Job summary
We have an exciting opportunity for an exceptional individual with relevant skills, knowledge and experience to join the System Support Team at NEP.
The Systems Support Assistant will be 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 within predefined timescales, and in accordance with NEP Service Level Agreements.
NEP is hosted by Northumbria Healthcare NHS Foundation Trust who was voted the best acute and combined acute and community trust in the country, based on the experience of its staff (NHS Staff Survey 2022).
Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received
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 NEP Systems 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 Systems Support Team will work rostered shifts within these times. This post allows hybrid-working, where work will be carried out 3 days in the office and 2 days working from home as part of the support team rota.
About us
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read 'applicant guidance notes' before submitting your application.
Job description
Job responsibilities
The System Support Assistant is responsible for the successful operation of the NEP Service Desk support by the System Support Officers. Teamwork is key in this role and the System Support Team work very closely together to ensure that all Service Desk calls are either managed and resolved, or escalated within predefined timescales, and in accordance with NEP Service Level Agreements.
The Systems Support Officer will provide support and guidance to members of the NEP Consortium as required in relation to system functionality and best practice across all business processes; P2P, O2C and A2R solutions.
Applicants who are members of the Armed Forces, and those who have a disability that requires support in the work place (two ticks pledge) and who meet the essential criteria will be interviewed under the Trust's interview guarantee scheme.
We recognise the positive value of diversity and inclusion and are committed to a workforce that is diverse, equal and inclusive. We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from Black, Asian and Minority Ethnic (BAME) candidates as BAME people are currently under-represented in our workforce as well as other under-represented groups such as LGBT+ and disabled candidates. We are proud to be a Disability Confident Employer, a Stonewall Diversity Champion, we have a Gold award from the Defense Recognition Scheme, and we are delighted to support Apprenticeships, Age Posi+ive and are a mindful employer.
If you require any reasonable adjustments to attend interview please make the recruitment team aware as soon as possible by calling our HR Recruitment Team on 0191 203 1415 option 2.
Applicants who meet the Fit and Proper Person Requirements (FPPR) will require additional pre-employment checks in line with CQC and NHS England statutory guidance.
Make sure to read the applicant guidance notes before submitting your application and make sure you know everything there is to know before joining our fantastic trust!
Job description
Job responsibilities
The System Support Assistant is responsible for the successful operation of the NEP Service Desk support by the System Support Officers. Teamwork is key in this role and the System Support Team work very closely together to ensure that all Service Desk calls are either managed and resolved, or escalated within predefined timescales, and in accordance with NEP Service Level Agreements.
The Systems Support Officer will provide support and guidance to members of the NEP Consortium as required in relation to system functionality and best practice across all business processes; P2P, O2C and A2R solutions.
Applicants who are members of the Armed Forces, and those who have a disability that requires support in the work place (two ticks pledge) and who meet the essential criteria will be interviewed under the Trust's interview guarantee scheme.
We recognise the positive value of diversity and inclusion and are committed to a workforce that is diverse, equal and inclusive. We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from Black, Asian and Minority Ethnic (BAME) candidates as BAME people are currently under-represented in our workforce as well as other under-represented groups such as LGBT+ and disabled candidates. We are proud to be a Disability Confident Employer, a Stonewall Diversity Champion, we have a Gold award from the Defense Recognition Scheme, and we are delighted to support Apprenticeships, Age Posi+ive and are a mindful employer.
If you require any reasonable adjustments to attend interview please make the recruitment team aware as soon as possible by calling our HR Recruitment Team on 0191 203 1415 option 2.
Applicants who meet the Fit and Proper Person Requirements (FPPR) will require additional pre-employment checks in line with CQC and NHS England statutory guidance.
Make sure to read the applicant guidance notes before submitting your application and make sure you know everything there is to know before joining our fantastic trust!
Person Specification
Qualifications
Essential
- NVQ Level 3 professional qualification within a Financial or Procurement related study area or equivalent experience.
- GCSE (A-C) or above, or equivalent in Math's & English or equivalent working experience.
Experience
Essential
- Experience of working within a Customer Service environment
Desirable
- It would be beneficial but not essential for the post holder to have experience working within an Procurement / Finance department within the NHS.
Skills and Abilities
Essential
- Advanced keyboard skills and good working knowledge of Microsoft Office, including Word and Excel.
Desirable
- Experience of working within a Finance / Accounts role would be highly beneficial.
Person Specification
Qualifications
Essential
- NVQ Level 3 professional qualification within a Financial or Procurement related study area or equivalent experience.
- GCSE (A-C) or above, or equivalent in Math's & English or equivalent working experience.
Experience
Essential
- Experience of working within a Customer Service environment
Desirable
- It would be beneficial but not essential for the post holder to have experience working within an Procurement / Finance department within the NHS.
Skills and Abilities
Essential
- Advanced keyboard skills and good working knowledge of Microsoft Office, including Word and Excel.
Desirable
- Experience of working within a Finance / Accounts role would be highly beneficial.
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.
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
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.
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).
