Informatics Support Officer

2 weeks ago


Blackburn, United Kingdom East Lancashire Hospitals NHS Trust Full time

The Informatics Support Officer will act as a first and single point of contact for all users of Informatics services, the post holder must be able to classify, investigate, and diagnose and where possible resolve incidents reported to the Informatics Service Desk.

Provide an excellent first and single point of contact service to all users of the trust informatics services:
Provide first line diagnostic support to callers to identify first time fixes and resolutions, feeding
- back information which maybe complex to non-technical staff, maintaining a high degree of

customer service.
- Ensure that all service desk calls are answered promptly and courteously within agreed service

levels acting professionally at all times.
- Act as a point of contact for IT related advice for IT equipment - not limited to logging of incidents,
- Resolving, triaging, escalation and updating and closing of call logs using the Service Desk System,

**self-service portal ensuring that**:

- All updates from the service users are recorded accurately and in a timely manner.
- Seeking further advice and information within informatics when necessary.
- Use a library of knowledge (knowledge base) as a reference when supporting service users.

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work.

The post holder must have good communication skills in both verbal and written mediums and be able to
describe complex technical concepts effectively in a clear manner across all levels of staff within the trust and be able to inform where service delays may occur.
The post holder will be required to communicate across all levels of staff within the trust. It is essential for technical concepts to be translated into straightforward language and so the post holder must be able
to explain technical complexities in simple terms to ensure understanding.



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