Overview
All references from current and previous employers will be sought and must cover a minimum of 3 years employment. When completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed.
Payment will be on the minimum of the pay scale in line with Terms & Conditions. This is an exciting secondment opportunity for an IT technician role within the Pathology IT Team at Gateshead.
Responsibilities
* Provide first level end user support to Trust and supported third party organisations where possible and appropriate, otherwise forwarding calls to the most appropriate person or organisation for second/third level support.
* Ensure that all calls are answered within the Trust "First Class Hospitals" standard of under 18 seconds.
* Act as the first point of contact for all customers both within GHNT and supported third party organisations.
* Handle and resolve pathology system issues, including user account management for ICE Desktop, Meditech and data managers.
* Work with local and national service providers to implement Service Desk call forwarding and seamless ticketing between Trust Service Desk software and provider helpdesk systems.
* Maintain accurate call logs, user insight and status updates.
* Provide customer focused approach to ensure we deliver a responsive and effective service to users.
* Work with other support staff in the local Gateshead health community to support healthcare delivery.
* Work collaboratively with all members of the digital teams to deliver a seamless, efficient and effective service.
* Provide support for the laboratory information system and all associated applications.
* Ensure the safe and secure handling and storage of expensive equipment.
* Track and manage all orders, requisitions and invoices for IT related hardware and software.
* Supervise more junior members of staff and train end users on ICE label printing devices.
* Manage the Service Desk call log in association with second level support teams to ensure all calls are accurately logged.
* Manage and develop the Pathology IT hardware and software asset log on QPulse to ensure all relevant assets are accurately recorded and tracked.
* Enter and retrieve patient data using the Laboratory Information System.
* Comply with local and national policies for the safe, secure and confidential processing, and storage of patient and other laboratory data.
* Daily manage the electronic results messaging solutions to ensure results are distributed to primary care requestors in a timely manner and any identified issues are resolved without significant delay.
* Produce performance statistics to assist the Pathology IT in management and improvement of the support function, including the production of the necessary reports for managing third party service level agreements.
Qualifications
* Educated to NVQ Level III or with equivalent experience, preferably degree level, and experience in an IT related subject.
* Substantial experience of end user first level support.
* Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT.
* Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems.
* Technical knowledge of IT hardware, operating systems and end-user productivity tools.
* Familiarity with on-line technical and support resources and experience in using and maintaining databases.
* Willingness to enhance own skill set in relation to developments in desktop technology and software environments.
* Demonstrated recent development of knowledge and skills in support of the Service Desk role.
* Knowledge of national coding structure including but not limited to Read Codes, SNOMED, SNOMED-CT and the Universal Test Library (UTL).
* Possess, or working towards ITIL Green Badge certification and Service Desk Institute Service Desk Analyst qualifications.
* Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities.
* Flexible, dedicated and with the appropriate combination of practical and theoretical approaches.
* Knowledge of and exposure to National NHS digital projects and programmes.
* Relevant NHS experience is desirable.
Additional Information
Applicants who have not been contacted within 4 weeks of the closing date are to assume that their application has been unsuccessful.
Applications from job seekers who require Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications where the post is eligible.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.
J-18808-Ljbffr