Help Desk Operator and Administrator
- Devon
- Full Time
- £25,992 - £27,711 per annum

The Children’s Case Management Systems Team are seeking someone with good attention to detail, confidence in navigating case management systems and who enjoys building and maintaining positive professional relationships with customers to support their recording needs.
Knowledge of and experience with Eclipse or Children’s Social Care is beneficial but not essential and full training will be provided. You will be joining an existing team of support staff who work with the whole authority to ensure that their system needs are being met. Within our role with Adopt South West you will also be supporting practitioners from Somerset, Torbay, and Plymouth as well as Devon County Council.
This is an administrative role that requires the applicant to have a good understanding of the importance of timely and accurate recording. You will be responsible for responding to practitioners who have varying IT literacy to address their recording needs. You will need to have or be confident in building a comprehensive understanding of the recording systems they use.
You will need to be person focused, while ensuring that any actions taken to address their concerns are recorded with a clear audit trail, and sit within the bounds of our work, while keeping them in line with their practice standards and expectations. You will have clear guidance to follow and access to an experienced team to support you with this.
As well as manning the helpdesk, you will be expected to work as a larger part of the team during prep for Ofsted and when DfE stat returns are due. This might include data tidy work or system maintenance that can be easily done alongside user support requests.
You will be responsible for identifying the cause of the practitioners’ concern with training around known issues and solutions, but you will not be responsible for identifying causes of new problems: this analytical work will be escalated to other members of the team. You will be encouraged and welcomed to share your thoughts and ideas around this, but responsibility will not sit with you.
You will be expected to explain work you have completed and evidence via an audit trail any changes to the system you make as part of your work.
You will support the service at time of Ofsted and DfE stat returns and work closely with the team to ensure you are aware of system change and impact this has on recording and reporting requirements, so you can work effectively with service and the management information team.
Other aspects of the role include helping to recognise patterns of practice that may be concerning and contributing to the preparation of user guides to support the service to understand where they are making recording errors and how to address these.
This role requires covering the operational hours of the helpdesk which are 9 - 5 Monday to Thursday and 9 - 4 on Friday.
For an informal discussion please contact Sally Evans / 01392 388859 / sally.charlesworth@devon.gov.uk
Internal Applicants, please note: If you are an existing DCC employee, please use your iTrent Employee Self Service (ESS) details to log in and apply.
Please click Apply Now to see the Job Description.
What we can offer you
Working for Devon County Council has all the benefits that you can expect from a large employer.
In return for the vital contribution that you make, we offer:
- 26 days annual leave per year (rising with length of service) plus Bank Holidays effective from 1 April 2024
- Membership of the Local Government Pension Scheme - more information can be found on the Peninsula Pensions website
- Access to our confidential Employee Assistance Programme – available 24/7 to support you with personal and work life
- Flexible working opportunities, including home-working (subject to the needs of the role)
- Discounts from local and high street retailers through the Devon Discounts scheme
- DCC embraces the positive benefits of a diverse workforce and is committed to providing an environment that is inclusive and safe. We welcome applications from people who share our commitment to stop discrimination, challenge inequality and promote diversity across Devon. More information can be found on our Equality and Diversity webpages.
- Happy to Talk Flexible Working - The Council offers flexible working arrangements in terms of when and where people work e.g. hybrid working, part-time, condensed hours etc.
- We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff and volunteers to share this commitment.
- This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
- Personal data we collect from you will be processed in accordance with the Applicant privacy notice.
- For more information about Working for Devon please visit our Working for Devon page.
- This role requires a DBS disclosure.
Reference: REQ007394