Digital Optimisation Support (RA)

Job description

Job responsibilities

Duties and Responsibilities

Key Responsibilities

• To provide clinical system and business application support to N3i customers.
• Providing first-line support and resolving issues related to RA/Smartcard services, often working closely with RA Managers.
• Creating, amending and revoking user access accounts for Smartcards via Care Identity Management and other associated NHS Smartcard management systems.
• Provide a wide range of remote and face-to-face IT support to customers, identifying, troubleshooting, and fixing any issues and problems.
• To work within agreed quality and service level standards for all supported organisations.

• Can communicate technical matters which may be complicated to staff, customers and other audiences in an understandable manner.
• The post holder must be polite, courteous and have an excellent phone manner, showing excellent customer service skills. They will have the ability to maintain a professional, approachable, helpful, and friendly attitude at all times.
• To feedback potential training requirements and needs to the N3i DOTS team.
• Possess the ability to develop and maintain relationships with staff in other parts of the organisation and other associated organisations.
• Provide input to meetings and workshops, sharing knowledge, working together and providing training where necessary to ensure the best service possible is provided.
• Report any security breaches or incidents in accordance with the organisations incident reporting policies.
• Act as an ambassador for the IT Service by developing and maintaining excellent working relationships with colleagues and customers to deliver a high quality, standardised IT culture to achieve local requirements and national targets.
• To deal with any incoming mail (including electronic mail) opening, prioritising, responding, circulating appropriately with the remit of own authority.
• Process messages and deal with enquiries via the telephone, face to face or electronically as appropriate and take the necessary action.

• Ensuring the correct identification of individuals applying for access to NHS systems by validating their identity documents
• Assigning appropriate access rights to users based on their roles and responsibilities within the NHS.
• To exercise particular care over any enhanced level of security access levels that the post holder may have to IT infrastructure or systems, not disclosing the authentication and security information to any other party (internal or external).
• Be familiar with the organisations Business Continuity Plan (BCP) and personal responsibilities within where applicable.

• The post holder will be required to manage their daily tasks including where necessary arranging appointments and organising visits to sites and practices.
• Keeping accurate records of all RA activities and ensuring compliance with national and local policies.
• Ensure all data recorded (electronic or manual) in the completion of your duties is accurate, complete, and recorded in a timely manner to meet the requirements of the business.
• Ensure daily administration tasks are undertaken in a timely and appropriate manner to maintain service levels and allow for accurate reporting of incidents.
• To establish and maintain accurate and up-to-date documentation ensuring records are available as and when required.

• Keyboard skills and experience of using a range of software are required with a high level of accuracy for maintaining/ coordinating key administrative functions
• Travel to meetings as and when required to undertake the role.

• Required to follow organisational policies and implement policies in relation to IT systems.
• Support with the development of clear documentation for use by other members of staff including customers.
• Ensure all documentation relating to IT services are complete and fit for purpose and all releases relating to hardware and software are version controlled.

• To be responsible for performing audit functions on RA systems as required, reporting any anomalies.
• To be responsible for the analysis of data in the RA system and on the reports from it.
• Responsible for analysis of any issues with smartcard access and to make judgements on any issues and work to develop resolutions and recommendations to senior managers.

• To be responsible for maintaining appropriate levels of equipment and stock to carry out RA function

• The post holder will be required to provide awareness and training to staff, where necessary, in the use of the system tools made available to them e.g., Registration Authority / Smartcards.

• Use initiative to manage own day to day workload, referring to line manager where there is conflict.
• Adheres to policy and guidance as and when required to fulfil duties.

• Undertake training and development to enhance existing skills, as and when required by line manager.

Person Specification

Experience

• At least 2 years exposure to computing environments

• Has an understanding of the IT function in healthcare and how information technology can deliver benefits to patients and clinicians
• Working knowledge of SystmOne and/or EMIS Web to provide application support
• Experience with Smartcard management systems and support

Personal Attributes

• Ability to work under own initiative and prioritise own work load
• Effective communication and interpersonal skills
• Effective organisational skills
• Effective customer service skills
• Ability to successfully explain complex information to all audiences
• Accuracy and attention to detail
• Works well with others, is positive and helpful, listens, involves, respects and learns from the contribution of others

Qualifications

• Educated to NVQ Level 3 in an IT based subject or equivalent qualifications, training and experience

Knowledge

• To have a professional, customer focussed approach
• Proven customer service skills
• Proven communication and interpersonal skills
• Proven organisational skills
• Ability to work effectively and calmly to tight deadlines

• Advanced IT skills
• An understanding of Primary Care IT Systems and a wide range of software applications
• Ability to analyse complex issues
• Ability to offer a basic level of 1:1 training

Personal Circumstances

• A willingness to work flexibly to meet the needs of the service
• Full driving license with daily access to a vehicle which is insured for use in conjunction with the policy holders business

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

N3i Limited

Address

N3i, Unit 9

Orchid Road, Bridgehead Business Park

Hessle

East Riding of Yorkshire

HU13 0GD

https://www.n3i.co.uk/