Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.
The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.
Find out more about NELFT careers and what makes our Trust a great place to work, in this video
Job overview
Providing technical support for all Clinical Systems (Rio, SystmOne, CareDoc, NHS e-Referral Service) incidents reported to the NELFT Clinical Systems Helpdesk. The level of support provided to the user base will ensure that maximum uptime of systems is maintained, which will enable users to make the best use of clinical systems during their daily work and facilitate the delivery of high-quality patient care.
The post holder will provide support to users across various mediums (telephone, typed, face-to-face), consistently delivering a “client-focused” service which promotes excellent customer service and effective working relationships.
Main duties of the job
• Provide relevant and timely specialist advice and guidance on functional and process matters.
• Perform system administration and configuration tasks to resolve incidents and service requests, and to maintain data quality.
• Perform smartcard registration, printing, and distribution in accordance with Registration Authority policies and procedures.
• Ensure comprehensive logging of tickets and timely resolution of issues.
• Engage proactively with users to prevent reoccurring issues.
• Take ownership of incidents, service requests and problem management where necessary.
• Work as part of a team and actively promote knowledge sharing amongst all team members.
• Work alongside various teams within the Informatics department, keeping team members up to date as and when required.
• Create and update technical and non-technical documentation in line with departmental guidelines and with awareness of the needs of the target audience.
• Be aware of, and abide by, Trust policies across the whole business.
• Maintain a professional demeanour and deliver “client-focused” support in line with the Trust values.
• Provide out-of-hours support & on-site support, if required.
• Actively take part in departmental discussions and developments.
• Maintain exemplary standards of professional and general conduct regarding handling complex and sensitive data.
• Ensure appropriate training is undertaken in line with Trust mandatory training, Personal Development Plans and the role’s Skills Matrix.
Working for our organisation
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
High Cost Area Supplement
This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,551 to a maximum of £5,735).
Detailed job description and main responsibilities
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.
Use of AI
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used, then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Person specification
Experience
Essential criteria
1. Significant experience of working in a customer support environment, and providing a high level of customer service
2. Significant experience of Rio system administration
3. Experience of working with highly confidential patient data
4. Experience of interpreting data, creating reports, and maintaining documentation relating to applications support
5. Significant experience of providing Clinical Systems technical support
Knowledge
Essential criteria
6. Knowledge of ticket logging systems and exposure to incident and problem management
7. Understanding of telephony systems
8. Understanding of clinical portals and how they integrate with clinical systems: Cerner Health Information Exchange (HIE), Graphnet’s Shared Care Record, Medical Interoperability Gateway (MIG) Orion Clinical Porta
Skills
Essential criteria
9. Excellent interpersonal skills, communicates effectively at all levels with a variety of internal and external individuals including clinicians
10. Excellent IT skills, especially Microsoft Office, Outlook, Word, Excel and PowerPoint
11. Frequent concentration required when checking information, answering queries from staff, analysing data, dealing with interruptions, troubleshooting issues
12. Methodical approach to troubleshooting technical issues
Demonstration of Trust Values
Essential criteria
13. We are kind, We are respectful, We work together with our communities
Qualifications
Essential criteria
14. Customer services or Helpdesk training, or equivalent experience
Benefits
We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:
15. A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff.
16. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity.
17. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors.
18. Detailed information about our wellbeing and benefits offer can be found in this link.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.