Pathology IT Support Officer

4 weeks ago

Wolverhampton, United Kingdom The Royal Wolverhampton NHS Trust Full time

Job summary

We are looking for a highly motivated and enthusiastic Pathology IT Support Officer to work within the Pathology IT Department to provide support to the users of the Trusts Pathology IT systems.

Joining a diverse team at an exciting and challenging time when the BCPS is looking at new and innovative IT solutions to aid patient care.

Main duties of the job

To provide first line support to the users of the Trusts Pathology IT systems such as ICE and Winpath Enterprise and also support electronic requesting.

This role will have the responsibility for receiving incoming requests and issues with the brief to either resolve to a conclusion, or to pass or escalate to the appropriate person.

General day to day duties would include carrying out general maintenance, daily checks, desktop support, merging patient records and providing overall user account management - this includes resetting passwords, unlocking accounts and setting up new accounts.

About us

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our are delighted that we have been rated as "Good" by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

Job description

Job responsibilities

To provide first line helpdesk support to Pathology system users.

Analysing and resolving complex problems and queries taking appropriate action to maintain an optimal service or logging them with 3rd party support organisations and informing the Pathology IT Manager if the problem is not resolved within the service level agreements so that the escalation procedure can be invoked.

To ensure that all calls and emails to Pathology IT are answered, logged and dealt with appropriately.

To assist with the daily, weekly and monthly backup procedures on all computer systems located in the Pathology IT department, including provision of offsite copies.

To carry out daily, weekly and monthly housekeeping tasks and database maintenance on Pathology IT systems at both operating system and application level.

To liaise with 3rd party support bodies in order to overcome complex technical problems ensuring they are fully briefed on the system and system faults.

To assist in the daily operations in the Pathology IT support team ensuring a quality service through appropriate action taken to optimise the service to users in line with the overall business needs and organisational requirements.

To carry out tasks associated with systems, user security and confidentiality ensuring the appropriate access levels are applied in line with the Training Departments training logs and carry out a monthly audit in conjunction with HR leavers audit for removal of user and terminal access.

To maintain a sound working knowledge of the systems and applications supported by the department and to undertake all mandatory training as required by the Trust and the ability /willingness to undergo further training as necessary.

To be involved in setting up, testing and/ or provide support in the implementation of new modules or systems and assist in rolling them out to work areas in the RWT.

To provide guidance, advice and instruction on the applications supported by the department and educate the users on correct usage of the system applications and best practices and to identify users who require refresher training and refer them to the Training Department.

To maintain all in house databases and support manuals.

To be responsible for planning and managing own day to day workload.

To help test the IT business continuity plan for Pathology IT Department.

To ensure that all communication with Trust Staff, external support and contractors is conducted in a polite, professional and respectful manner.

The post holder will need to have a flexible approach to the role and their working hours which will range from 08:00 to 18:00. This could also include working occasional weekends to provide implementation support for system replacements or upgrades.

Carry out duties in a safe manner as laid out in the Trusts Health & Safety Policy and Operational Guidelines.

To provide cover in the absence of other members of the team annual leave/sickness, as deemed appropriate by the Pathology IT Manager

Maintain knowledge of current software and hardware developments, innovations, equipment and trends of IT.

Participate in mandatory training and regular appraisal processes that identify personal development and training needs.

This is not an exhaustive list of duties. Both the content and processes involved may change over a period of time. A flexible approach to work is essential.

To see full list of duties and main responsibilities, please refer to the full job description attached to the vacancy on the Trust website.

Person Specification

Experience

Essential

Experience of working in a healthcare environment or Previous Helpdesk Experience -Supporting System users Knowledge of NHS Corporate systems preferable else experience of using patient or customer focussed information systems Experience of using Microsoft Office Packages

Desirable

Advance keyboard skills and ability to use fine tools when working on IM&T systems Understanding of Information Security issues when using patient / customer based systems with experience of telephone call handling.

Skills

Essential

Good communication skills (written and oral) to liaise with all levels of staff and complex system problems to 3rd Party Support Ability to communicate by telephone both in receiving and giving of information.

Desirable

Ability to communicate by telephone both in receiving and giving of information.

Qualifications

Essential

Good Standard of General Education to A level standard or equivalent.

Desirable

ECDL or equivalent knowledge Diploma in Service Delivery or IT Customer Service or equivalent demonstrable experience to the same level.

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