Job summary
The post holder will be an integral part of N3i, providing clinical and business application support to N3i customers. The post holder will specialise in the management of Registration Authority (smartcard) accounts, including the issuing and configuration of new smartcards.
The post holder will also provide support to the RA Manager in the development of the service and will provide general support to the Digital Optimisation Training and Support (DOTS) team. The role will also involve 1st line application support and helping to manage an incoming call queue.
Main duties of the job
Key Responsibilities
- To provide clinical system and business application support to N3i customers.
- Providing first-line support and resolving issues related to RA/Smartcard services, often working closely with RA Managers.
- Creating, amending and revoking user access accounts for Smartcards via Care Identity Management and other associated NHS Smartcard management systems.
- Provide a wide range of remote and face-to-face IT support to customers, identifying, troubleshooting, and fixing any issues and problems.
- To work within agreed quality and service level standards for all supported organisations.
About us
N3i offers a combination of technical expertise and strong customer service skills to deliver an industry leading IT support service to our customers across the region. The IT support service is provided from our state-of-the-art facilities at Unit 9, Bridgehead Business Park, Hessle.
You will be working within a friendly multi-disciplinary team within a fast moving and dynamic environment that will see you working with staff across the organisation and with a range of external partners. This is a great opportunity to help shape the future for N3i
Job description
Job responsibilities
Duties and Responsibilities
Key Responsibilities
- To provide clinical system and business application support to N3i customers.
- Providing first-line support and resolving issues related to RA/Smartcard services, often working closely with RA Managers.
- Creating, amending and revoking user access accounts for Smartcards via Care Identity Management and other associated NHS Smartcard management systems.
- Provide a wide range of remote and face-to-face IT support to customers, identifying, troubleshooting, and fixing any issues and problems.
- To work within agreed quality and service level standards for all supported organisations.
Communication- Can communicate technical matters which may be complicated to staff, customers and other audiences in an understandable manner.
- The post holder must be polite, courteous and have an excellent phone manner, showing excellent customer service skills. They will have the ability to maintain a professional, approachable, helpful, and friendly attitude at all times.
- To feedback potential training requirements and needs to the N3i DOTS team.
- Possess the ability to develop and maintain relationships with staff in other parts of the organisation and other associated organisations.
- Provide input to meetings and workshops, sharing knowledge, working together and providing training where necessary to ensure the best service possible is provided.
- Report any security breaches or incidents in accordance with the organisations incident reporting policies.
- Act as an ambassador for the IT Service by developing and maintaining excellent working relationships with colleagues and customers to deliver a high quality, standardised IT culture to achieve local requirements and national targets.
- To deal with any incoming mail (including electronic mail) opening, prioritising, responding, circulating appropriately with the remit of own authority.
- Process messages and deal with enquiries via the telephone, face to face or electronically as appropriate and take the necessary action.
Analytical Tasks- Ensuring the correct identification of individuals applying for access to NHS systems by validating their identity documents
- Assigning appropriate access rights to users based on their roles and responsibilities within the NHS.
- To exercise particular care over any enhanced level of security access levels that the post holder may have to IT infrastructure or systems, not disclosing the authentication and security information to any other party (internal or external).
- Be familiar with the organisations Business Continuity Plan (BCP) and personal responsibilities within where applicable.
Planning and Organisational Skills- The post holder will be required to manage their daily tasks including where necessary arranging appointments and organising visits to sites and practices.
- Keeping accurate records of all RA activities and ensuring compliance with national and local policies.
- Ensure all data recorded (electronic or manual) in the completion of your duties is accurate, complete, and recorded in a timely manner to meet the requirements of the business.
- Ensure daily administration tasks are undertaken in a timely and appropriate manner to maintain service levels and allow for accurate reporting of incidents.
- To establish and maintain accurate and up-to-date documentation ensuring records are available as and when required.
Physical Skills- Keyboard skills and experience of using a range of software are required with a high level of accuracy for maintaining/ coordinating key administrative functions
- Travel to meetings as and when required to undertake the role.
Policy and Service Development Implementation- Required to follow organisational policies and implement policies in relation to IT systems.
- Support with the development of clear documentation for use by other members of staff including customers.
- Ensure all documentation relating to IT services are complete and fit for purpose and all releases relating to hardware and software are version controlled.
Responsibilities for Research and Audit- To be responsible for performing audit functions on RA systems as required, reporting any anomalies.
- To be responsible for the analysis of data in the RA system and on the reports from it.
- Responsible for analysis of any issues with smartcard access and to make judgements on any issues and work to develop resolutions and recommendations to senior managers.
