Epr Helpdesk Officer

An exciting opportunity has arisen within the Business Intelligence Team.

We are looking for an efficient and committed individual to join our friendly team and take up the post of **EPR Helpdesk Officer.**
The post holder will assist in the provision and governance of the Trust’s clinical information and reporting systems Rio and will provide a Helpdesk function and first line support to end users of the systems to include problem solving and resolution and act as the first point of contact for all types of users.

You will need to have demonstrable experience of working with computerised patient administration systems within the NHS. This is a busy and varied role which requires a flexible approach where priorities are ever changing. The successful applicant will be committed, self-motivated and able to work with minimum supervision as an individual or as part of the team. You will need to demonstrate a professional and helpful approach with excellent telephone and communication skills.

**Detailed job description and main responsibilities**:
The role of the Business Intelligence team is to promote and support the effective use of data, information, knowledge and technology to provide excellent quality clinical care to patients in the Black Country, in conjunction with its partners throughout the wider health community.
To offer advice and support to Users where standards/procedures have been identified and are in place
Set up, maintain and monitor User Accounts and appropriate access levels according to departmental guidelines
To ensure all incidents reported to the EPR helpdesk are prioritised, accurately recorded and managed in a timely and efficient manner
Responsible for maintaining and monitoring the clinical systems fault log database
Responsible for the investigation and resolution of issues/queries relating to clinical systems using remote access software where applicable
Escalate unresolved problems appropriately and maintain close liaison with Users, other IM&T staff and third party suppliers until such time as the problem is resolved
To monitor calls against response times for the agreed priority of the calls and to chase progress on outstanding issues
Manage the incident closure and verification process
To assist with the identification of Helpdesk related issues and user training requirements with a view to prevent/pre-empt potential problems
Assist in the development and testing of new functionality within the Trust databases or interface systems
Assist in the day to day input and housekeeping of the corporate information systems liaising with service groups to obtain missing data

**Person specification**:
Computer qualification or equivalent and/or demonstrable experience
NVQ Level 3 or willingness to work towards this qualification
Good standard of education to ‘O’ level/GCSE/NVQ3 equivalent
Demonstrable experience of working with computerised patient administration systems
Demonstrable experience of working within the NHS
IT support or customer service experience
Experience of working with computerised patient administration systems working within a Mental Health or Social Care environment
Understanding of Caldicott/Data Protection Act requirements
Understanding of Caldicott/Data Protection Act requirementsComputer literate in Microsoft Office, including Excel and working knowledge of databases
Ability to show attention to detail/accuracy
Ability to work with minimum supervision
Confident and polite telephone manner
Excellent communication and interpersonal skills, written and oral
Good appreciation of the need of excellent customer care
To be able to effectively manage time
Be a pro-active member of a team
Work flexibly under pressure to meet deadlines and manage interruptions in workload
Confident and approachable
Advanced keyboard skills with a high degree of accuracy

**Job Types**: Full-time, Permanent

**Salary**: £21,730.00-£23,177.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Dudley, DY2 8PS: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have previous experience within healthcare setting?

**Education**:

- GCSE or equivalent (required)

**Experience**:

- IT support or customer service: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: One location

Reference ID: 285-5636-CORP