Operations Support
You provide critical operational support across the system. You handle request processing, EOS task coordination, and provide assistance to other roles when they encounter issues or need guidance.
Your dashboard
Section titled “Your dashboard”When you log in, you’ll see:
- Requests requiring review or action
- EOS tasks needing coordination
- Support tickets from other users
- Operational alerts and notifications
- Weekly task completion metrics
What you can do
Section titled “What you can do”Request Processing
Section titled “Request Processing”Your access: View and process all requests, provide clarifications
You can review submitted requests, request additional information, and guide requests through their lifecycle.
EOS Task Coordination
Section titled “EOS Task Coordination”Your access: Create, assign, and monitor EOS tasks
You can create new EOS tasks, assign subtasks to team members, and track progress across all operational tasks.
Operational Tracking
Section titled “Operational Tracking”Your access: Monitor system-wide operational metrics
You can track operational performance, identify bottlenecks, and generate reports for management.
Support & Assistance
Section titled “Support & Assistance”Your access: Provide support to all system users
You can assist other users with system questions, resolve issues, and escalate problems when needed.
CIPHR Integration
Section titled “CIPHR Integration”Your access: Manage CIPHR data integration and synchronization
Handle data flows between the rota system and CIPHR for payroll and HR functions.
Common tasks for Operations Support
Section titled “Common tasks for Operations Support”Daily request review
- Check dashboard for new requests
- Review request details for completeness
- Request clarifications if information is missing
- Update request status as appropriate
- Coordinate with relevant teams
EOS task management
- Review task progress across all active tasks
- Follow up on overdue subtasks
- Create new tasks based on operational needs
- Update task priorities as situations change
- Coordinate with task assignees
Handling support escalations
- Receive support request from user
- Assess complexity and required expertise
- Provide direct assistance or escalate appropriately
- Document resolution steps
- Follow up to ensure issue is resolved
Weekly operational reporting
- Use Operational Tracker to gather metrics
- Review request completion rates
- Assess EOS task progress
- Identify operational bottlenecks
- Generate summary reports for management
Quick reference
Section titled “Quick reference”Key navigation:
- Process requests: Dashboard → Request Queue
- Manage EOS tasks: Management → EOS Actions
- Track operations: Support → Operational Tracker
- Handle support: Support → Support Queue
Your unique capabilities:
- Process and approve requests
- Create and assign EOS tasks
- Access system-wide operational data
- Provide user support and guidance
Status you can change:
- Request: Not Yet Started → In Progress → Completed
- EOS Task: Not Started → In Progress → Completed
- Support Ticket: Open → In Progress → Resolved