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Are you an experienced 1st Line Support Analyst with a passion for delivering high levels of service?

NHS SBS are currently recruiting for an experienced Support Analyst with proven experience of working on a busy, service-driven helpdesk. The ideal candidate will have excellent customer service skills and the ability troubleshoot and escalate issues in a timely and effective manner. This role will see you working predominantly on supporting internal clients with SAP related queries and issues. That being said, existing SAP experience isn’t a prerequisite, if you’re willing to learn then we are willing to teach! This really is a perfect opportunity for someone wishing to challenge themselves and progress, with lots of scope for personal learning and development. This role will be based from home much of the time but there may be very occasional travel to the NHS SBS office in Manchester.

What you’ll be doing:

• 
  Answering customer queries and questions in a timely manner
• Providing written guidance to customers on resolution of issues via in-house ticketing system
• Managing multiple calls and prioritising accordingly
• Provide a single technical point of contact for all SAP Ariba Supplier queries and issues relating to system access, setup, and tender opportunities.
• Ensuring all calls and requests for assistance are acknowledged, resolved, or triaged in accordance with agreed SLA’s
• Triaging any Change requirements, issues, and escalations to our in-house System Administration team, with clear descriptions of requirements / issues

What you’ll bring:

• Previous experience working in a customer support environment, preferably a busy 1st line IT support role (but not essential)
• A strong team communicator, able to relay information clearly and concisely to the wider team
• Experience dealing with customer queries via email, phone and face to face
• Confident using Microsoft suite of applications, web-based applications, and helpdesk ticketing systems

It would be great if you had:

• Previous experience supporting Healthcare and Government clients
• Experience supporting Salesforce driven systems
• Comfortable talking users through complex technical issues via MS Teams video calls

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full-time, Permanent
Location: Hybrid, very occasional travel to Manchester
Security Clearance Level: DBS
Internal Recruiter: Olly Walker
Salary: Dependent on experience
Benefits: 25 days annual leave with the choice to buy additional days, life assurance, pension, and generous flexible benefits fund

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A unique joint venture with Sopra Steria, a European leader in digital services and software development, we make life easier for NHS employees, patients, and suppliers, and deliver value for money to the taxpayer. Proud members of the NHS family, we provide finance & accounting, digital, procurement and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting-edge technologies and our teams’ expertise, in-depth understanding of the NHS, and commitment to service excellence.
We share common values and unity of purpose with the rest of the NHS family, are committed to being a force for good, and are dedicated and empowered to act responsibly and sustainably at organisational, team and individual level.
Would you like to join us on our journey?