Job description

Job responsibilities

- Help to ensure the Service Desk attains and seeks to improve internally set and customer facing targets.

- Monitor and action the IT Service Desk queue for the team, efficiently responding to queries within agreed Service Level Agreements. Customers/Users should be kept informed of progress.

- Escalate customer issues and requests to Service Desk Supervisors.

- Assess the impact and urgency of calls to enable appropriate prioritisation in line with Service Level Agreements

- Champions a customer-focused approach and the delivery of high-quality products that respond to customers needs.

- Participate in the review and resolution of major incidents where required

- Assist in the maintenance of IT asset inventories as required.

- Be able to work within other IT Service Desk teams as required by the needs of the service.

- Prepared to undertake and complete tasks outside of their job description on an as-required basis in response to business demands.

- Undertake other duties that are considered to be within the general scope of this post as required by the Service Desk Supervisor.

Person Specification

Qualifications

Essential

• 5 or more GCSE level qualifications including English and Mathematics at grade A to C or equivalent. Exposure to ITIL Practice Evidence of technical training to first level support.

Desirable

• ITIL Foundation

Experience

Essential

• Previous experience of working providing second line support for IT Systems in a complex IT support environment using ITIL principles.

Desirable

• Previous experience of working in an NHS environment providing second line support for IT Systems in a complex IT support environment using ITIL principles.

Knowledge

Essential

• Knowledge of supporting a broad range of IT equipment and services including desktops, printers and network environments.

Desirable

• LOA NHS MAIL Administration
• Strong knowledge of National NHS applications

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.

Employer details

Employer name

NHS Greater Manchester Integrated Care

Address

St. James's House / hybrid working

Salford

M6 5FW

United Kingdom

Employer's website

https://www.gmsharedservices.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

COMMUNICATION

• Deal efficiently and courteously with queries and correspondence, both written and verbal from a wide range of internal and external customers.
• Complete all documentation and correspondence accurately and to a high standard in line with procedures and within agreed timescales.

INFORMATION RESOURCES, ANALYSIS AND DECISION MAKING

• Input information as required onto a range of corporate systems and service-specific platforms.
• Update and extract information from management information systems accurately and competently as required including the retrieval and collation of reports to agreed procedure.

PLANNING & ORGANISATION

• Provide support to senior officers as required, including organising and attending meetings as required, and taking minutes and action notes where requested.
• Contribute to the design, implementation and maintenance of high-quality management information systems and business support activities, providing comprehensive advice to stakeholders.

PATIENT/CLIENT CARE

• Deal efficiently and courteously with queries and correspondence, both written and verbal from a wide range of internal and external customers.

POLICY & SERVICE DEVELOPMENT

• Use initiative and established procedures to resolve queries at the first point of contact or escalate when appropriate to managers within agreed timescales and procedure.

FINANCIAL & PHYSICAL RESOURCES

• Procure, monitor, and maintain office stationery and equipment, ensuring changes are made in line with procedures, budgets and agreed timescales.

RESEARCH, DEVELOPMENT & AUDIT

• Provide accurate research and analysis support where required and produce a range of high-quality communication, such as emails, reports and briefing notes for various audiences and purposes including complex, confidential, and sensitive correspondence.

Person Specification

Qualifications

Essential

• Educated to at least NVQ level 4 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.

Experience

Essential

• Demonstrable experience of working in a business support or administrative role support.
• Managing filing and/or cataloguing systems
• Experience of dealing with a range of office systems and undertaking desktop research to support service delivery
• Demonstrable experience of taking action to reduce inequalities

Knowledge

Essential

• Able to use Microsoft office and capable of developing competency on a range of bespoke case management platforms.
• Good literacy and numeracy skills with an ability to undertake calculations and produce letters and other documentation.
• Ability to engage with stakeholders to identify information needs and to know how to go about obtaining the relevant information.

Competencies

Essential

• Good interpersonal and communication skills and an ability to communicate clearly, concisely, accurately and in ways that promote understanding.
• Good levels of emotional intelligence, including high levels of empathy.
• Well organised, completes work on time and to required standard and is capable of prioritising own workload to meet deadlines.
• Able to interpret rules and guidelines and know when something needs to be referred to supervisor.
• Able to take minutes, including where this relates to unfamiliar subject matter.
• Able to process potentially distressing or emotional subject matter.
• Ability to work flexibly and creatively as part of an effective team.
• Able to work with uncertainty, change and ambiguity.

Other

Essential

• Self-motivated and able to deal with a demanding workload and deliver consistently to deadlines
• A desire to make a difference.
• Evidence of a commitment to ongoing professional development

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.

Employer details

Employer name

NHS Greater Manchester Integrated Care

Address

The Tootal Buildings

56 Oxford Street

Manchester

M1 6EU

United Kingdom

Employer's website

https://www.gmsharedservices.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

Liaise with all providers with regard to any queries or discrepancies with invoices or accounts.

As first point of contact for providers queries, the post holder will use their own initiative and effectively manage challenging and situations when they arise, displaying a calm, polite attitude at all times. To provide a quality service and ensure effective communication with colleagues is delivered at all times.

The post holder will need to have good working relationships and be able to communicate effectively with professionals including nurses or social workers.

The post holder will be required to manipulate, analyse and interpret large amounts of both financial and non-financial data and understand that output from the CHC care package system is dependent on data input accuracy. The post holder will be required to transfer information into the CHC care package system with accuracy whilst taking into consideration the interdependencies between data input and output including financial forecasts. The post holder will also need to liaise with various departments to resolve financial queries or discrepancies, including but not limited to, providers, local authority, finance department, nurses.

The post holder will be responsible for the completion of Individual Service User Agreements (ISUPAs) following approval of funding.

Data management including data entry, data manipulation and general data and word processing using Access, Excel, Internet, e-mail and filing of records.

Assist in the management of the database registering, updating and generating reports, as required.

The post holder will regularly need to re-allocate/prioritise own tasks to ensure organisational requirements are met.

Although precedent and standard procedures are available, the post holder will be expected to make decisions, prioritise their workload and work largely without supervision; however advice will be available from the Line Manager if required.

The post holder will be required to provide procedural and non-clinical advice to NHS staff, Adult Social Care and other external agencies within the limits of their competency.

The post holder will be required to provide procedural and non-clinical advice to NHS staff, Adult Social Care and other external agencies within the limits of their competency.

Person Specification

Qualifications

Essential

• Good standard of education; GCSE English and Maths or equivalent
• NVQ Level 3 Business Admin (or equivalent) plus further training

Experience

Essential

• Understanding of financial systems and processes

Knowedge

Essential

• Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, PowerPoint and Access
• Ability to manipulate, analyse, interpret and present large amounts of data
• The importance of working as part of a team as well as using own initiative

Desirable

• Knowledge of NHS issues
• Understanding of Confidentiality and Data Protection Act

Competencies

Essential

• Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users; ability to handle sensitive and confidential information
• Good organisational/planning skills with a methodological approach to projects
• Ability to work under pressure in a busy working environment and able to multi-task
• Ability to work on own initiative and able to prioritise own workload to ensure deadlines are met
• Ability to deal with people at all levels within the organisation and external agencies
• Standard keyboard 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.

Employer details

Employer name

NHS Greater Manchester Integrated Care

Address

Trafford Town Hall

Talbot Road

Stretford

M32 0TH

United Kingdom

Employer's website

https://www.gmsharedservices.nhs.uk/ (Opens in a new tab)