(**) Helpdesk Operator / Administration Assistant

Job description

Mid and South Essex NHS Foundation Trust is the only acute hospital provider in the Mid and South Essex Integrated Care System (ICS), which is a system of health and care partners working together for our local population.

Within Mid and South Essex there are 149 GP practices, operating from over 200 sites, forming 27 Primary Care Networks and one Ambulance Trust. There are also three main community and mental health service providers who work together through a community collaborative.

We collaborate with other valuable partners, including three Healthwatch organisations, nine voluntary and community sector organisations and three top tier local authorities, with seven district, borough and city councils, as well as our local universities.

Job overview

Are you organised, proactive, and ready to make a real impact? We're looking for enthusiastic and dynamic Helpdesk Operators / Administration Assistants to join our Estates & Facilities (E&F) team.

What You'll Need to Succeed in This Role:

A passion for delivering excellent customer service - you'll be the first point of contact for Estates and Facilities enquiries, so a friendly, polite, and helpful approach is essential.

Confidence in handling a variety of queries - responding sensitively, taking action where needed, and knowing when to escalate in line with Trust policies.

Strong organisational skills - you'll be logging all job requests accurately into our CAFM system and making sure everything is recorded and actioned correctly.

Great coordination abilities - scheduling and allocating jobs to the right teams while keeping within SLA timeframes and shift patterns.

Attention to detail - using the CAFM planner to manage workload distribution and support the smooth running of planned and reactive maintenance.

Admin know-how - you'll manage day-to-day office tasks like filing, scanning, and handling confidential information securely and professionally.

Problem-solving skills - the ability to assess situations and make informed decisions during daily operations is key.

If you're someone who thrives in a fast-paced environment, is tech-savvy, and enjoys problem-solving, we'd love to hear from you!

Main duties of the job

In this key role, you'll support the smooth running of vital services across the Trust by:

Managing incoming requests (via phone, web, app or in-person)

Logging and allocating planned and reactive jobs using our CAFM system

Ensuring tasks are scheduled and tracked in line with Service Level Agreements (SLAs)

Communicating with staff at all levels to direct requests to the right teams

Helping maintain efficiency and accuracy across our Estates & Facilities operations

You'll be part of a supportive team focused on delivering excellent service and continuous improvement.

Working for our organisation

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.

We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust

Detailed job description and main responsibilities

For more information on this varied and rewarding role, please see the attached Job Description.

We look forward to your application!

Please be aware that we reserve the right to close the vacancy early should a high number of applications be received.

Unfortunately, there is no Visa Sponsorship available for this role.

Person specification

Qualifications

Essential criteria

• Educated to NVQ Level 3 or Equivalent

Experience

Essential criteria

• Previous experience with Microsoft Office
• Previous experience in information collection and analysis

Desirable criteria

• Previous NHS Administration experience
• Previous experience in a customer focused environment

Please be aware as per the new Immigration guidelines we cannot sponsor candidates with a salary (full time or pro Rata) under the current minimum threshold.

Please note, the selection processes at Mid and South Essex NHS Foundation Trust are in place to ensure we recruit candidates with the right skills and values, please be advised that the use of AI in applications are monitored. We remain vigilant against candidates who misuse these tools to generate an application that doesn't accurately reflect their skills, and you will be required to declare on your application if AI has been used before submitting your application.

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