2920 - Clinical Systems Service Desk Assistant

Barnsley Hospital; Barnsley; Hybrid; GBP 18,000 - 24,000; Full time

Job summary

Barnsley Hospital NHS Foundation Trust is seeking a Clinical Systems Service Desk Assistant to join the Digital Support Helpdesk. You will provide 1st/2nd line support for the Trust's clinical and IT systems and assist users with service requests, logging and tracking tickets, and ensuring SLA compliance.

The role involves face-to-face support, developing guidance, and contributing to system changes while delivering excellent customer service in a hospital environment.

Qualifications

• Experience Microsoft Office applications e.g. Word, Outlook and Teams
• Experience of dealing with telephone queries
• Experience of providing good customer service
• Experiencing of organising jobs and tasks
• Experience of working in a hospital environment
• Experience of working within an IT environment
• Experience of working on a service/help desk

Responsibilities

• Provide 1st line support for the Digital Support Helpdesk, which provides support for issues relating to both the Trusts clinical systems and wider IT systems.
• To assist users with issues and service requests relating to the Trusts core clinical systems and smartcards.
• Maintain a record of all calls and jobs on the Trusts and service providers service tool by raising support tickets.
• Monitor support tickets from end users to ensure they are resolved or escalated within local Service Level Agreements (SLA).
• Respond proactively to system changes by supporting system implementations and completing necessary training.
• Demonstrate excellent communication skills, both electronically and face-to-face, to ensure a consistent level of support to system users.
• Provide face-to-face support via regular departmental visits to clinical and non-clinical areas.
• Assist in the development of guidance and standard operating procedures on all aspects of clinical applications support.

Skills

Communication skills

Telephone etiquette

Customer service

Independence

Teamwork

Follow instructions

Adaptability

Stress tolerance

Education

GCSEs

Tools

Microsoft Office

Job description

2920 - Clinical Systems Service Desk Assistant

This role is a fantastic opportunity for apprenticeswho are currently studying for NVQ Level 2/3, apprentices should note that thesalary would be Agenda for Change Annex 21 trainee rate (75% max of band)until they have completed their apprenticeship.

An excitingopportunity has arisen for someone to join our Clinical Applications Managementteam as a part of the Digital Support Helpdesk.

As the ClinicalSystems Service Desk Assistant, you will work within the wider Digital Support team to provideeffective administrative, service desk 1st / 2nd linesupport, and issue resolution support.

Main duties of the job

• Provide 1st line support for the Digital Support Helpdesk, which provides support for issues relating to both the Trusts clinical systems and wider IT systems.
• To assist users with issues and service requests relating to the Trusts core clinical systems and smartcards.
• Maintain a record of all calls and jobs on the Trusts and service providers service tool by raising support tickets.
• Monitor support tickets from end users to ensure they are resolved or escalated within local Service Level Agreements (SLA).
• Respond proactively to system changes by supporting system implementations and completing necessary training.
• Demonstrate excellent communication skills, both electronically and face-to-face, to ensure a consistent level of support to system users.
• Provide face-to-face support via regular departmental visits to clinical and non-clinical areas.
• Assist in the development of guidance and standard operating procedures on all aspects of clinical applications support.

About us

BarnsleyHospital NHS Foundation Trust is a high performing Trust, currently rated Goodby the Care Quality Commission (CQC) and achieving significant progress in thedelivery of our strategic objectives, including our ambition to be the bestPlace to Work.

Wescored best in the country in the most recent NHS Staff Survey for teamwork,compassionate leadership, and supporting work/life balance. In 2024's survey,the Trust also scored above average in every theme of the NHS People Promisethe promise NHS colleagues make to each other to improve the experience ofworking in the NHS for everyone.

Weare proud of the commitment of our colleagues to ensuring a strong andsustainable future and our organisation is highly valued by our localcommunities.

Therehas never been a better time to join Barnsley Hospital. It is moving at paceand a we can do this attitude is evident right through the organisation.

BarnsleyHospital NHS FT is committed to promoting equality of opportunity and fairtreatment to all applicants.

Forindividuals who may require sponsorship under the skilled worker or health& care visa route please use the link on the right hand side of the advertto check your eligibility, please note that band 2 roles are no longer eligiblefor sponsorship.

Thecost of the DBS (criminal records check) for Band 6 and above roles will onlybe met by the successful candidate(s) through salary deduction.

Pleasenote we reserve the right to close positions early

Job responsibilities

Job Description forClinical Systems Service Desk Assistant

Please refer to the attachedJob Description and Person Specification for full details of the role and responsibilities.

SupportingDocuments

Please refer to thevalues-based recruitment guidance and associated documentation.

Person Specification

Experience

• Experience Microsoft Office applications e.g. Word, Outlook and Teams
• Experience of dealing with telephone queries
• Experience of providing good customer service
• Experiencing of organising jobs and tasks
• Experience of working in a hospital environment
• Experience of working within an IT environment
• Experience of working on a service/help desk

Skills and Abilities

• Good written, face to face and verbal communication
• Excellent telephone manner
• Ability to meet customer satisfaction
• Ability to work without close supervision
• Ability to work in a team environment
• Ability to accept direction and follow instructions
• Ability to adapt to changes and new ways of working
• Ability to work under pressure and in a fast-paced environment

Trust Values

• Please describe in around 100 words: What Equality & Diversity means to you and why they are important.
• Please describe in around 100 words: Describe how you contribute to a well-functioning team.

Knowledge and Awareness

• Knowledge of the General Data Protection Regulation
• Knowledge of the NHS Code of Practice

Qualifications

• 3 GCSEs at Grade 4 or above, one to include English Language (or an equivalent qualification). In exceptional cases, a lesser qualification may be acceptable if the required experience is met.