Job summary
We are looking to recruit a Support Administrator to join our friendly Support Team in the ESR, Roster and Payroll Department.
In addition to supporting a wide range of administrative tasks and projects within this busy department, the Support Team provide the first point of contact for Trust Staff, via the central phone number and ticket system.
You will respond to staff seeking advice or experiencing problems related to workforce systems (ESR, Selenity Expenses, HealthRoster) and general Payroll queries.
You will provide support to staff at all levels within ESNEFT therefore applicants must be able to communicate in a clear and concise manner both in writing and on the telephone.
Knowledge of ESR, HealthRoster and Selenity systems and a general understanding of payroll would be desirable, but not essential, as training will be given however a good level of IT skill is essential as the team support a range of staff systems.
Main duties of the job
You will be the first point of contact for Trust staff seeking advice or experiencing problems related to workforce systems, by providing an effective Service Desk, managing technical issues and requests through the full lifecycle to resolution or escalation in instances where they are unable to resolve.
About us
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.
We are one of the largest NHS organisations in England, employing more than 12,000 staff.
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A
Job description
Job responsibilities
- Working as part of a team, provide a service desk function for the Trusts various Workforce Systems (ESR, Selenity Expenses and HealthRoster) and provide support for general payroll queries, managing end user incidents and requests through to resolution, escalating calls to appropriate person/team when required.
- Provide support, information and training for staff on the use and set-up of the various systems, this involves identifying and resolving a range of technical issues, whilst assisting end users with their understanding of the system.
- Ensure all incidents are accurately logged on the incident reporting system (Zoho Desk) as designated by the management team.
- To have a cooperative approach to all users who may call for update information on any works in progress.
- Set up user and maintain end user accounts on the various workforce systems in line with local and Trust policies and procedures, ensuring system access is appropriate.
- Perform system maintenance/housekeeping as directed by workforce system administrators
- Complete testing on new technical functionality and configuration provided as part of system upgrades, as directed by relevant system administrators.
- Assist with recording of key performance indicators including system availability.
- Manage own workload on a daily basis, within the constraints of a service desk environment, referring to manager if necessary.
- To work as part of the wider workforce systems team to provide cover for colleagues during periods of leave and sickness and on a rolling basis to ensure a continuous provision of service.
- To maintain staff details including change requests on workforce systems to ensure the information accurately reflects staff details across the suite of systems for reporting.
- To maintain user accounts across all workforce systems to ensure the integrity and security of workforce systems.
Job description
Job responsibilities
- Working as part of a team, provide a service desk function for the Trusts various Workforce Systems (ESR, Selenity Expenses and HealthRoster) and provide support for general payroll queries, managing end user incidents and requests through to resolution, escalating calls to appropriate person/team when required.
- Provide support, information and training for staff on the use and set-up of the various systems, this involves identifying and resolving a range of technical issues, whilst assisting end users with their understanding of the system.
- Ensure all incidents are accurately logged on the incident reporting system (Zoho Desk) as designated by the management team.
- To have a cooperative approach to all users who may call for update information on any works in progress.
- Set up user and maintain end user accounts on the various workforce systems in line with local and Trust policies and procedures, ensuring system access is appropriate.
- Perform system maintenance/housekeeping as directed by workforce system administrators
- Complete testing on new technical functionality and configuration provided as part of system upgrades, as directed by relevant system administrators.
- Assist with recording of key performance indicators including system availability.
- Manage own workload on a daily basis, within the constraints of a service desk environment, referring to manager if necessary.
- To work as part of the wider workforce systems team to provide cover for colleagues during periods of leave and sickness and on a rolling basis to ensure a continuous provision of service.
- To maintain staff details including change requests on workforce systems to ensure the information accurately reflects staff details across the suite of systems for reporting.
- To maintain user accounts across all workforce systems to ensure the integrity and security of workforce systems.
Person Specification
Experience
Essential
- Experience of electronic systems
- Experience of delivering internal customer support, professionally dealing with a range of situation
Desirable
Qualifications
Essential
- Educated to A Level or equivalent experience
Knowledge
Essential
- oKnowledge and use of Microsoft Office Products particularly Excel
Desirable
- oKnowledge of HealthRoster Optima Product Suite
- oKnowledge of ESR
Personal Skills
Essential
- Excellent communication skills
- Good interpersonal skills
- Systematic approach to problem solving
- Able to work well when under pressure
- Attention to detail
- Team Player
- Able to work without supervision
- Good organisational skills
Person Specification
Experience
Essential
- Experience of electronic systems
- Experience of delivering internal customer support, professionally dealing with a range of situation
Desirable
Qualifications
Essential
- Educated to A Level or equivalent experience
Knowledge
Essential
- oKnowledge and use of Microsoft Office Products particularly Excel
Desirable
- oKnowledge of HealthRoster Optima Product Suite
- oKnowledge of ESR
Personal Skills
Essential
- Excellent communication skills
- Good interpersonal skills
- Systematic approach to problem solving
- Able to work well when under pressure
- Attention to detail
- Team Player
- Able to work without supervision
- Good organisational skills
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.
