Digital Systems Operations Support Officer

Integrated Care System; Dartford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare organization is seeking a Digital Systems Operations Support Officer in Dartford. The role involves responding to operational queries on digital systems, providing training, and ensuring users utilize technologies effectively. Ideal candidates will have in-depth knowledge of digital systems and strong planning skills. The position offers a varied workload with on-site support as required, fostering an agile working environment.

Qualifications

• Demonstrated knowledge of multiple digital systems used at Oxleas.
• Experience supporting users both via Teams and face to face.

Responsibilities

• Respond to ICT Service desk calls and negotiate call priorities.
• Provide first-time resolution of Digital system issues.
• Deliver ad hoc training to users as necessary.

Skills

Planning and organisation skills

Education

Good knowledge of multiple digital systems used at Oxleas

Job description

Digital Systems Operations Support Officer

The post holder will respond and resolved operational queries logged on the helpdesk to support end users with current digital systems, such as RiO, eMeds and Oxcare.

The post holder will need to attend sites to support teams relating to queries logged and to ensure teams are using existing digital systems appropriately.

The post holder will ensure services are using digital systems appropriately and support staff with training and using digital systems correctly.

Main duties of the job

• The post-holder is responsible for providing support to all Trust and other supported users and will therefore be required to have in depth knowledge of multiple digital systems used by trust staff.
• The post holder is responsible for providing first time fix solutions to trustwide Digital systems recorded via the IT Service Desk.
• The post holder is responsible for liaising with other teams and departments to ensure issues are resolved.
• The post holder may be required to provide support onsite support within offices, ward, prisons and other clinical areas as advised by the Digital Operational Team Managers.
• The post holder will be expected to be supporting our services across our multiple working in a fully agile way, but will be based at PWH when this is not the case.
• The post holder will be expected to be in the office a minimum of 2 days a week as part of agile working.

About us

Oxleas NHS Foundation Trust, we offer a wide range of NHS healthcare services to people living in South-East London and to people in prison across England. Our wide array of services includes community health care, such as district nursing and speech and language therapy, care for people with learning disabilities and mental health such as psychiatry, nursing, and therapies.

Oxleas is a great place to work. It has been recognised as one of the Top 10 Best Places to Work 2023 and 2025 by the Sunday Times amongst very big employers. Our staff survey results show that we are in the Top 5 in England and the highest in London for staff experience amongst similar trusts.

"We are always delighted to welcome new colleagues to the Oxleas family. We care about making Oxleas a great place to work - it's a big priority in our strategy. Come and join us - it's a place where our values, teamwork,equity,and wellbeing matter and where you can really help to improve people's lives."

We have distinctive values at Oxleas -

We're Kind

We Listen

We Care

Our values are very important to us. They help Oxleas to be a great place to work.

Job responsibilities

• Responding to ICT Service desk calls, deciding on relevant method of help and negotiate and agree call priorities escalating to the digital operational managers where necessary
• Responding to selflogged user calls to provide first time resolution of Digital system issues
• Using initiative to solve problems with reference to broad operating procedures
• Explaining problems and solutions to users
• Analysis of presented user problems to identify the potential solutions
• Implement solutions to resolve user clinical system problems
• Planning and scheduling on-site visits with to the end user if required.
• Delivering ad hoc training to users in response to calls logged via the IT service desk as necessary- keeping up to date with current system developments and technologies.
• Maintaining timely, accurate and comprehensive records of diagnosis steps and actions taken to resolve problems and recording those within the IT serviced desk tool
• Managing day to day workload by monitoring incidents logged via the IT service desk tool, prioritising as appropriate. Responding to varied workload pressures
• To carry out any other duties commensurate with the grade in support of the Digital Transformation Team Manager.

Person Specification

Education and Knowledge

• Can demonstrate good knowledge of multiple digital systems used at Oxleas

Skills and Knowledge

• Planning and organisation skills

Experience

• supports users both via Teams and Face to Face

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.