Clinical Systems Helpdesk Officer

Job description

Job responsibilities

The post holder will be expected to:

Provide first line support to users through problem solving and training which enables users to use the system effectively. Contacts will include those within Hertfordshire Community NHS Trust at all levels, third party suppliers and governmental departments. The majority of this support is via the telephone

Convey highly complex and complicated IT processes in a non-technical way to facilitate understanding. This may involve overcoming barriers to understanding such as explaining processes or functionality of systems in such a way that users understand the need to act accordingly.

Providing sensitive and confidential information in relation to patients and their health records including demographic and clinical data.

Establishing and maintaining good relationships at all levels.

The post holder will be expected to have the following:

Good general level of education

SystmOne Experience is essential

Diploma level qualification plus relevant experience in application computer systems and relevant legislation.

Computer usage qualification such as ECDL, or equivalent experience

Knowledge of databases in general

Advanced level usage of Microsoft Office Suite especially Word and Excel

Use of Data Warehouses, e.g. Microsoft tools

Office administration & collation of manual data

Knowledge of Data Protection Act/Freedom of Information Act

Worked in Telephone Support for one year and to have good customer facing skills

Worked in Database Administration

Helpdesk experience

Understand data quality issues and monitor and update on an on-going basis.

Knowledge of how operational systems are used to support patient care and to generate management information>

Person Specification

Qualifications and Training

Essential

• Advanced level usage of Microsoft Office Suite esp. Word, Excel

Desirable

• Computer qualification (ECDL)
• Diploma level qualification or equivalent experience

Experience and Knowledge

Essential

• SystmOne knowledge essential and history of use
• Experience working in a telephone support or customer service environment Office
• Knowledge of Data Protection Act/Freedom of Information Act
• Databases/Database administration

Desirable

• Experience working in the NHS with Clinical Services

Skills and Abilities

Essential

• Ability to monitor own workload and prioritise if necessary
• Good customer facing skills
• Excellent communication skills both oral and written, including presentation skills
• Good analytical skills

Other requirements

Essential

• Eligible to live and work in the UK
• Hold a full, valid, UK driving licence and have access to a car to use for business purposes (unless you have a disability as defined by the Equality Act 2010)

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.

Employer details

Employer name

Hertfordshire Community NHS Trust

Address

Howard Court / Home

Welwyn Garden City

AL8 1BW

Employer's website

https://www.hct.nhs.uk (Opens in a new tab)