Responsible for assising with the investigation and resolution of OLM-ESR, Appraisal, OPASG2 and OH Service desk queries and calls related to system or service errors, network issues, then subsequently assisting with providing advice to system users on the resolution of issues. As such attention to detail is a crucial skill within this role to ensure the effective delivery and receipt of complex information and the subsequent analysis of information and data. Review facts or situations, some of which require analysis before responding. Analyse data from the OH system and create charts and graphs to present data visually and identifying trends from the collected data. Able to analyse learners data from the OLM/ESR system, run and present easy to understand reports at meetings. It is essential that the postholder can demonstrate excellent verbal and written communications skills including the ability to clearly convey complex information in a way that can be fully comprehended. The postholder should have some experience in the provision of customer service and working in a pro-active, team-based Customer focus environment. The OD and System Teams are a flexible and interactive team across the Trust, and is key to help and assist each other in providing a first-class service at all times to service users. The postholder will be providing and receiving routine information verbally, in writing and electronically to inform work colleagues. Some of the information may require tacts and the use of persuasive skills. For instance, the postholder will have sight of health information and safeguarding issues which may arise within the department, and be able to articulate this to colleagues. Respond to general queries regarding StatMand training, ESR via telephone and emails. Ensure the OD inbox queries are responded to within the 3 days turnaround time as per the Service Level Agreement. It is important that the postholder is able to respond to staff request effectively with a direct telephone calls if required. The postholder is required to plan tasks and activities, which may require adjustments due to conflicting tasks/interruptions, and plan straight forward activities and works with the other Teams such as workforce to ensure accurate capturing of staff learning and development activities. The post holder is responsible for prioritising their own workload to ensure all queries relating to OLM and ESR requests are managed through to completion in accordance with appropriate Service Level Agreements. The postholder will be trained as a super user, and on ESR-OLM system equipping them to be able to plan and deliver training to colleagues The postholder must have the ability to meet tight deadlines with a high degree of accuracy to allow the OD and OH system to operate effectively.