E-Rostering Service Desk Assistant

NHS; Harrogate; On-site; GBP 20,000 - 25,000; Full time

Job summary

Harrogate and District NHS Foundation Trust is seeking an E-Rostering Service Desk Assistant to provide essential support in a digital service desk environment. The role involves maintaining system accuracy, assisting users, and ensuring high-quality customer service while working closely with the e-Rostering team. Full training will be provided, and the position offers a supportive culture within the NHS.

Benefits

Employee Assistance Programme

Counselling service

Fast-track Physiotherapy service

Staff Recognition Awards

Qualifications

• Good understanding of IT software packages such as Word, Excel, and Outlook.
• Experience working within a service desk environment.
• Administration knowledge of Optima (HealthRoster) or ESR.

Responsibilities

• Provide initial first line support for system access and issues.
• Maintain high levels of system security in line with Trust policies.
• Provide day-to-day support for e-Rostering system users.

Skills

Planning and Organisational Skills

Interpersonal Skills

Problem Solving Skills

Education

GCSE or equivalent in Maths and English grade 4 or above

NVQ Level 2 or above in Business Administration

Tools

Word

Excel

Outlook

Optima (HealthRoster)

ESR

Job description

Go back Harrogate and District NHS Foundation Trust

E-Rostering Service Desk Assistant

The closing date is 01 June 2025

Are you passionate about customer service and working in a digital service desk environment supporting your colleagues and service users? If so, we have an exciting opportunity for an administration assistant to join the team supporting e-Rostering and overseeing the system service desk.

We welcome prospective applicants contacting us for an informal discussion and to answer any questions you may have. For more information please contact John Snelson - e-Rostering Team Leader at [e-mail].

**This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if you are interested.**

Main duties of the job

The Department are the expertsystemadministrators of the e-Rostering system and associated modules, including Safecare,ESRgo,TimeClocksand Medics on Duty. Theyare responsible for undertaking all system configuration, support, training, data analysis and reporting to maximise the benefits and ensure it is fit for purpose and supportsoptimumand efficient staffing requirements.

You will be inputting data into the central e-Rostering system, so you must be able to maintain accuracy and have an eye for detail. You will be answering the phone and support requests from managers and users. You will be expected to provide excellent customer service and help the users get the best from the systems we have in place.

You will already be able to use Excel, Word and other MS packages and be willing to learn about our e-Rostering and ESR systems. Full training is provided in our e-Rostering system.

The service desk operates Monday - Friday, 8.30 - 4.30. The team operate a paperless environment.

Please ensure you read the job description and evidence how you meet the person specification in your application.

About us

Harrogate and District NHS Foundation Trust (HDFT) cares for the population in Harrogate and the local area, as well as across North Yorkshire, Leeds and parts of the North East.

At HDFT we provide outstanding care to both our patients and our staff and we value Kindness, Integrity, Teamwork and Equality. If you're looking for an interesting and rewarding career in the NHS, where you can make a real difference to patients' lives, HDFT could be the place for you!

We offer colleagues:

• A supportive culture so colleagues can bring their whole selves to work.
• Staff Recognition - as well as regular appraisals, we recognise achievements with our Making a Difference & Team of the Month Awards, along with annual Colleague Recognition Awards.
• Employee Support and wellbeing - we offer a wide range of staff benefits including an Employee Assistance Programme, counselling service and a fast-track Physiotherapy service.

Please note:

• Due to high levels of interest, posts may close early if we reach a sufficient number of applications
• Visa sponsorship is only available for certain roles. Please ensure the role you are interested in meets the criteria for a visa before submitting your application.
• Please also be aware that the Trust does not offer relocation packages for Agenda for Change roles.

Job responsibilities

Key Responsibilities

• Provide initial first line support for system access and issues, escalating where additional investigation is required.
• Maintain high levels of system security in line with Trust policies
• Provide day-to-day support for e-Rostering system users, answering telephone and email queries.
• Undertake system administration activities, i.e. managing user accounts, allocating correct system access and ensuring that user requests are responded to.
• Provide administration support for new user and department migrations to the system.
• Assist with the accurate maintenance of system data and troubleshooting of issues / errors.
• Responsible for the preparation and distribution of daily and ad-hoc reports.
• To collect and prepare activity data as required, including efficiency indicators on roster production, utilisation of staff and performance of the software.
• To provide data on an ad-hoc basis as required by the e-Rostering Manager.
• Supporting the workforce of the trust in the operation and development of the e-rostering system
• Responsible for the creation and maintenance of electronic documentation and records within the document library.
• Preparing and issuing agenda and papers for meetings, taking actions as appropriate
• Assisting the team with administration and maintaining accurate electronic records.
• To escalate all issues of risk or concern to the E-Rostering Manager.
• To work on their own initiative and without routine direct supervision
• Commitment to delivering a high-quality service to Trust staff impacted by the introduction of new IT solutions
• Assist in training of new staff
• Commitment to developing good working relationships with colleagues and wider staff.
• Undertake all such reasonable other duties as may be required as part of the role.

Other Requirements

• Ensure confidentiality at all times.
• Provides effective communication, maintaining excellent inter-personal skills when dealing with members of staff at all levels within the Trust. Liaises with other departments as required.
• Take responsibility for continuous professional development.
• The role is based on site at Harrogate
• Interviews will be held in person on site at Harrogate

Special Conditions

• Undertake other tasks and duties as required which are commensurate with the nature of this post.

This job description represents an outline of the responsibilities of the post and may be amended following consultation with the post holder.

For more information please see job description attached.

Person Specification

Qualifications

• GCSE or equivalent in Maths and English grade 4 or above or NVQ Level 2 or above in Business Administration

Experience

• Good understanding of IT software packages such as Word, Excel, and Outlook
• Working within a service desk environment
• Administration knowledge of Optima (HealthRoster) or ESR.

Skills and Aptitude

• Good Planning and Organisational Skills
• Good interpersonal skills
• Ability to work within a team

Knowledge

• Analysis and problem solving 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.

Harrogate and District NHS Foundation Trust