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Informatics Support Officer

AFC Band 3

Main area
Corporate
Grade
AFC Band 3
Contract
Fixed term: 7 months (Until the end of August 2023)
Hours
Full time - 37.5 hours per week
Job ref
435-C009-23
Site
Royal Blackburn Hospital
Town
BLACKBURN
Salary
£21,730 - £23,177 0
Salary period
Yearly
Closing
06/02/2023 08:00

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care.  We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.

Job overview

The Informatics Support Officer will act as a first and single point of contact for all users of Informatics services, the post holder must be able to classify, investigate, and diagnose and where possible resolve incidents reported to the Informatics Service Desk.

The post holder will be required to have strong customer service skills and an aptitude for working with application/systems as well as excellent keyboard skills.  Speed and accuracy are essential in this role as due to significant data input duties in the support and maintenance of the trusts main patient based systems. Other administrative tasks are required with a knowledge and understanding across the range of duties so that all functions can be maintained during periods of staff absence

It is expected that the post holder will liaise with external suppliers to resolve issues in agreed timescales, an element of IT/Informatics support and demonstration will be required, so experience of supporting end users in the most proficient use of applications is essential.

Main duties of the job

Provide an excellent first and single point of contact service to all users of the trust informatics services:

Provide first line diagnostic support to callers to identify first time fixes and resolutions, feeding 

  • back information which maybe complex to non-technical staff, maintaining a high degree of 
    customer service.
  • Ensure that all service desk calls are answered promptly and courteously within agreed service 
    levels acting professionally at all times.
  • Act as a point of contact for IT related advice for IT equipment – not limited to logging of incidents, 
    problems and requests for work, identification and rectification of some software issues, systems/applications.
  • Resolving, triaging, escalation and updating and closing of call logs using the Service Desk System, 
    ensuring they are maintained to a high standard, call can be received in person, email or via the 
    self-service portal ensuring that:
    o All updates from the service users are recorded accurately and in a timely manner.
    o Seeking further advice and information within informatics when necessary.
    o Use a library of knowledge (knowledge base) as a reference when supporting service users.
  • Provide first line support and troubleshooting of incidents from internally supported applications 
    and trust issued endpoint hardware devices e.g. tablets used across community to support the emis  application.
  • Remote access to client PC’s to solve problems/errors on various applications.

Working for our organisation

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care.  We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  

Detailed job description and main responsibilities

The post holder must have good communication skills in both verbal and written mediums and be able to 
describe complex technical concepts effectively in a clear manner across all levels of staff within the trust  and be able to inform where service delays may occur.
The post holder will be required to communicate across all levels of staff within the trust. It is essential for technical concepts to be translated into straightforward language and so the post holder must be able 
to explain technical complexities in simple terms to ensure understanding.

Person specification

Qualifications

Essential criteria
  • GCSE English and Mathematics grade C or equivalent experience
  • Keyboard skills to RSA 1 or equivalent experience
  • A minimum of 2 years’ experience working in an administrative role
  • Good basic IT Skills
  • ITIL Foundation (or willingness to work towards)
Desirable criteria
  • NVQ 2+
  • ECDL
  • Customer care qualification
  • Previous Service Desk experience

Experience

Essential criteria
  • Good awareness of customer care
Desirable criteria
  • NHS IT experience

Knowledge and Skills

Essential criteria
  • Ability to determine appropriate work priorities and manage workloads effectively and work under own initiative or as part of a team Good accurate keyboard skills with high level of speed and accuracy
  • Excellent telephone manner
  • Good interpersonal skills, diplomatic and able to inspire user confidence
  • Ability to deal effectively with dissatisfied customers
  • Ability to assess, resolve and forward enquiries
  • Ability to analyse data problems, to understand their cause and to resolve them
  • Willingness to learn new skills to keep abreast of continuing developments
  • Taking initiative to correct inaccurate information
Desirable criteria
  • Knowledge of NHS information flows, data standards and performance requirements
  • Experience of using SCR

Personal Attributes

Essential criteria
  • Good communication skills with the ability to convey complex technical concepts in plain language in a credible and confident manner
  • Effective decision making and ability to work under pressure
  • Ability to use own initiative and take responsibility for the outcomes and impact of their decisions
  • “Can Do” attitude with positive approach to service delivery
  • Ability to take action and exceed customer expectations
  • Have a flexible approach to work – participate in departmental rotas and active involvement in system upgrades.

Employer certification / accreditation badges

Happy to Talk Flexible WorkingPositive about disabled peopleInvestors in PeopleCare quality commission - GoodDisability confident committedStep into health

Documents to download

Apply online now

Further details / informal visits contact

Name
Carl Fairclough
Job title
Head of System Support
Email address
carl.fairclough@elht.nhs.uk
Telephone number
01254 733021