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Pathology IT Support Specialist
2 months ago
Berkshire and Surrey Pathology Services (BSPS) is a joint venture between several NHS trusts delivering pathology services to both acute and primary care patients across the network area.
Main Responsibilities- Ensure effective and efficient IT administration tasks associated with the day-to-day running of pathology IT applications.
- Handle queries from GPs and trust staff to maintain a close relationship with users.
- Provide timely support via email, self-service requests, and phone calls, logging work requests in accordance with current practice.
- Liaise with third-party suppliers and contractors to resolve incidents within agreed SLAs.
- Administer tasks and support the use of pathology IT applications, including out-of-hours cover and travel to other hospital sites and GP practices.
- Specific tasks include answering emails, self-service requests, and phone calls, ensuring minimum data sets are gathered for all tickets logged in the CRM application.
- Maintain the system event log and manage applications to ensure a robust service with maximized uptime for end-users and agreed SLAs.
- Undertake support with application enquiries, problems, requests, and faults received in accordance with Service Level Agreements and Trust standards.
- Create user accounts for pathology IT applications and ensure accuracy of data is a key component to maintain clinical systems.
- Complete user account maintenance activities, ensuring new staff and leavers are administered in an appropriate and timely manner.
- Provide application support for pathology users, both internal and external, and maintain an effective working relationship with all users.
- Escalate issues to second-line support and/or external suppliers as appropriate.
- Send technical IT-related communications as required.
- Engage with staff and GPs with varying degrees of IT skills and knowledge to troubleshoot issues and for training purposes.
- Take ownership of logged calls and follow up the status of problems on behalf of the user.
- Work as part of a rota covering the out-of-hours of the Pathology IT.
- Support contingency strategies and plans as required and assist with Business Continuity.
- Participate in testing of Business Continuity/Downtime plans for systems.
- Support project teams as required with testing for projects and BAU changes.
- Act as first-line support to triage incoming calls and prioritize based on the number of sites, affected users, and clinical impact.
- Recognize when to escalate the call to senior staff, instigate communications, or inform Trust CIO/or CCIO both in and out of hours.
- Ensure a rigorous approach is taken to data quality.
- Identify data quality issues to the Pathology IT Manager and suggest activities to improve data quality.
- Plan and organize own workload.
- Ensure compliance with Trust policies for Data Protection Act and Caldicott Principles on patient confidentiality.