Support Administrator

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.

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.

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.

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.