System Support Assistant | Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust

Northumbria Healthcare NHS Foundation Trust; Great Broughton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading NHS trust in England seeks a dedicated individual to join the System Support Team. This role involves managing the NEP Service Desk and leading the Customer Service Support Assistants. Candidates will support system functionality and work closely with a diverse team that values inclusion. The position allows hybrid working with a supportive and innovative work culture. Applications are especially encouraged from candidates from under-represented groups.

Responsibilities

• Lead the Customer Service Support Assistants and manage the NEP Service Desk.
• Process service requests and ensure effective resolution of Service Desk calls.
• Manage electronic Service Desk shifts and hybrid-working arrangements.
• Provide support and guidance on system functionality and best practices.

Job description

Role Overview

We have an exciting opportunity for an exceptional individual with relevant skills, knowledge and experience to join the System Support Team at NEP.

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality – opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read ‘applicant guidance notes’ before submitting your application.

Key Responsibilities

• Responsible for the successful operation of the NEP Service Desk 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 escalated within predefined timescales, and in accordance with NEP Service Level Agreements.
• Process a vast number of standard service requests which require data to be input into the NEP Cloud solution. Identify varied and unique calls, provide guidance when able and lead in seeking guidance from the wider NEP team when required to ensure an effective resolution.
• Manage an electronic Service Desk between the hours of 08:00 to 18:00 Monday to Thursday and 08:00 to 17:00 Friday; work rostered shifts within these times. Post allows hybrid‑working: 3 days in the office and 2 days working from home as part of the support team rota.
• Provide support and guidance to members of the NEP Consortium as required in relation to system functionality and best practice across all business processes; P2P, O2C and A2R solutions.

Requirements

• Applicants who are members of the Armed Forces, and those who have a disability that requires support in the work place (two ticks pledge) and who meet the essential criteria will be interviewed under the Trust's interview guarantee scheme.
• Applicants who meet the Fit and Proper Person Requirements (FPPR) will require additional pre‑employment checks in line with CQC and NHS England statutory guidance.

Inclusive Workplace

We recognise the positive value of diversity and inclusion and are committed to a workforce that is diverse, equal and inclusive. We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from Black, Asian and Minority Ethnic (BAME) candidates as BAME people are currently under‑represented in our workforce as well as other under‑represented groups such as LGBT+ and disabled candidates. We are proud to be a Disability Confident Employer, a Stonewall Diversity Champion, we have a Gold award from the Defense Recognition Scheme, and we are delighted to support Apprenticeships, Age Posi+ive and are a mindful employer.

Other Information

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.

Make sure to read the ‘applicant guidance notes’ before submitting your application and make sure you know everything there is to know before joining our fantastic trust! For reasonable adjustments to attend interview please make the recruitment team aware as soon as possible by calling our HR Recruitment Team on 0191 203 1415 option 2.

Closing Date

This advert closes on Wednesday 15 Oct 2025.