IT Application Support Officer

Job responsibilities

The IT Application Support Officer will be an integral part of N3i, providing clinical application support to customers across Primary Care (GP Practices) within the Humber locality.

The role will primarily provide General Practice and Primary Care teams with effective ongoing support of their clinical applications and their future development, by acting as a specialist in the use of Primary Care Clinical IT Applications (SystmOne and EMIS) and other applications, such as the Summary Care Record / eRS / EPS / GP2GP and Office 365.

Where clinical safety is potentially impacted by IT system issues, the post holder will be required to act as a lead and manage the issue by liaising with the Clinical Safety team, system suppliers, customers, and internal 2nd line teams, through to resolution.

The role will also involve 1st line application support and helping to manage an incoming call queue.

The post holder will have a friendly, customer focussed attitude, putting the customer first at all times. The post holder will contribute to a well-run and efficient IT team and act as a deputy when required for the Service Desk Team Leader.

For the Full Job Description, please see the supporting documents

Qualifications

Desirable

• - Educated to NVQ Level 3 in an IT based subject or equivalent qualifications, training and experience
• - Evidence of continued professional development

Knowledge

Essential

• - Advanced IT skills
• - An excellent understanding of Primary Care IT Systems and a wide range of software applications
• - To have a professional, customer focussed approach
• - Proven customer service skills
• - Proven communication and interpersonal skills
• - Proven organisational skills
• - Ability to analyse complex issues
• - Ability to work effectively and calmly to tight deadlines
• - Ability to work under own initiative, prioritise and manage own work load

Desirable

• - Ability to offer a basic level of 1:1 training
• - Knowledge of NHS systems and software

Experience

Essential

• - At least 2 years exposure to computing environments
• - Support the set-up and implementation of internal processes and procedures
• - Making informed decisions in the absence of required information, working to tight and often changing timescales, using judgement or processes for decision making
• - Has an understanding of the IT function in healthcare and how information technology can deliver benefits to patients and clinicians

Desirable

• - Minimum 2 years experience within a GP Practice or IT support environment
• - Experience of Primary Care or other NHS services
• Experience of supporting the implementation of primary care IT solutions
• - Working knowledge of SystmOne and/or EMIS Web to provide application support
• - Experience of providing second line support for GP clinical systems & working with GP system suppliers to facilitate incident and request resolution
• - Providing clinical system optimisation guidance and advice for GP Practices

Personal

Essential

• - Ability to work under own initiative and prioritise own work load
• - Commitment to continuing professional development
• - Effective communication and interpersonal skills
• - Effective organisational skills
• - Effective customer service skills
• - Ability to successfully explain complex information to all audiences