We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English. Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments or support needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 or email [email protected] If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email. We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form. Aneurin Bevan University Health Board support flexible working. Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process.
Job overview
Working as part of a hybrid team across Service Desk and Digital Applications, you will take calls/tickets from customers and try to resolve their queries, acting as the first point of contact, providing timely, effective and efficient support to stakeholders. If unable to resolve within prescribed timeframes, you will escalte through the functional and hierarchical escalation paths. In support of senior colleagues, you will assist and train junior team members and new starters. Working closely with more senior colleagues (and in accordance with agreed procedures) to assist with specified routine maintenance procedures. This may include making modifications to system parameters, devising permanent or temporary corrections and workarounds or site‑specific enhancements, re‑configuring systems, maintaining application data, providing guidance or training to users and operations staff and creating or updating documentation. Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.
Responsibilities
* Log all calls accurately in the IT service management system and ensure timely updates to users.
* Aware of the IT environment relating to own sphere of work, including both technical and clinical platforms.
* Aware of the business environment relating to own sphere of work, such as customers, suppliers and partners.
* Familiar with tools or systems which provide security access control (i.e. Active Directory).
* Technical or functional understanding of clinical applications and software deployed within the organisation in order to provide system configuration, audit, technical, and/or functional support.
* Apply specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.
* Analyses situations/information by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.
* Maintain records, inform users about the process and, following agreed procedures, advise relevant persons of actions taken.
* Familiar with methods and techniques for making effective use of own time.
* Planning tasks and activities – checking progress against targets, taking action to resolve exceptions/issues, reporting and escalating where necessary.
* Advanced keyboard skills required for inputting and manipulating data.
* Implements policies and proposes changes to practices, procedures for own area.
* Comply with all relevant information and data security policies and procedures and comment on process where needed.
* Support service policies and procedures that affect the organisation.
* Contribute towards the Digital Strategy affecting the whole organisation.
* Responsible for the proper and safe use of IT equipment by users.
* Responsible for remote software installation, repair and maintenance of IT assets.
* Work with all stakeholders and users to realise maximum efficiency of digital services.
* Be familiar with and adhere to all policies of the Health Board.
* Demonstrate the post activities to new or less experienced staff.
* Makes modifications to system parameters, devising permanent or temporary corrections and workarounds or site‑specific enhancements, re‑configuring systems, maintaining application data, providing guidance or training to users or operations staff and creating or updating documentation.
* Aware of the purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services.
* Contribute to the Health Board's overall transformation programme.
* Assist in the implementation of effective services to evaluate and measure other additional benefits.
* Works on own initiative. Escalates and refers to manager for reference when necessary.
* Follows agreed procedures, receives and responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
* Aware of methods and techniques for the assessment and management of business risk including safety‑related risk.
* Familiar with information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non‑repudiation and confidentiality of user data, and manage the risks related to the use, processing, storage and transmission of information.
* Create a personal development plan annually as part of the PADR process.
* Ensure continuation of personal development including leadership skills, through appropriate formal and informal training as and when necessary.
* Keep up to date with legislation in relation to GDPR (General Data Protection Regulation) and NISD (Network Information Systems Directive), Caldicott principles, and confidentiality, Human Rights Act, Freedom of Information Act etc. and the latest policies.
* Keep up to date on National Informatics Health Care strategies.
Notes
This Job Description is an outline of the key tasks and responsibilities of the post, it is not an exhaustive list and may change over time to reflect the developing needs of the Health Board and its services, as well as the personal development needs of the post holder. The post holder may be required to undertake additional duties, as required by the Health Board Chief Executive. The post holder is expected to work with the minimum of supervision and may be expected to deal with other duties appropriate to their level and post. The post holder is required to comply with Health Board's Code of Business Conduct and the NHS Manager's Code of Conduct, and operational and health and safety instructions, service policies, Health Board Standing Orders, and national circulars as appropriate. The role may require participation in an on‑call service.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Aneurin Bevan University Health Board is a multi‑award‑winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff. We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in‑house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work. Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world‑class healthcare service fit for the future.
#J-18808-Ljbffr