System Support Assistant

Job summary

We have 3 exciting opportunities for exceptional individuals with relevant skills, knowledge and experience to join the System Support Team at NEP.

The Systems Support Assistants are responsible for the successful operation of the NEP ServiceDesk and leadership of the Customer Service Support Assistants. Teamwork is key in this role and the Customer Service and Systems Support Team work very closely together to ensure that all Service Desk calls are either managed and resolved, or escalatedwithin predefined timescales, and in accordance with NEP Service Level Agreements.

NEP is hosted by Northumbria Healthcare NHS Foundation Trust who was voted the best acute and combined acute and community trust in the country, based on the experience of its staff (NHS Staff Survey 2022).

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received

Main duties of the job

The Systems Support Assistants process 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 would require a more concentrated focus, it is therefore important to identify these calls, provide guidance when able to do so and lead in seeking guidance from the wider NEP team when required to ensure an effective resolution.

The NEP Systems Support Team manage an electronic Service Desk between the hours of 08:00 to 18:00 Monday to Thursday and 08:00 to 17:00 Friday; as such the Systems Support Team will work rostered shifts within these times. This post allows hybrid-working, where work will be carried out 3 days in the office and 2 days working from home as part of the support team rota.

About us

NEP is hosted by Northumbria Healthcare NHS Foundation Trust and is the largest NHS Consortium in England. NEP provides a cutting-edge, fully integrated finance and procurement solution tailored specifically for NHS organisations, configured on Oracle Cloud ERP.

Through collaboration and shared learning, we empower our members to optimise resources, meet evolving directives,driving improve outcomes for patients.

At NEP, we foster a culture of inclusion, collaboration and continuous improvement. Staff are supported to grow professionally through mentorship, development programmes and opportunities to work on innovative projects. Our hybrid-working model supports a healthy work-life balance while maintaining strong team connectivity and service delivery.

You will join a motivated and knowledgeable team, where your input is genuinely valued. We are proud of our collaborative ethos and our shared commitment to supporting front-line NHS services through reliable digital infrastructure.