Business Title: Operations Support Assistant
Job Title: Operations Support Assistant
Team / Department: Operations Support
Location: Warwick 3 days per week / Remote Working - 2 days
Reports To: Operations Support Manager
2. JOB PURPOSE
The purpose of the Operations Support Assistant is to:
1. Support the NHS ESR Account by answering the corporate phone lines.
2. Triage service requests raised by Internal and External clients.
3. RESPONSIBILITIES
1. To ensure that the corporate telephone lines are answered in a professional manner and dealing with the callers' requests in the most appropriate manner.
2. To provide an administration service to the accounts helpdesk system by maintaining and administering user accounts, completing password resets, and ensuring that client details are kept up to date and accurate.
3. To conduct monthly analysis of call stats and Service Requests raised for inclusion into Management reports.
4. To triage service requests passed to the operations support resolver queues ensuring that the request is dealt with in the most appropriate manner while making sure that all SLA's are adhered to.
5. To assist in the creation of business reports for the Service Desk.
6. To assist with running test scripts for the ICD system upgrades.
7. To assist the Operations Support Manager with any adhoc requests.
4. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
4.1 Knowledge / Experience
The post holder must have knowledge / experience of:
1. Working within customer service and administrative roles.
2. Good working knowledge of Microsoft applications (i.e. Outlook, Word, Excel).
3. Working on own initiative and not be dependent on continuous hands-on leadership.
4. A basic knowledge of SQL.
5. Working well within a close team.
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