Job summary
UHS is looking for a driven and enthusiastic Software Support Technician to join the HICSS commercial business, The person will provide excellent customer service support for the HICSS clinical software used across many NHS trusts in the UK. Supporting both our internal and external customers you will diagnose, troubleshoot, and provide user support to ensure our clinical systems are operational 24/7. you'll have the ambition and desire to want to make a difference.
ABOUT THE TEAM
University Hospital Southampton NHS Foundation Trust (UHS) holds the status of Global Centre of Digital Excellence and is leading an exciting programme to become paperless as a digital exemplar trust. The HICSS team provide operational support for the Endoscopy management software used at UHS and at partner Trusts, as well as delivering regular upgrades to enhance and expand the functionality within these applications.
Core hours for the HICSS Commercial team are 8 am to 6 pm Monday to Friday
Main duties of the job
YOUR MAIN DUTIES
You can read an overview of the main duties of the role in the section below: Job Description and Main Responsibilities.
To understand the role in more detail please read the full job description and person specification documents attached.
About us
WHAT WE CAN OFFER YOU
As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated 'Good' by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.
At UHS we are committed to providing a flexible working environment. We believe that it benefits everyone if we achieve a positive work-life balance. Whether you are balancing family, study, or your well-being with your career, we want to support you so you can help our patients.
We're proud to have been voted in the Top Five Acute Trusts for our commitment to supporting our staff to achieve work-life balance.
UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and offer a generous pension scheme and life insurance.
Job description
Job responsibilities
YOUR RESPONSIBILITIES WHAT YOULL DO
In the role, youll:
Provide 2nd line support for all assigned systems, including fault finding, diagnosis and resolution of complex issues. This could include making edits to database records and configuration files and reporting issues to software development teams.
Work as part of a team, developing complex clinical applications that support the best patient care.
Ensure calls are logged accurately on the Service Desk system and records are amended and updated where necessary.
Process and resolve user service requests for relevant systems.
Ensure our systems are maintained and fully supported so that our staff and customers know they can be relied upon 24/7.
With our Best of Breed approach, you will use your knowledge and skills to help us develop and integrate with the best healthcare products available, using open standards to support interconnectivity and mobilisation.
Applicants must be willing to participate in on-call support rosters.
WHAT WERE LOOKING FOR Were looking for a dynamic software support technician with extensive experience working on complex healthcare applications. Well be looking for you to demonstrate experience in:
Testing new software releases/applications
Technical problem solving
Providing world-class customer service, both face-to-face and on the phone.
Liaising with different technical disciplines and customers to help provide a first-class product.
Show excellent time management skills and prioritisation.
Basic HTML coding
Basic SQL queries
Job description
Job responsibilities
YOUR RESPONSIBILITIES WHAT YOULL DO
In the role, youll:
Provide 2nd line support for all assigned systems, including fault finding, diagnosis and resolution of complex issues. This could include making edits to database records and configuration files and reporting issues to software development teams.
Work as part of a team, developing complex clinical applications that support the best patient care.
Ensure calls are logged accurately on the Service Desk system and records are amended and updated where necessary.
Process and resolve user service requests for relevant systems.
Ensure our systems are maintained and fully supported so that our staff and customers know they can be relied upon 24/7.
With our Best of Breed approach, you will use your knowledge and skills to help us develop and integrate with the best healthcare products available, using open standards to support interconnectivity and mobilisation.
Applicants must be willing to participate in on-call support rosters.
WHAT WERE LOOKING FOR Were looking for a dynamic software support technician with extensive experience working on complex healthcare applications. Well be looking for you to demonstrate experience in:
Testing new software releases/applications
Technical problem solving
Providing world-class customer service, both face-to-face and on the phone.
Liaising with different technical disciplines and customers to help provide a first-class product.
Show excellent time management skills and prioritisation.
Basic HTML coding
Basic SQL queries
Person Specification
Qualifications, knowledge and experience
Essential
- Degree or equivalent experience in application support
- Ability to explain IT issues to non-IT staff and extract relevant information from them to help diagnose IT problems
- Previous experience of working on a large project
- Evidence of supporting users through change
- Relevant experience of database master table administration/maintenance
- Proven system testing experience
- Good knowledge and understanding of Data Protection issues
- Writing IT technical knowledge in simple plain English
Desirable
- Previous or relevant experience of working within a Healthcare environment
- Basic knowledge of SQL
- Application Testing
- Basic knowledge of HTML or web-based design programs
- Evidence of technical/problem solving
Skills and competencies
Essential
- Advanced Microsoft Office skills
- Ability to learn and assimilate information quickly
- Adaptability
- Analytical thinking
- Database management
- Customer service
- Organisational skills
- Teamwork
- Taking the initiative
- Prioritisation
- People management
- Data entry
- Problem solving
- Time management
- Presentation skills
- Communication
- Working under pressure
- Attention to detail
Values
Essential
- Able to demonstrate behaviours that meet the Trust Values Patients First
- Able to demonstrate behaviours that meet the Trust Values Always Improving
- Able to demonstrate behaviours that meet the Trust Values Working Together
Person Specification
Qualifications, knowledge and experience
Essential
- Degree or equivalent experience in application support
- Ability to explain IT issues to non-IT staff and extract relevant information from them to help diagnose IT problems
- Previous experience of working on a large project
- Evidence of supporting users through change
- Relevant experience of database master table administration/maintenance
- Proven system testing experience
- Good knowledge and understanding of Data Protection issues
- Writing IT technical knowledge in simple plain English
Desirable
- Previous or relevant experience of working within a Healthcare environment
- Basic knowledge of SQL
- Application Testing
- Basic knowledge of HTML or web-based design programs
- Evidence of technical/problem solving
Skills and competencies
Essential
- Advanced Microsoft Office skills
- Ability to learn and assimilate information quickly
- Adaptability
- Analytical thinking
- Database management
- Customer service
- Organisational skills
- Teamwork
- Taking the initiative
- Prioritisation
- People management
- Data entry
- Problem solving
- Time management
- Presentation skills
- Communication
- Working under pressure
- Attention to detail
Values
Essential
- Able to demonstrate behaviours that meet the Trust Values Patients First
- Able to demonstrate behaviours that meet the Trust Values Always Improving
- Able to demonstrate behaviours that meet the Trust Values Working Together
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
