Digital Support Officer

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.

1. 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
2. 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.
3. Provide support for the Equipment Management processes undertaken by the team to ensure all staff are provided with the appropriate equipment.
4. Promote and support effective use of clinical and non-clinical computer systems to improve service delivery.
5. Assist in the testing of new software releases and liaise with other teams and departments.
6. Facilitate and monitor the use of data quality standards and data capture in clinical services through the organisations data quality improvement framework.
7. 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.
8. 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.
9. Undertake any other duties requested by the Digital Support Manager which may reasonably be expected as part of this role.
10. Ensure that all duties and responsibilities of this post are carried out in compliance with National and Trust Policies.

Person Specification

Qualifications

• Relevant degree, or equivalent experience

• Project management skills / qualification.

Experience

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

• 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

• 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.

• 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.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Hertfordshire Partnership University NHS Foundation Trust

Address

99 Waverley Road, St Albans, AL3 5TL

99 Waverley Road

St Albans

AL3 5TL

https://www.hpft.nhs.uk/careers/