Job summary
Participate in the provision of an efficient, responsive, effective and customer focused helpdesk and support service. MyMFT Ambassador helpdesk agents are responsible for supporting patients, relatives, carers and staff when they require help with using the MFT application. The post-holder will provide a prompt support service in response to telephone, and email requests from end-users and proactively provide onsite support to patients. All requests will be entered accurately and efficiently onto the Help Desk system ensuring the customer experiences a high quality, timely service and efficient resolution to their problem.
As we move into a new age of digital communications and support at MFT the Helpdesk agents are a key link with staff and patients and are vital to keeping the Manchester Foundation Trust running smoothly. They ensure our patients have the information they need for managing their care and our healthcare professionals can provide crucial patient information.
Main duties of the job
o Be the first point of contact within Informatics for all queries, incidents, problems and requests.
o Provide an ambassador service in support of the MyMFT application, answering incoming calls in line with Trust Standard Operating Procedures (SOPs) and supporting patients onsite to use the application.
About us
MFT is one of the largest NHS Trusts in England with a turnover of £2.8bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 30,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating, and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating, and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Attributes
Essential
- Qualifications: Higher National Certificate / Diploma or equivalent or relevant experience. Evidence of Personal Development
- Experience/Knowledge: Experience in working in customer facing IT service delivery environment. Experience of providing a customer focused IT front line service; experience in use of service desk systems and or call distribution systems. Ability to communicate confidently via telephone and in person with the general public. Confidence to be an ambassador for a digital application. An ability to listen and diagnose correctly in order to ensure that incidents are dealt with effectively. Able to work under pressure. Must be able to handle people in a courteous and sensitive manner taking account of individual needs and concerns. An ability to communicate effectively and with confidence to third party suppliers. Well organised. Self-motivated. A willingness to develop and learn A good team player Commitment to service delivery. Experience in the use of service desk systems and call distribution systems
- Attributes: Provide and receive information on IM&T matters which may be complicated. Ability to analyse situations / information to identify and resolve a range of problems. Plan tasks and activities which may require adjustment due to variable workload / interruptions. Collaborative approach and good team working
- Other criteria: Ability to undertake shift working including out-of-hours / on call, weekend and Public Holidays
Desirable
- Qualifications: Higher National Certificate / Diploma or equivalent qualification in an IT related subject
- Experience/Knowledge: Knowledge of Internet / Portals / Intranet concepts. Good working knowledge of Microsoft products including Microsoft Office Suite.
- Other requirements: Ability to Travel
Person Specification
Attributes
Essential
- Qualifications: Higher National Certificate / Diploma or equivalent or relevant experience. Evidence of Personal Development
- Experience/Knowledge: Experience in working in customer facing IT service delivery environment. Experience of providing a customer focused IT front line service; experience in use of service desk systems and or call distribution systems. Ability to communicate confidently via telephone and in person with the general public. Confidence to be an ambassador for a digital application. An ability to listen and diagnose correctly in order to ensure that incidents are dealt with effectively. Able to work under pressure. Must be able to handle people in a courteous and sensitive manner taking account of individual needs and concerns. An ability to communicate effectively and with confidence to third party suppliers. Well organised. Self-motivated. A willingness to develop and learn A good team player Commitment to service delivery. Experience in the use of service desk systems and call distribution systems
- Attributes: Provide and receive information on IM&T matters which may be complicated. Ability to analyse situations / information to identify and resolve a range of problems. Plan tasks and activities which may require adjustment due to variable workload / interruptions. Collaborative approach and good team working
- Other criteria: Ability to undertake shift working including out-of-hours / on call, weekend and Public Holidays
Desirable
- Qualifications: Higher National Certificate / Diploma or equivalent qualification in an IT related subject
- Experience/Knowledge: Knowledge of Internet / Portals / Intranet concepts. Good working knowledge of Microsoft products including Microsoft Office Suite.
- Other requirements: Ability to Travel
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.
