Digital Support Officer

1 week ago

St Albans, United Kingdom Hertfordshire Partnership University NHS Foundation Trust Full time

Job summary

One of the key drivers in Hertfordshire Partnership University NHS Foundation Trust's Digital Strategy is to improve productivity and time to care for our workforce.

Our aim is to give our staff the r ight tools for the job with reliable technology, connectivity and support to enable efficient and flexible working.

We require a Digital Support Officer to work in our transformed Digital Support team. We are an innovative Service Desk support function working with all staff across the Trust. You will be involved in supporting our Electronic Patient Records and other clinical systems; making sure mobile phones and IT kit gets to the right place at the right time and talking to services to find out how we can proactively support them.

Main duties of the job

This role will require a person with a drive to provide high level customer service, good phone and live chat skills, the ability to multi-task using several clinical and non-clinical computer systems and great problem solving skills to resolve incidents at first point of contact.

Working as part of the Digital Support Team the Digital Support Officer will be responsible for providing business support, configuration for systems and mobile phones as well as data quality for a number of IT systems, specialising in the Trusts EPR (Electronic Patient Records).

The post holder will act as the first point of contact for all staff for support and management of clinical systems. Will be collaborating on digital projects to improve the use of clinical applications and data quality to help support the service delivery and organisational objectives.

As part of the role the post holder will also be processing orders and liaising with the Trusts IT shared service and external partners to ensure the all staff are provided with the appropriate access and equipment.

About us

Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match. We are one of just fivemental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission , and our aim is to be the leading provider of mental health and specialist learning disability services in the country.

Our family of over 3500 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex, and Norfolk, delivering these services within the community and several inpatient settings.

We also deliver a range of nationally commissioned specialist services including Tier 4 for children and young people, perinatal services, including medium and low secure learning disabilities facilities.

The care we provide makes a fantastic difference to the lives of our service users, their families and carers - everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:

Our Trust values are:

Welcoming. Kind. Positive. Respectful. Professional.

These values are at the core of who we are, everything we do, and how we do it

Job description

Job responsibilities

This role requires a person with a drive to provide a high level of customer service, great phone and live chat skills, the ability to multi-task using several clinical and non-clinical computer systems and great problem solving skills to resolve incidents at first point of contact.

Working as part of the Digital Support Team the Digital Support Officer will be responsible for providing business support, configuration for systems and mobile phones as well as data quality for a number of IT systems, specialising in the Trusts EPR (Electronic Patient Records).

The post holder will act as the first point of contact for all staff for support and management of clinical systems. Will be collaborating on digital projects to improve the use of clinical applications and data quality to help support the service delivery and organisational objectives.

As part of the role the post holder will also be, processing orders and liaising with the Trusts IT shared service and external partners to ensure the all staff are provided with the appropriate access and equipment.

All staff should comply with the Trusts Anti-Discriminatory Statement, Employee Charter, Trust Policies and Procedures, Code of Conduct and Equality and Diversity.

This post holder will be required to develop relationships with all levels of staff within the Trust.

You would be required to provide business support to users in response to logged and incoming helpdesk calls through multiple media platforms. Ensure all assigned calls are kept up to date using the departments helpdesk software Work with clinical teams and service managers to make best use of existing computer systems and achieve the organisations IM&T standards through agreed work plans based on the services operational and development plan, and the IM&T strategy. Provide support for the Equipment Management processes undertaken by the team to ensure all staff are provided with the appropriate equipment. Promote and support effective use of clinical and non-clinical computer systems to improve service delivery. Assist in the testing of new software releases and liaise with other teams and departments. Facilitate and monitor the use of data quality standards and data capture in clinical services through the organisations data quality improvement framework. Facilitate the implementation of various IM&T initiatives in clinical services including local and national projects in line with the IM&T Strategy and Operating Plans. Carry out system configuration tasks under the supervision of the Digital Support Team Leader ensuring the clinical systems are configured to meet operational service delivery and reporting requirements of the clinical services. Undertake any other duties requested by the Digital Support Manager which may reasonably be expected as part of this role. Ensure that all duties and responsibilities of this post are carried out in compliance with National and Trust Policies. Person Specification

Qualifications

Essential

Relevant degree, or equivalent experience

Desirable

Project management skills / qualification.

Experience

Essential

Experience of providing customer support to users, including strong administrative and organisational skills. Working with data quality to improve standards

Desirable

Successfully working with healthcare systems, including EPR systems. Up to date knowledge of software available, its pros and cons, and national best practice. Experience of testing new software releases. Experience of working with systems configuration.

Communication Skills

Essential

Good people skills, to promote and support effective use of computer systems, including the ability to persuade/negotiate and to deliver briefings/training. Able to ask questions and understand the needs of users on helpdesk, as well as clinical teams and service managers, making suggestions of how they can improve their use of computer systems. Need to be able to give clear helpdesk advice while working to deadlines and managing own workload, with constant support requests.

Desirable

Written communication skills, such as to provide comprehensive progress reports, briefing notes, clear instructions, appropriately worded emails with the right tone. Able to develop relationships with all levels of staff within the Trust.

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