Helpdesk Operative

Sodexo Group; Stoke-on-Trent; On-site; GBP 18,000 - 22,000; Part time

Benefits offered by this job

Uniform provided

Blue Light Card access

Sodexo Benefits

Mental health resources

Job summary

Sodexo is seeking a Helpdesk Operative at Royal Stoke Hospital in Stoke-on-Trent to log and process service requests and support a 24-hour Helpdesk and Reception. You will stay calm under pressure, be highly organised, and deliver excellent customer service while supporting Trust staff.

The role requires IT proficiency in Microsoft Office and strong communication skills, with a focus on confidentiality and data accuracy. Training and benefits are provided.

Qualifications

• IT literate with knowledge of Microsoft Office (Word, Excel, Outlook).
• A strong team spirit and excellent communication skills.
• The ability to stay calm, focused, and organised under pressure.
• Provide excellent customer service and handle complaints professionally.
• Act proactively, adapt quickly to change, and work independently.
• Maintain confidentiality and handle sensitive information appropriately.
• Demonstrate strong listening and communication skills.
• Be adaptable, self-motivated, and detail-oriented.

Responsibilities

• Receive, log, and process service requests efficiently.
• Contribute to a 24-hour Helpdesk and Reception service, performing operative duties as needed.
• Adhere to company policies and health & safety regulations.
• Support colleagues and Trust staff; assist with duties of other staff when necessary.
• Handle customer complaints; elevate to management when needed.
• Maintain call response times and process requests within service standards.
• Follow instructions and work within Helpdesk procedures.
• Focus on accurate data input and task allocation.
• Complete work records and report unresolved issues to supervisors.
• Manage difficult and emotional situations tactfully.

Skills

IT literacy

Team spirit

Excellent communication

Data accuracy

Discretion

Tools

Microsoft Office

Outlook

Job description

The following content displays a map of the jobs location - Stoke-on-Trent

Healthy outcomes start with positive patientexperiences.

• 26.25 Hours a Week /4 On 4 Off / 2pm - 10pm
• £13.96 per hour
• Uniform Provided / Access to Blue Light Card / Sodexo Benefits

Please take the time to read the attached jobdescription

Job Introduction

Healthy outcomes begin with greatpatient experiences.

As a Helpdesk Operative atSodexo, based in RoyalStoke Hospital , you’ll play a key role indelivering a seamless and supportive experience for patients and visitors.You’ll be highly organised, an excellent communicator, and thrive in a dynamichealthcare environment. Our hospitals rely on skilled administrativeprofessionals like you to keep things running smoothly behind the scenes . Join Sodexo and be part of something greater. Youbelong in a team where you can act with purpose and thrive in your way.

What you’ll do:

• Receive, log, and process service requests efficiently.
• Contribute to a 24-hour Helpdesk and Reception service, performing operative duties as needed.
• Adhere to company policies and health & safety regulations.
• Support colleagues and Trust staff; assist with duties of other staff when necessary.
• Handle customer complaints; elevate to management when needed.
• Maintain call response times and process requests within service standards.
• Follow instructions and work within Helpdesk procedures.
• Focus on accurate data input and task allocation.
• Complete work records and report unresolved issues to supervisors.
• Manage difficult and emotional situations tactfully.

What you bring:

• IT literate with knowledge of Microsoft Office (Word, Excel, Outlook).
• A strong team spirit and excellent communication skills
• The ability to stay calm, focused, and organised under pressure
• Embody and promote company values.
• Provide excellent customer service and handle complaints professionally.
• Act proactively, adapt quickly to change, and work independently.
• Maintain confidentiality and handle sensitive information appropriately.
• Demonstrate strong listening and communication skills.
• Be adaptable, self-motivated, and detail-oriented.

Working at Sodexo isn’t just a job — it’s a chance tomake a difference every day. You'll be part of a supportive team, act withpurpose, and thrive in a role where your work matters. We also offer a range ofbenefits to support you and your loved ones:

• Mental health and wellbeing resources
• Employee Assistance Programme (including financial/legal advice & personal support)
• Free health & wellbeing app with 24/7 virtual GP access
• Discounts on high street brands for you and your family
• Salary finance tools and financial wellbeing resources
• Retirement savings plan and life insurance
• Full training and protective uniform provided.
• Opportunities to gain experience through learning and development.
• Cycle to Work scheme & volunteering opportunities.
• Flexible working and a dynamic team environment
• Competitive pay

About Sodexo

At Sodexo, our purpose is to create a better every dayfor everyone to build a better life for all. As the global leader in servicesthat improve the Quality of Life, we operate in 55 countries, serving over 100million consumers each day through our unique combination of On-Site Food andFM Services, Benefits & Rewards Services and Personal & HomeServices.

We are committed tobeingan inclusive employer. Weare a forces friendly employer. We welcome and encourage applications from peoplewith a diverse variety of experiences, backgrounds, and identities . We encourage our employees to get involved with ourEmployee Networks such as Pride, Sodexo Parents & Carers, SodexoDisability, Ability network, So Together, Generations and Origins.

We’re a Disability Confident Leader employer. We’re committed tochanging attitudes towards disability, and making sure disabled people have thechance to fulfil their aspirations . We run a DisabilityConfident interview scheme for candidates with disabilities who meet theminimum selection criteria for the job .

Sodexo Disability, Ability network, So Together,Generations and Origins.