Berkshire and Surrey Pathology Services (BSPS) is a joint venture between Ashford and St. Peter's Hospitals NHS Foundation Trust, Surrey and Sussex NHS Trust, Frimley Health NHS Foundation Trust, Royal Surrey County Hospital NHS Foundation Trust and the Royal Berkshire NHS Foundation Trust delivering pathology services to both acute and primary care patients across the network area.
Main duties of the job
The role of Pathology Applications Support is to ensure that IT administration tasks associated with the day to day running of a range of Pathology IT applications are handled in an effective and efficient manner. Handling of queries with regards to Pathology Applications from both GPs and trust staff is vital in ensuring that Berkshire and Surrey Pathology Services maintain a close relationship with their users.
This is a hands-on role and as part of the support service you will be required to answer queries via email, self-service requests and by phone in a timely manner ensuring that all work requests are logged in accordance with current practice, that minimum data sets are adhered to and that appropriate triage and resolution on first contact is the primary objective.
You will be required to liaise with third party suppliers and contractors to ensure incidents are resolved within agreed SLAs for that system or service.
Excellent organisational and communication skills are a vital part of this role as constant telephone and VDU usage is required to support end users and the team, so an ability to concentrate on demanding tasks and deal with issues supportively is essential.
Job description
Job responsibilities
The post holder will help with the administration tasks and support the use of Pathology IT applications. This will include out of hours cover and travel to other hospital sites and GP practices.
Specific tasks will include:
1. Answer and respond to emails, Self Service requests and Phone calls.
2. Ensure minimum data sets are gathered for all tickets logged in the CRM application.
3. Maintain the system event log.
4. Manage the applications to ensure a robust service with maximised uptime for the end users and with agreed SLAs.
5. Undertake support with application enquiries/problems/requests and faults received in accordance with Service Level Agreements and Trust standards.
6. Create user accounts for Pathology IT applications and systems and ensure accuracy of data.
7. Complete user account maintenance activities.
8. Ensure new staff and leavers are administrated in an appropriate and timely manner.
9. Provide application support for Pathology users both internal and external and maintain an effective working relationship with all users.
10. Escalation of issues to second line support and/or external suppliers as appropriate.
11. Send technical IT related communications as required.
12. Engage with staff and GPs with varying degrees of IT skills and knowledge to troubleshoot issues and for training purposes.
13. Take ownership of the logged calls and follow up the status of problems on behalf of the user.
14. Work as part of a rota covering the out of hours of the Pathology IT.
15. Support the contingency strategies and plans as required and assist with Business continuity.
16. Participate in testing of business continuity/downtime plans for systems.
17. Support the project teams as required with testing for projects and BAU changes.
18. Act as first line support to triage incoming calls and prioritise based on number of sites, affected users and clinical impact.
19. Ensure compliance with Trust policies for Data Protection Act and Caldicott Principles on patient confidentiality.
20. Assist with the smooth running of the pathology applications administrative function, and provide day to day office administration tasks.
Person Specification
Qualifications
Essential
1. Educated to Degree Standard or 3 years equivalent experience.
2. Business Administration NVQ Level 3.
3. IT literate - Word, Excel, PowerPoint and Outlook.
Desirable
1. ITIL and specifically application of ITIL Change, Incident and Problem Management principles.
2. Experience of clinical applications or pathology LIMS systems.
3. Trained in the use of Service Desk Solutions.
4. ECDL or equivalent IT qualification.
Experience
Essential
1. Excellent telephony, verbal and written communication and interpersonal skills.
2. Ability to record accurate information and prioritise work under pressure.
3. Aptitude to query information with customers to gain more details and establish facts.
4. Self-motivated, enthusiastic, organised with excellent attention to detail.
5. Able to work effectively with a wide range of specialists, at all levels, across internal and external organisational barriers.
6. Must show a high level of personal integrity and encourage similar standards in colleagues.
7. Experienced in translating data into simple reports or information to present to non-technical staff.
8. Good level of understanding of application and system architecture including integration.
9. Experience of set up and configuration of applications including master files, templates, peripherals such as printers, RBAC.
Desirable
1. NHS processes, policies and protocols.
2. Knowledge of use and support of pathology systems e.g. WinPath and ICE.
SPECIAL REQUIREMENTS
Essential
1. Current driving licence or otherwise independently mobile.
2. Able to work across all BSPS sites.
3. Able to cover out of hours as required.
Employer details
Employer name
Frimley Health NHS Foundation Trust
Address
Frimley Park,
Portsmouth Road,
Frimley,
GU16 7UJ
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