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Electronic Rostering Helpdesk Operator

Job Description

• Are you keen to learn a new skill?
• Are you looking for a challenge and an opportunity to contribute to improving standards for staff and patients?
• Do you have an exceptional eye for detail?
• Are you motivated by completing work to strict timescales?

• The first point of contact for the Electronic System users through manning of the Helpdesk telephones and mailbox.
• Offering resolutions to problems efficiently and effectively.
• Collating staff utilisation data and assisting in the on-going maintenance of rostering information within the HealthRoster system to enable us to show we have the right staff in the right place at the right time to look after our patients.
• And a whole lot more………

• To be the first point of contact for the Electronic Rostering Helpdesk to take calls and respond to e-mail requests.
• To ensure the Helpdesk is fully functional and manned during opening hours – Monday to Friday.
• To manage telephone calls into the Helpdesk promptly and efficiently, answering in a courteous and professional manner dealing with them promptly. To promote a positive and high standard of customer service, greeting staff and visitors in a professional and courteous manner.
• To identify system or user issues and provide a resolution. To establish and maintain effective working systems to aid the prioritising of requests to ensure actions/communications are completed on time. To undertake all work in a highly sensitive and confidential manner.
• To communicate effectively your systems knowledge to a wide range of users with varying levels of knowledge and experience.
• To be responsible for accurately logging and recording employee requests.
• To analyse call logs to identify trends and themes. Maintain and contribute to the Electronic Rostering Teams filing and record system to ensure that all records are kept accurately, legibly and in a timely manner both manual and computer based for all correspondence, documents and policies relating to Electronic Rostering.
• To be responsible for the collection, management and input of annual leave entitlements from each rostered team each year.
• To make accurate adjustments to employee data recorded in the system, personal and contractual data.
• To support the Temporary Staffing Team to resolve Bank and Agency staff booking and payment requests for resolution
• To contribute to the update and review standard operating procedures for the Electronic Rostering Team as appropriate to ensure arrangements are in place to meet key team objectives, deadlines and Trust procedures are met.
• To co-ordinate the logistics to ensure all resources are organised and in place for the attendance and completion of electronic rostering training for UHL staff. To include room booking, invitations, pre-training data collection and training resource creation and booking.
• Maintenance of Trust web pages to ensure public and staff facing data is accurate and up to date.
• To undertake such other tasks that may be specific in nature to the Electronic Rostering Team.
• To ensure users are able to use the Employee on line functionality of the system and provide training and support where necessary
• Provide advice to Ward/department Managers/Matrons/medical staff) on all aspects of electronic roster creation.
• Support the E-Rostering team and the CMG teams in the delivery of all key targets and performance indicators in relation to Electronic Rostering.
• To contribute to the testing of system upgrades.
• When required support the Staff Bank team in the placement and payment of temporary staff across the organisation.
• The role requires frequent VDU use and occasional lone working in the office may be required.
• Undertake training as necessary in line with the development of the post and as agreed with the line manager as part of the personal development process.

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