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: Answer and respond to emails, Self Service requests and Phone calls. Ensure minimum data sets are gathered for all tickets logged in the CRM application. Maintain the system event log. Manage the applications to ensure a robust service with maximised uptime for the end users and with agreed SLAs Undertake support with application enquires/problems/requests and faults received in accordance with Service Level Agreements and Trust standards Create user accounts for Pathology IT applications and systems and accuracy of data is a key component to maintain clinical systems Complete user account maintenance activities Ensure new staff and leavers are administrated in an appropriate and timely manner Provide application support for Pathology users both internal and external and maintain an effective working relationship with all users and encourage them to follow a specific agreed course of action. Escalation of issues to second line support and/or external suppliers as appropriate Send technical IT related communications as required. Will be required to engage with staff and GPs with varying degrees of IT skills and knowledge be it in writing, orally or electronically to trouble shoot issues and for training purposes. Take ownership of the logged calls and follow up the status of problems on behalf of the user and communicate progress in a timely manner. Work as part of a rota covering the out of hours of the Pathology IT. Support the contingency strategies and plans as required and assist with Business continuity. Participate in testing of business continuity / downtime plans for systems Support the project teams as required with testing for projects and BAU changes. Testing will need to be evidenced on spreadsheets for sign off as part of larger projects Act as first line support to triage incoming calls and prioritise based on number of sites, affected users and clinical impact. Ability to recognise when to escalate the call to senior staff, instigate communications or inform Trust CIO/or CCIO both in and Out of Hours Ensure that a rigorous approach is taken to data quality by yourself and any members of the team when making system changes. Identify data quality issues to the Pathology IT Manager and suggest activities to improve data quality. Assist in taking preventative action Expected to plan and organise own workload Ensure compliance with Trust policies for Data Protection Act and Caldicott Principles on patient confidentiality. Whilst not the primary task of the post holder, the post holder, on request, will assist the management of Pathology in the smooth running of the pathology applications administrative function, and will provide day to day office administration tasks.