Job Description
As part of a new and growing IT Applications and development team we are looking to recruit an IT Applications Service Support Team Member.
The post holder will require a balance of good technical skills, and eye for detail and sound understanding of process flow. Making up a key part of the Service Support Team you will be required to investigate system issues raised from the IT Service Desk as well as provide assistance to the other Application teams in the resolution of issues. This role will also focus on the data management and configuration of our supported systems.
With plenty of opportunities in an expanding team to progress we are looking for an optimistic person who can become part of the IT Applications Team.
Please note - this is a multi-site trust and candidates will be asked to travel to all sites (Luton and Bedford) on a weekly basis and to attend any other locations required as part of their role.
Candidates will be expected to work their 37.5 hours flexibly to meet business requirements. Evenings, nights and weekends work may also be expected as part of a safer and more effective service delivery
The Service Support Analyst position is a key role within the Applications Team, the role provides IT Support for production Applications or the associated interfacing software and any new Applications or interfaces to be implemented. The post monitors Applications and interfaces and will take ownership of the relevant queries or incidents, assign or escalating to other teams or team members as required. The post holder will follow calls through to resolution, taking necessary actions to ensure application issues or problems are resolved
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.
We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.
Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.
Job Summary:
- To manage and provide support to all IT Applications supported by the IT Applications Team and any new IT Applications to be introduced.
- To monitor all IT Applications (including interfacing applications) and any future systems.
- To investigate and resolve or escalate IT Applications issues logged to the IT Service Desk.
- To liaise with all external suppliers and offer support to all interfacing systems Users.
- To support the data management and configuration needs of the Service Support team including patient merging and related activities.
- To support and assist with the running of the IT Service Desk.
- To be able to deal with and understand patient merges and deceased lists.
Key Responsibilities:
- To develop a sound working knowledge of all applications supported by the IT Applications Team and any other applications to be introduced
- To develop a sound working knowledge of all external suppliers
- To develop a sound working knowledge of all external supplier IT Service Desks to ensure that all relevant calls are logged and updated promptly and accurately, adhering to guidelines set out
- To develop an understanding and monitor all systems and interfaces supported by the IT Applications Team and take appropriate and immediate action when problems arise
- To log and investigate applications calls received by the IT Service Desk. Resolve where possible, escalate more complicated issues to another member of the internal or external support teams
- To assist in the monitoring of all application calls logged on both the Trust and Suppliers IT Service Desks, ensuring all calls are followed through to final resolution, taking any necessary actions to facilitate this and continually update users of progress made
- To be able to prioritise own workload to ensure the smooth running of the Trust
- To develop a comprehensive understanding of the current working practices within all Wards and Departments across the Trust in order to fully understand issues
- To be able to follow and adhere to specific instructions when performing administrative tasks and resolving issues
- To provide professional and prompt assistance to all users contacting the IT Service Desk, applying customer care ethics at all times
- To assist in the maintenance and development of all applications supported by the Applications Team and be able to record changes and keep them up to date
- To ensure all own Service Desk calls are managed within the Trust contractual agreements with application suppliers and assist in the preparation of SLA documentation
- To communicate effectively with and actively assist all IT staff members and ensure that they are fully informed of issues that would effect the smooth running of the Department
- Develop relationships with third parties (including GPs), Support companies and suppliers where applicable to ensure that the expectations of the Trust and its users are met
- Engage with users to enable them to make decisions about the best use of IT to help them in their role.
- Undertake any other duties relevant to the role, including patient merges and deceased lists
- It is likely that during your normal working day you will encounter, and occasionally be required to assist Patients and visitors during such incidental contact.
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