Help Desk Assistant - Facilities

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non-clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included. The Role As a Helpdesk Operator within NHS Greater Glasgow and Clyde, you will play a vital role in supporting the delivery of essential Facilities Services across our hospital sites. Acting as the first point of contact for patients, staff, visitors and contractors, you will help ensure requests, enquiries and urgent issues are managed efficiently and professionally. This is a fast-paced and rewarding role where no two days are the same, offering the opportunity to make a real difference to the smooth running of our healthcare environments. Working as part of one of the UK's largest NHS organisations, you will join a supportive team committed to delivering excellent service and supporting patient care. If you thrive in a customer-focused environment and enjoy problem-solving, this could be the ideal opportunity for you. This role does not meet the eligibility criteria for a Skilled Worker visa or a Heath and Care Worker visa. NHS Greater Glasgow and Clyde (NHSGGC) is unable to provide candidates or employees with a Certificate of Sponsorship (COS). Duration, Location, and Working Pattern: Part-time, Permanent You will be based at The Queen Elizabeth University Hospital Working Pattern: Monday - Friday 14:00 to 18:00 Please note the salary is Pro Rata for part time hours. Key Responsibilities Act as the first point of contact for Facilities-related enquiries from patients, staff, visitors and contractors Receive, log, prioritise and monitor a wide range of maintenance, Facilities and service requests Respond to telephone calls, emails and voicemail enquiries in a professional and timely manner Coordinate and progress emergency and non-emergency jobs, ensuring they are directed to the appropriate teams Monitor alarms and follow established procedures to ensure issues are escalated appropriately Maintain accurate records, databases and management information using a variety of electronic systems Provide comprehensive administrative support across Facilities Services, including ID badge administration, reporting and general office duties Knowledge, training, qualifications and/or experience required to do the job: Previous experience working in a busy customer service, helpdesk, administration or call handling environment Excellent communication and interpersonal skills with the ability to interact confidently with a wide range of people Strong organisational skills with the ability to prioritise competing demands in a fast-paced setting Good working knowledge of Microsoft Office applications, including Word, Excel and Outlook Experience of maintaining accurate records and using electronic information systems and databases Ability to remain calm, professional and customer-focused when dealing with urgent requests or challenging situations Knowledge of customer care principles and a commitment to delivering a high-quality service at all times What We Offer We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities. As an NHS Scotland employee, you will be entitled to: A minimum of 27 days annual leave, increasing with length of service, plus public holidays Membership of the NHS Pension Scheme, including life insurance benefits Salary Sacrifice Car Benefit Scheme Development opportunities including study bursaries, e-learning and classroom-based courses Enhanced pay for working public holidays NHS discounts on a wide range of goods and services Confidential employee support and assistance, including counselling and psychological therapies Interested? If you would like to find out more, we would love to hear from you. For An Informal Discussion, Please Contact Peter Toland, Administration Manager on 0141 354 9614 or [email protected] Details on how to contact the Recruitment Service and the Recruitment Process: Information for candidates This post may close early due to the volume of response. Please submit your application form as soon as possible. AI tools like ChatGPT or Copilot can be great for planning and preparing your application, but your answers must be your own. Show us the real you: Your application should reflect your skills, experience, and motivations authentically. Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers. Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements. Tip: Think of AI as a helper, not a substitute. We want to understand you, not an AI tool. NHS Greater Glasgow and Clyde (NHSGGC) recognises the importance of work-life balance and is committed to offering a range of flexible working options where service needs allow. For roles where less than full-time hours can be accommodated, and where the tenure is listed as “various”, we encourage applications from individuals seeking flexible working arrangements. Flexible working will be included as a topic for discussion during the recruitment process. NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and are proud of the diverse workforce we employ. By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We welcome applications from across the Armed Forces Community and recognise military skills, experience and qualifications throughout the recruitment and selection process. For application portal or log-in issues, please contact the Jobtrain Support Hub in the first instance.

Act as the first point of contact for facilities-related enquiries and manage the logging and prioritization of maintenance and service requests. Provide administrative support including ID badge administration and monitoring alarms to ensure appropriate escalation.

Requires previous experience in a busy customer service, helpdesk, or administrative environment with strong proficiency in Microsoft Office. Candidates must possess excellent communication skills and the ability to remain professional in fast-paced, urgent situations.

• Employee Assistance Programme • Cycle To Work Scheme • Bursary Scheme • Learning And Development Opportunities • Annual Leave • Nhs Pension Scheme • Life Insurance Benefits • Salary Sacrifice Car Benefit Scheme • Study Bursaries • E-learning • Classroom-based Courses • Enhanced Pay For Public Holidays • Nhs Discounts • Counselling And Psychological Therapies

• Customer servicePreferred
• CommunicationPreferred
• OrganizationPreferred
• Microsoft WordPreferred
• Microsoft ExcelPreferred
• Microsoft OutlookPreferred
• Problem solvingPreferred

Identified from the job description. Confirm important requirements above.

• Customer Service
• Helpdesk Operations
• Call Handling
• Administration
• Communication
• Interpersonal Skills
• Organization
• Prioritization
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Database Management
• Problem Solving
• Customer Care Principles
• Electronic Information Systems

• Customer Service & Support
• Administrative
• Healthcare
• Government & Public Sector

Minimum experience

0+ years

Apply by

Sep 6, 2026

Posting language

English

Working hours

20 hours per week

Seniority

Entry level