Job summary
The EPR help desk is the first point of contact for all users of the Trust's EPR system (Epic), providing support for approximately 6,500 users across the Trust and those working remotely.
We are recruiting new members to our team for 18 months to release our trainers so that they can support an extensive 18 month project across the Trust. Our helpdesk support is the first point of contact for users and will help with workflow issues by explaining how to complete a task, problem solve where there appear to be configuration or technical issues and escalate to the analyst team, ICT or others as appropriate.
To deliver this service a broad understanding of how Epic functions, and the support required to users within a healthcare environment is needed. Full training of helpdesk duties will be provided but applicants will ideally need a good understanding of Epic from a user perspective in any role. You will be expected to learn the workflows of all users, but knowledge from your own experience is a good foundation.
The post holder will require advanced keyboard skills and should expect to spend long periods of time in front of a VDU. They will be required to concentrate for long periods of time.
Main duties of the job
o Act as a single point of contact for phone calls, emails and self-service IT portal tickets regarding Epic issues and training queries from the Trust user base. This will include support of both clinical and administrative workflows.o Respond to incoming calls using RingCentral comms software and monitor calls waiting, call waiting times and calls abandoned during each shift. o Log all incoming calls using the IT service portal (Hornbill/Ivanti systems) to record quick closures or to escalate for Epic analyst support.o Monitor, respond and action emails sent to EPR training.o Monitor, respond and action self service IT portal tickets received for EPR training support.
About us
GOSH is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination.
We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed.
We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members.
We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion.
We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women's staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust's mission, values and efforts specific to inclusion. All of our staff networks are open to any employee.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents please view the attachment/s below.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents please view the attachment/s below.
Person Specification
GOSH Culture and Values
Essential
- Our Always values
- Knowledge and understanding of diverse backgrounds and perspectives.
- Understanding of Diversity and Inclusion challenges in the workplace.
- Demonstrable contribution to advancing Equality, Diversity and Inclusion in the Workplace
Academic/Professional qualification/Training
Essential
Desirable
- Customer Services Training or equivalent experience
Experience/Knowledge
Essential
- Working in a healthcare / hospital environment in any role
- Working knowledge of an EPR/Epic
- Understanding of the importance of data confidentiality, data protection and security.
Desirable
- Experience in the delivery of customer service
- Experience of team working in an ICT Service Desk and Support environment
- Proven competency with using and supporting an EPR/Epic
- Working knowledge of ITIL Incident & Request Management
Skills/Abilities
Essential
- You must be organised and enthusiastic and an active listener
- Attentive to details and able to accurately and appropriately record data
- Confident & professional telephone manner
- Excellent customer focussed attitude and care skills
- The ability to communicate technical issues effectively & concisely to non-technical staff
- The ability to maintain a professional approach and demonstrate excellent interpersonal skills at all times (organisational and communication)
- Have an understanding of typical service desk scenarios that can be reported through to the service desk
- Have the ability to organise and prioritise work effectively and work well under pressure
- Have advanced keyboard skills and able to concentrate under pressure
Desirable
- Understanding ITIL principles
Person Specification
GOSH Culture and Values
Essential
- Our Always values
- Knowledge and understanding of diverse backgrounds and perspectives.
- Understanding of Diversity and Inclusion challenges in the workplace.
- Demonstrable contribution to advancing Equality, Diversity and Inclusion in the Workplace
Academic/Professional qualification/Training
Essential
Desirable
- Customer Services Training or equivalent experience
Experience/Knowledge
Essential
- Working in a healthcare / hospital environment in any role
- Working knowledge of an EPR/Epic
- Understanding of the importance of data confidentiality, data protection and security.
Desirable
- Experience in the delivery of customer service
- Experience of team working in an ICT Service Desk and Support environment
- Proven competency with using and supporting an EPR/Epic
- Working knowledge of ITIL Incident & Request Management
Skills/Abilities
Essential
- You must be organised and enthusiastic and an active listener
- Attentive to details and able to accurately and appropriately record data
- Confident & professional telephone manner
- Excellent customer focussed attitude and care skills
- The ability to communicate technical issues effectively & concisely to non-technical staff
- The ability to maintain a professional approach and demonstrate excellent interpersonal skills at all times (organisational and communication)
- Have an understanding of typical service desk scenarios that can be reported through to the service desk
- Have the ability to organise and prioritise work effectively and work well under pressure
- Have advanced keyboard skills and able to concentrate under pressure
Desirable
- Understanding ITIL principles
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Great Ormond Street Hospital for Children NHS Foundation Trust
Address
Great Ormond Street Hospital
Great Ormond Street
London
WC1N 3JH
Employer's website
https://www.gosh.nhs.uk/ (Opens in a new tab)
