Helpdesk Administration Assistant
Posting date: | 16 October 2025 |
---|---|
Salary: | Not specified |
Additional salary information: | £24,937 - £26,598 pro rata per annum |
Hours: | Full time |
Closing date: | 15 November 2025 |
Location: | Seaton Delaval, NE25 0QJ |
Company: | Northumbria Healthcare NHS Foundation Trust |
Job type: | Permanent |
Job reference: | 7542425/319-7542425SC |
Summary
A Vacancy at Northumbria Healthcare - NHFM (Northumbria Healthcare Facilities Management).
· NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers. Including the logging, allocation and updating of reactive service requests assigned to our FM Operations teams or contractor supply chain.
· The post holder will be part of the frontline helpdesk service for our customers and the first point of contact for receiving and processing all customer FM related issued raised across our estate.
· Provide a helpdesk and administration service to NHFM and observing fully the adherence to all Trust policies.
· Provide excellent level of customer service when handling requests and enquiries from customers with a ‘right first time’ approach when logging reactive service requests, enquiries, updates and ensure job information is accurately captured and the correct priority is assigned to a service request based on health & safety, business impact and customer expectation.
· Ensure helpdesk activities are processed and dealt with in line with established procedures.
· Respond to queries, amend data and re-issue tasks as required.
· Using the in-house CAFM system to manage and prioritise your workload, following each work request, through to a satisfactory conclusion, ensuring that updates are communicated to all relevant parties and in line with agreed KPIs.
· Support and process requests for minor works and new works, quotes, room bookings and space utilisation.
· Recognise and proactively escalate complaints to the Helpdesk Manager and Assistant Operations Manager as appropriate.
· Work towards team goals and targets, meeting KPIs as determined by the Helpdesk Manager and Assistant Operations Manager.
· Undertake additional tasks, duties and responsibilities as required by the FM Helpdesk Manager.
NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital - The Northumbria, three general hospitals - North Tyneside, Wansbeck and Hexham hospitals - and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.
Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our website www.nhfm.co.uk for more information about who we are and benefits of working for us.
· Provide a helpdesk and administration service to NHFM and observing fully the adherence to all Trust policies.
· Provide excellent level of customer service when handling requests and enquiries from customers with a ‘right first time’ approach when logging reactive service requests, enquiries, updates and ensure job information is accurately captured and the correct priority is assigned to a service request based on health & safety, business impact and customer expectation.
· Ensure helpdesk activities are processed and dealt with in line with established procedures.
· Respond to queries, amend data and re-issue tasks as required.
· Using the in-house CAFM system to manage and prioritise your workload, following each work request, through to a satisfactory conclusion, ensuring that updates are communicated to all relevant parties and in line with agreed KPIs.
· Support and process requests for minor works and new works, quotes, room bookings and space utilisation.
· Recognise and proactively escalate complaints to the Helpdesk Manager and Assistant Operations Manager as appropriate.
· Work towards team goals and targets, meeting KPIs as determined by the Helpdesk Manager and Assistant Operations Manager.
· Undertake additional tasks, duties and responsibilities as required by the FM Helpdesk Manager.
This advert closes on Thursday 30 Oct 2025
· NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers. Including the logging, allocation and updating of reactive service requests assigned to our FM Operations teams or contractor supply chain.
· The post holder will be part of the frontline helpdesk service for our customers and the first point of contact for receiving and processing all customer FM related issued raised across our estate.
· Provide a helpdesk and administration service to NHFM and observing fully the adherence to all Trust policies.
· Provide excellent level of customer service when handling requests and enquiries from customers with a ‘right first time’ approach when logging reactive service requests, enquiries, updates and ensure job information is accurately captured and the correct priority is assigned to a service request based on health & safety, business impact and customer expectation.
· Ensure helpdesk activities are processed and dealt with in line with established procedures.
· Respond to queries, amend data and re-issue tasks as required.
· Using the in-house CAFM system to manage and prioritise your workload, following each work request, through to a satisfactory conclusion, ensuring that updates are communicated to all relevant parties and in line with agreed KPIs.
· Support and process requests for minor works and new works, quotes, room bookings and space utilisation.
· Recognise and proactively escalate complaints to the Helpdesk Manager and Assistant Operations Manager as appropriate.
· Work towards team goals and targets, meeting KPIs as determined by the Helpdesk Manager and Assistant Operations Manager.
· Undertake additional tasks, duties and responsibilities as required by the FM Helpdesk Manager.
NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital - The Northumbria, three general hospitals - North Tyneside, Wansbeck and Hexham hospitals - and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.
Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our website www.nhfm.co.uk for more information about who we are and benefits of working for us.
· Provide a helpdesk and administration service to NHFM and observing fully the adherence to all Trust policies.
· Provide excellent level of customer service when handling requests and enquiries from customers with a ‘right first time’ approach when logging reactive service requests, enquiries, updates and ensure job information is accurately captured and the correct priority is assigned to a service request based on health & safety, business impact and customer expectation.
· Ensure helpdesk activities are processed and dealt with in line with established procedures.
· Respond to queries, amend data and re-issue tasks as required.
· Using the in-house CAFM system to manage and prioritise your workload, following each work request, through to a satisfactory conclusion, ensuring that updates are communicated to all relevant parties and in line with agreed KPIs.
· Support and process requests for minor works and new works, quotes, room bookings and space utilisation.
· Recognise and proactively escalate complaints to the Helpdesk Manager and Assistant Operations Manager as appropriate.
· Work towards team goals and targets, meeting KPIs as determined by the Helpdesk Manager and Assistant Operations Manager.
· Undertake additional tasks, duties and responsibilities as required by the FM Helpdesk Manager.
This advert closes on Thursday 30 Oct 2025