Information Systems Support Desk Manager

Job summary

We are looking for an Information Systems Support Desk Manager to join our team

Our Information Systems Support Desk Analyst Team provides configuration, smartcard support and resolution to clinical access issues to approximately 5000 end users of SystmOne, eQuest, eDocs, Inform and Summary Care Record to name a few. You will need to work closely with all services across the Trust and the rest of the Information Systems team, as well as the Data Warehouse, Performance and Business Intelligence teams.

You will be responsible for all Clinical Application Systems Support. This includes all Patient Systems Clinical Application 2nd line Support e.g. service issues and configuration changes, Data Quality/Validation and the day-to-day management of the systems.

You will ensure that any configuration change requests are managed appropriately.

You will be responsible for managing the Support Desk Team.

You will ensure that processes are developed for the efficient working of the Support Desk team that supports the effectiveness of the Information Systems Team.

You will ensure that day to day tasks are recorded as appropriate and completed in a timely manner by the team.

Work with third parties and suppliers to ensure requests and incidents are managed and resolved effectively.

Driving is essential for this position

Main duties of the job

*Ensure that Requests and Incidents on ServiceNow are managed effectively and expedite requests where appropriate

*To implement application system processes Trust-wide and ensure departmental procedures are up-to-date and appropriate. Follow and monitor adherence to them and recommend changes to procedures where these will make them more efficient or effective.

*To manage the starters and leavers process for all Information Systems' clinical applications.

*To provide day-to-day liaison between the Trust and third parties providing system support services, specifically TPP, INFORM and the local ICT Support Service.

*Support positive working relationships with staff across the IT department and trust.

*To manage and test any enhancements and changes made to the clinical systems, informing Product Specialists of potential impact on Users and/or Processes..

*To be responsible for the Information Systems' clinical application systems 1st line and 2nd line User Support Desk including local configuration requests e.g. new letters and user support services e.g. telephone based 'how to' queries, ensuring that all incidents raised by staff are dealt with promptly, effectively and monitored in accordance with departmental procedures and against departmental standards. Also, to ensure there are adequate validation procedures in place in support of the best possible data quality.

*To cover duties specified by the Head of Information Systems and Product Specialists in their absence as may be required.

About us

We have been working with other local NHS Trusts to create a new organisation, bringing together all community, mental health and learning disability services from across Hampshire and Isle of Wight. Subject to approvals, the aim is for the new Trust to be formed by July 2024.Project Fusion is the name for the programme to create the new combined NHS Foundation Trust. Hampshire and Isle of Wight Healthcare NHS Foundation Trust will be bringing the services into a single organisation will result in more consistent care, more equitable access to services irrespective of postcode, and a more sustainable workforce and services. The new organisation will operate locally to ensure services can best meet the needs of different communities.The new Trust will be comprised of all the services currently provided by Solent NHS Trust and Southern Health NHS Foundation Trust, the community, mental health and learning disability services provided by Isle of Wight NHS Trust and child and adolescent mental health services delivered in parts of Hampshire by Sussex Partnership NHS Foundation Trust.Colleagues will transfer to the new organisation under Transfer of Undertakings (Protection of Employment) -- known as TUPE on 1st July 2024. TUPE is a legal process to ensure you transfer out of one organisation and into another, maintaining the terms and conditions of your employment.