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Pathology IT Support Specialist

2 months ago


Frimley, Surrey, United Kingdom NHS Full time
Job Title: Pathology Application Support

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.
Key Responsibilities
  • 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.