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Clinical Systems Helpdesk Officer

4 months ago

Rainham, United Kingdom NELFT NHS Foundation Trust Full time

Do you want to be part of an innovative organisation that is committed to delivering the best care by the best people? We are looking to appoint people who are as passionate about high quality care as we are.

We currently have an exciting opportunity to join the Clinical Systems Helpdesk as a band 4 Clinical Systems Helpdesk Officer.

You will be joining an experienced team providing support to staff across the trust in a fast paced environment.

This is a permanent contract, based at NELFT Head Office, at CEME centre, Rainham, Essex.

Here at NELFT, embracing a Just and Compassionate Culture is our commitment to our colleagues and to our patients that we will support and promote a culture based on fairness, respect, honesty, and trust, ensuring that we have consistent leadership behaviours and styles across the Trust. Our vision is to create an engaging place to work in partnership, where we value diverse perspectives and work in an environment in which you feel valued, supported, understood, and developed. Our professional relationships are built on a foundation of mutual respect, trust and honesty. We are committed to welcoming and making everyone feel valued here at NELFT.

We embrace continuous learning to improve patient outcomes and we provide outstanding professional development opportunities for our workforce. If you want to grow and progress your career with an organisation that values it’s people, take the first step on an exciting career journey and join us today.

Probationary Period

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

High Cost Area Supplement - Outer London (B&D, Redbridge, Havering and Waltham Forest)

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,108 to a maximum of £5,177).

COVID-19 Vaccination

We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families.

**Key Responsibilities**:

- Communicate with clinical and administration staff via the helpdesk regarding Clinical Systems and Information Management developments and requirements, changes and initiatives.
- Keep up-to-date with guidance provided on the usage of Clinical Systems to ensure advice and guidance given is accurate.
- Ensure staff queries about the use of Clinical Systems are answered in line with Trust guidance and governance requirements.
- Ensure all communication with staff contacting the Helpdesk is courteous, timely and helpful. Maintain a professional demeanour and deliver “client-focused” support in line with the Trust values.
- Support the senior team members in the day-to-day activities required for the smooth running of the Clinical Systems team.
- Provide first line support on the Clinical System Applications, including configuration changes, escalations etc.
- Register staff/sponsors and distribute smartcards in accordance with Registration Authority Policies and procedures.
- Develop expert skills in the service administration of Clinical Systems in order to resolve functional issues and user errors for clinicians contacting the Helpdesk. Engage proactively with all clients in order to prevent reoccurring errors.
- Ensure comprehensive logging of tickets and timely resolution of issues.
- Take ownership of incidents, service requests and problem management where necessary.
- Escalate all appropriate issues to the Deputy EPR Systems Lead.
- Perform system administration to achieve data quality and contribute to statutory reporting processes.
- Run regular random access audits on system usage and assist when required with the Annual Trust Health Record Audit.
- Create and update documentation in line with departmental guidelines.
- Maintaining exemplary standards of professional and general conduct with regard to handling complex and sensitive data. Ensuring compliance with the Data Protection Act 1998 and Caldecott Guidelines at all times.
- Undertake any training courses provided internally and externally related to the duties of a RiO Helpdesk Officer.
- Work alongside various teams within the Informatics department, keeping team members up-to-date as and when required. Actively take part in departmental discussions and developments.
- Provide short-term cover for colleagues