Registration Authority Assistant

3 days ago

Taunton, United Kingdom Somerset NHS Foundation Trust Full time

This role is working as part of a busy NHS IT Service Desk. The IT Service Desk is the first point of contact for all IT issues for staff working at Somerset NHS Foundation Trust and incorporates the Registration Authority function.

Knowledge and experience of using IT and providing IT support is useful, however you will have training provided so a positive attitude towards learning the role is important.

You will carry out the administration of the Trust's Smartcards. This involves printing new Smartcards, assigning and amending roles attached to the Smartcards so that the correct access is given. The role also supports the Registration Authority Manager in creating and updating policies and processes related to Smartcards and access management.

You will also receive phone calls from end users who are in need of support due to an IT fault, create new user accounts and liaise with 3rd party suppliers. You will use an IT Service Management Tool to log the issues and requests that you receive and escalate them to a 2nd line support team if needed.

Attention to detail and the ability to record information accurately and concisely is critical.

The IT Service Desk team are an experienced group of people so there is a great deal of knowledge that can be shared. The team work together and support each other by sharing knowledge and asking questions whenever they need to.

The work is challenging, however we currently resolve about 80% of issues first line, and so is rewarding knowing you make such a difference when colleagues really need it.

The team are based in County Hall in Taunton, however there is currently flexibility to work from home, although initially you will need to work in the office for training purposes and have the ability to travel to County Hall in Taunton when required to do so. This may be at the last minute if, for example, you lose internet connection at home. Also an on site presence is required for printing Smartcards so remote working needs to fit around the needs of the service.
- Print and renew Smartcards
- Manage Smartcard roles
- Assist the Registration Authority Manager with policy and other RA related processes
- Triage and prioritise calls
- Provide root cause analysis of an issue raised and to accurately direct call to an appropriate team
- Ability to trouble shoot and provide first line fix
- Providing remote repairs and fixes
- Escalate to most appropriate team or organization if unable to provide resolution
- Creation or administration of user accounts or passwords
- To actively monitor telephony support queues
- Provide a responsive and timely service
- Allocation of appropriate user training

Please see attached job description for more information.

  • Registration Authority Assistant

    3 days ago

    Taunton, United Kingdom Somerset NHS Foundation Trust Full time

    This role is working as part of a busy NHS IT Service Desk. The IT Service Desk is the first point of contact for all IT issues for staff working at Somerset NHS Foundation Trust and incorporates the Registration Authority function.

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