Digital Transformation Helpdesk Administrator

Integrated Care System; Dartford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A healthcare provider in Dartford is seeking a Digital Transformation Helpdesk Administrator to manage helpdesk operations, handle inquiries, and provide excellent customer service. The role requires strong organizational and communication skills, along with prior experience in customer service or IT support. This position offers agile working, requiring a minimum of two days in the office.

Qualifications

• Experience working in a helpdesk or admin support role.
• Experience managing a high volume of enquiries.
• Ability to provide clear and timely responses.

Responsibilities

• Operate and manage the Digital Transformation Helpdesk.
• Handle and prioritize ServiceDesk requests.
• Provide professional service via all communication channels.

Skills

Customer service

IT support

Communication

Organizational skills

Education

Good general education (e.g. GCSEs including English)

Formal customer service or IT training

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Digital Transformation Helpdesk Administrator

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 Listen
• We Care

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
• 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.