Duties and Responsibilities
Key Responsibilities
1. Provide clinical system and business application support to N3i customers.
2. Provide first-line support and resolve issues related to RA/Smartcard services, often working closely with RA Managers.
3. Create, amend, and revoke user access accounts for Smartcards via Care Identity Management and other associated NHS Smartcard management systems.
4. Provide a wide range of remote and face-to-face IT support to customers, identifying, troubleshooting, and fixing any issues and problems.
5. Work within agreed quality and service level standards for all supported organisations.
Communication
1. Communicate technical matters which may be complicated to staff, customers, and other audiences in an understandable manner.
2. Maintain a professional, approachable, helpful, and friendly attitude at all times.
3. Provide feedback on potential training requirements and needs to the N3i DOTS team.
4. Develop and maintain relationships with staff in other parts of the organisation and other associated organisations.
5. Report any security breaches or incidents in accordance with the organisations incident reporting policies.
6. Act as an ambassador for the IT Service by developing and maintaining excellent working relationships with colleagues and customers.
Analytical Tasks
1. Ensure the correct identification of individuals applying for access to NHS systems by validating their identity documents.
2. Assign appropriate access rights to users based on their roles and responsibilities within the NHS.
3. Exercise particular care over any enhanced level of security access levels that the post holder may have.
Planning and Organisational Skills
1. Manage daily tasks including arranging appointments and organising visits to sites and practices.
2. Keep accurate records of all RA activities and ensure compliance with national and local policies.
3. Ensure all data recorded (electronic or manual) is accurate, complete, and recorded in a timely manner.
Physical Skills
1. Possess keyboard skills and experience of using a range of software with a high level of accuracy.
2. Travel to meetings as required.
Policy and Service Development Implementation
1. Follow organisational policies and implement policies related to IT systems.
2. Support the development of clear documentation for use by other members of staff.
Responsibilities for Research and Audit
1. Perform audit functions on RA systems as required, reporting any anomalies.
2. Analyze data in the RA system and from reports.
3. Analyze any issues with smartcard access and develop resolutions and recommendations.
Responsibilities for Resources
1. Maintain appropriate levels of equipment and stock to carry out RA functions.
Responsibilities for Education and Training
1. Provide awareness and training to staff in the use of system tools.
Freedom to Act
1. Use initiative to manage own day-to-day workload, referring to line manager when necessary.
2. Adhere to policy and guidance as required.
Knowledge, Training and Experience
1. Undertake training and development to enhance existing skills as required by line manager.
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