Business Title: Operations Support Assistant

Job Title: Operations Support Assistant

Job Family:

Team / Department: Operations Support

Location: Warwick 3 days per week / Remote Working - 2 days

Reports To: Operations Support Manager

2. JOB PURPOSE

The purpose of the Operations Support Assistant is to:

· Support the NHS ESR Account by answering the corporate phone lines

· Triage service requests raised by Internal and External clients

3. RESPONSIBILITIES

· To ensure that the corporate telephone lines are answered in a professional manner and dealing

with the callers request in the most appropriate manner.

· To provide an administration service to the accounts helpdesk system by maintaining and

administering user accounts, completing password resets and ensuring that client details are

kept up to date and accurate.

· To conduct monthly analysis of call stats and Service Requests raised for inclusion into

Management reports

· To triage service requests passed to the operations support resolver queues ensuring that the

request is dealt with in the most appropriate manner while making sure that all SLA's are

adhered to.

· To assist in the creation of business reports for the Service Desk

· To assist with running test scripts for the ICD system upgrades

· To assist the Operations Support Manager with any adhoc requests


4. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

4.1 Knowledge / Experience

The post holder must have knowledge / experience of:

· Working within customer service and administrative roles;

· Good working knowledge of Microsoft applications (i.e. Outlook, Word, Excel);

· Working on own initiative and not be dependent on continuous hands on leadership;

· A basic knowledge of SQL

· Working well within a close team


LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.