Northumbria Healthcare NHS Foundation Trust
The Customer Service Support Assistant is responsible for the successful operation of the NEP Service Desk. Teamwork is key in this role and the Customer Service Support Team works 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.
The Customer Service Support Assistant role is pivotal to the NEP Cloud business and reputation as the Customer Service Support Team is the first line contact for support and maintenance; it is therefore important that those successful in appointment to this role maintain a respectful, courteous, and supportive demeanor at all times.
Main Duties of the Job
The Customer Service Support Team processes 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 they require a more concentrated focus. It is therefore important to identify these calls and seek guidance from the wider NEP team to ensure an effective resolution.
It is the responsibility of the Customer Service Support Assistant to control the security protocols outlined by NEP and the Host Trust, which ensure the safety and security of data and controlled access to the system. This also involves responsibility for the strict control of the Authorised Named Users Lists.
Job Responsibilities
The Customer Service Support Assistant is responsible for the successful operation of the NEP Service Desk. Teamwork is key in this role and the Customer Service Support Team works 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.
The Customer Service Support Assistant role is pivotal to the NEP Cloud business and reputation as the Customer Service Support Team is the first line contact for support and maintenance; it is therefore important that those successful in appointment to this role maintain a respectful, courteous, and supportive demeanor at all times.
Person Specification
Qualifications
* NVQ level 2 in an administrative vocational qualification or demonstrative knowledge and experience learned through on-the-job training.
* ECDL professional qualification or equivalent experience.
* It would be beneficial but not essential for the post holder to have some working knowledge of the NHS.
Experience
* Experience of working within a Customer Service environment.
* Experience of working in an NHS Finance or Procurement Team.
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.
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