-to-face
  • Administrative support to the team for projects
  • Process regular tasks following guidance
  • Rotational reporting for the wider trust

Detailed job description and main responsibilities


  • Positive demeanour and attitude to helping others
  • Enthusiasm for learning new skills and processes
  • Experience in customer service (this could be in any sector)
  • Experience in Microsoft Office products
  • Can show attention to detail and accuracy

Good time management and able to successfully compete tasks to schedule


We can offer this role as an apprenticeship role where you can learn on the job alongside day release to college leading to full qualification (either Digital Technician, Business Administration or Customer Service).

Alternatively, we can offer a standard route role without apprenticeship depending on the person. All staff members have access and encouragement for continuous personal development.

Interviews will be held on Friday, 08 July 2022

Should you have any queries, please use the contact details below to get in touch.

Person specification


Essential criteria
  • A good education including English Language and Mathematics preferably GSCE C grade or above or equivalent (functional skills level 2) or equivalent experience
Desirable criteria
  • Courses / further study / or other CPD to demonstrate evidence of personal development.
  • NVQ level 4 or equivalent qualification in Workforce Systems/ Customer care or similar discipline


Essential criteria
  • Experience within a busy customer support, or helpdesk environment
  • Experience supervising the provision of standard procedures, providing advice and escalating issues where appropriate
  • Experience of Workforce systems e.g. Rostering, Payroll, Training
Desirable criteria
  • Experience in providing guidance on human resources or training queries
  • Experience supervising the provision of support for IT systems with an ability to learn and assimilate information quickly.
  • Experience of Workforce systems e.g. Rostering, Payroll, Training


Essential criteria
  • Enthusiasm to learn new systems with the aim of providing guidance to customers
  • Good customer facing skills / telephone / communication skills
  • Good verbal and written communication skills required to supervise team members and respond to queries.
  • A structured and proven ability to work to deadlines, prioritise and multi-task and able to monitor this for a team
  • PC literate with experience of using Windows based applications e.g. Microsoft Office – Word and Excel
  • Able to show attention to detail and accuracy when working for sustained periods of time
  • A solution focused, problem solver


Essential criteria
  • Able to demonstrate behaviours that meet the Trust Values  Patients First  Always Improving  Working Together

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyDisability confident employerCare quality commission - Good

Documents to download

Apply online now

Further details / informal visits contact

Tracy Wyatt
Job title
Systems Facilitator/Helpdesk Lead
Email address
Telephone number
02381 205500

If you have problems applying, contact

If you have problems with the
online application form please contact
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