Clinical Systems Helpdesk Associate

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

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.