Job summary
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're Fair
We Listen
We Care
Our values are very important to us. They help Oxleas to be a great place to work.
Job description
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.
Job description
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
Essential
- Can demonstrate good knowledge of multiple digital systems used at Oxleas
Skills and Knowledge
Essential
- Can demonstrate strong communications skills
- Planning and organisation skills
- Can work automonously
Experience
Essential
- supports users both via Teams and Face to Face
Person Specification
Education and Knowledge
Essential
- Can demonstrate good knowledge of multiple digital systems used at Oxleas
Skills and Knowledge
Essential
- Can demonstrate strong communications skills
- Planning and organisation skills
- Can work automonously
Experience
Essential
- 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.
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).
