Detailed job description and main responsibilities

1. Documentation and User Guide Support

·         Update and maintain user guides, process guides, quick reference documents, and other supporting materials.

·         Assist with ensuring documentation reflects current system functionality and agreed processes.

·         Format, revise, and prepare documents for internal and client use.

·         Circulate updated guides and supporting materials to clients and colleagues as
required

·         Help keep document libraries and shared folders organised and up to date.

2. Functionality Records and System Documentation

·         Maintain and update functionality records, change logs, and related documentation.

·         Assist with keeping records accurate, clearly formatted, and appropriately stored.

·         Send updated functionality records and related information to clients when required.

·         Support the preparation of routine documentation relating to system updates, changes, and releases.

3. Customer Support and Queries

·         Monitor shared support inboxes and respond to routine customer queries using agreed templates and guidance in a timely and professional manner when needed.

·         Acknowledge support requests and ensure they are logged, categorised and allocated correctly.

·         Provide clear updates to customers on the progress of their queries where appropriate.

·         Escalate technical, complex, sensitive or high-risk issues to the appropriate colleague in a timely manner.

·         Help maintain a professional and responsive service for clients and users.

4. Support Ticket Administration

·         Assist with the day-to-day running of the support ticketing system.

·         Log, update, monitor, and help progress support tickets.

·         Follow up with customers and internal colleagues where information or responses are outstanding.

·         Help encourage use of the agreed support process and ticketing routes.

·         Support the smooth administration and ongoing use of the support ticket system.

5. Project and Action Tracking Support

·         Maintain project action logs, task trackers, and progress updates across a range of workstreams.

·         Update trackers based on information provided by project teams and stakeholders.

·         Chase outstanding actions and remind relevant parties of agreed deadlines.

·         Help ensure project information is current, clearly recorded, and accessible.

·         Assist with recording actions from meetings and following up on outstanding items.

6. Meeting and Administrative Support

·         Support the organisation of project meetings, workshops, and review sessions.

·         Prepare agendas, circulate papers, and issue meeting invites where required.

·         Take notes during meetings and produce clear action logs or summaries.

·         Distribute notes, actions, and reminders following meetings.

·         Provide general administrative support across digital and product-related activities.

·         Ensure all records, trackers, support tickets and correspondence are maintained accurately and handled in accordance with data protection, confidentiality and Information Governance requirements.

7. Information Governance and Compliance Support

·         Maintain trackers relating to Information Governance, mandatory training, and other compliance requirements.

·         Monitor completion of required staff training and follow up on overdue items.

·         Assist with updating business continuity plans and related operational documentation.

·         Help keep governance records, assurance documents, and compliance files organised and current.

·         Support routine administrative activity linked to governance and compliance processes.

8. General Operational Support

·         Maintain accurate records, trackers, logs, and filing systems.

·         Assist with preparing routine summaries, status updates, and administrative reports.

·         Support consistent use of templates, trackers, and documentation standards.

·         Undertake other reasonable duties appropriate to the nature and grade of the post.

·         Preparing simple reports or summaries

OTHER

There may be a requirement to undertake other duties as reasonably required to support the organisation, which may include work at other organisations managed locations. This may also include work outside of the postholder’s normal sphere of activities, including functions not detailed within this job description or working within another location, environment or NHS Trust.  However, the postholder will not be required to undertake any function for which he or she is not trained or qualified to perform.  Normal health & safety procedures would continue to apply and accountability remains with Provide.