Northumbria Healthcare NHS Foundation Trust

Systems Support Assistant

This job is now closed

Job summary

The Systems Support Assistants are responsible for the successful operation of the NEP Service Desk and leadership of the Customer Service Support Assistants. Teamwork is key in this role and the Customer Service and Systems Support Team work very closely together to ensure that all Service Desk calls are either managed and resolved, or escalated to the System Support Team personnel within predefined timescales, and in accordance with NEP Service Level Agreements.

Main duties of the job

The Systems Support Assistants process a vast number of standard service requests which require data to be input into the NEP Cloud solution. There are however some requests that are varied and unique so would require a more concentrated focus, it is therefore important to identify these calls, provide guidance when able to do so and lead in seeking guidance from the wider NEP team when required to ensure an effective resolution.

The Systems Support Assistants role is pivotal to the NEP Cloud business and reputation, as the forming part of the Customer Service and Systems Support Team is the first line contact for support and maintenance, it is therefore important that those successful in appointment to this role lead by example with the rest of the team by maintaining a respectful, courteous and supportive demeanour at all times and discouraging negative behaviour and attitudes within the team.

About us

NEP is a not-for-profit NHS Consortium that provides a centrally serviced, shared Finance and Procurement Cloud ERP system, that fully supports the NHS National Agenda as well as incorporating Shared Services, NHS Procurement Strategy and Future Focus Finance Initiatives.We are the largest Consortium within the NHS, ran by people who really understand and care about the NHS. Our Finance and Procurement Cloud solutions and services have been designed specifically for the NHS by the NHS.The NEP Cloud team delivers' the day-to-day management, maintenance and development of the NEP Cloud solutions. The NEP Cloud team is headed and managed by the Associate Programme Director who is responsible for the corporate management, delivery and development of this highly complex service.The NEP Cloud team comprises of Technical, Applications, Business / Account Management and Support specialists who are responsible for the overall design and build of the system and for the delivery of a programme of continuous development and enhancement, including the management of training for NEP Consortium personnel.A dedicated Customer Service team provides front line support and Service Desk facilities for all NEP Consortium Organisations.The NEP Support Team manage an electronic Service Desk between the hours of 08:00 to 18:00 Monday to Thursday and 08:00 to 17:00 Friday; as such the Support Team members will work rostered shifts within these times.

Date posted

09 August 2022

Pay scheme

Agenda for change

Band

Band 3

Salary

£20,330 to £21,777 a year per annum

Contract

Permanent

Working pattern

Full-time, Flexible working, Home or remote working

Reference number

319-4294341HL-A

Job locations

NEP - Stokesley

Stokesley - North Yorkshire

TS9 5QT

Job description

Job responsibilities

It is the responsibility of the Systems Support Assistants to monitor the control the security protocols, outlined by NEP and the Host Trust, which ensure the safety and security of data and the controlled access to the system. This also involves responsibility for the strict control of the Authorised Named Users Lists.It is a standard requirement that all NEP staff work in line with the NEP Customer Service Charter.

Job description

Job responsibilities

Person Specification

Qualifications

Essential

GCSE (A-C) or above, or equivalent in Math's & English or equivalent working experience.
NVQ Level 3 professional qualification within a Financial or Procurement related study area or equivalent experience.

Person Specification

Qualifications

Essential

GCSE (A-C) or above, or equivalent in Math's & English or equivalent working experience.
NVQ Level 3 professional qualification within a Financial or Procurement related study area or equivalent experience.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

Certificate of Sponsorship

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

NEP - Stokesley

Stokesley - North Yorkshire

TS9 5QT

Employer's website

https://www.northumbria.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

NEP - Stokesley

Stokesley - North Yorkshire

TS9 5QT

Employer's website

https://www.northumbria.nhs.uk/ (Opens in a new tab)