Responsibilities for Resources- To be responsible for maintaining appropriate levels of equipment and stock to carry out RA function
Responsibilities for Education and Training Responsibilities- The post holder will be required to provide awareness and training to staff, where necessary, in the use of the system tools made available to them e.g., Registration Authority / Smartcards.
Freedom to Act- Use initiative to manage own day to day workload, referring to line manager where there is conflict.
- Adheres to policy and guidance as and when required to fulfil duties.
Knowledge, Training and Experience- Undertake training and development to enhance existing skills, as and when required by line manager.
Job description
Job responsibilities
Duties and Responsibilities
Key Responsibilities
- To provide clinical system and business application support to N3i customers.
- Providing first-line support and resolving issues related to RA/Smartcard services, often working closely with RA Managers.
- Creating, amending and revoking user access accounts for Smartcards via Care Identity Management and other associated NHS Smartcard management systems.
- Provide a wide range of remote and face-to-face IT support to customers, identifying, troubleshooting, and fixing any issues and problems.
- To work within agreed quality and service level standards for all supported organisations.
Communication- Can communicate technical matters which may be complicated to staff, customers and other audiences in an understandable manner.
- The post holder must be polite, courteous and have an excellent phone manner, showing excellent customer service skills. They will have the ability to maintain a professional, approachable, helpful, and friendly attitude at all times.
- To feedback potential training requirements and needs to the N3i DOTS team.
- Possess the ability to develop and maintain relationships with staff in other parts of the organisation and other associated organisations.
- Provide input to meetings and workshops, sharing knowledge, working together and providing training where necessary to ensure the best service possible is provided.
- Report any security breaches or incidents in accordance with the organisations incident reporting policies.
- Act as an ambassador for the IT Service by developing and maintaining excellent working relationships with colleagues and customers to deliver a high quality, standardised IT culture to achieve local requirements and national targets.
- To deal with any incoming mail (including electronic mail) opening, prioritising, responding, circulating appropriately with the remit of own authority.
- Process messages and deal with enquiries via the telephone, face to face or electronically as appropriate and take the necessary action.
Analytical Tasks- Ensuring the correct identification of individuals applying for access to NHS systems by validating their identity documents
- Assigning appropriate access rights to users based on their roles and responsibilities within the NHS.
- To exercise particular care over any enhanced level of security access levels that the post holder may have to IT infrastructure or systems, not disclosing the authentication and security information to any other party (internal or external).
- Be familiar with the organisations Business Continuity Plan (BCP) and personal responsibilities within where applicable.
Planning and Organisational Skills- The post holder will be required to manage their daily tasks including where necessary arranging appointments and organising visits to sites and practices.
- Keeping accurate records of all RA activities and ensuring compliance with national and local policies.
- Ensure all data recorded (electronic or manual) in the completion of your duties is accurate, complete, and recorded in a timely manner to meet the requirements of the business.
- Ensure daily administration tasks are undertaken in a timely and appropriate manner to maintain service levels and allow for accurate reporting of incidents.
- To establish and maintain accurate and up-to-date documentation ensuring records are available as and when required.
Physical Skills- Keyboard skills and experience of using a range of software are required with a high level of accuracy for maintaining/ coordinating key administrative functions
- Travel to meetings as and when required to undertake the role.
Policy and Service Development Implementation- Required to follow organisational policies and implement policies in relation to IT systems.
- Support with the development of clear documentation for use by other members of staff including customers.
- Ensure all documentation relating to IT services are complete and fit for purpose and all releases relating to hardware and software are version controlled.
Responsibilities for Research and Audit- To be responsible for performing audit functions on RA systems as required, reporting any anomalies.
- To be responsible for the analysis of data in the RA system and on the reports from it.
- Responsible for analysis of any issues with smartcard access and to make judgements on any issues and work to develop resolutions and recommendations to senior managers.
Responsibilities for Resources- To be responsible for maintaining appropriate levels of equipment and stock to carry out RA function
Responsibilities for Education and Training Responsibilities- The post holder will be required to provide awareness and training to staff, where necessary, in the use of the system tools made available to them e.g., Registration Authority / Smartcards.
Freedom to Act- Use initiative to manage own day to day workload, referring to line manager where there is conflict.
- Adheres to policy and guidance as and when required to fulfil duties.
Knowledge, Training and Experience- Undertake training and development to enhance existing skills, as and when required by line manager.
Person Specification
Experience
Essential
- At least 2 years exposure to computing environments
Desirable
- Has an understanding of the IT function in healthcare and how information technology can deliver benefits to patients and clinicians
- Working knowledge of SystmOne and/or EMIS Web to provide application support
- Experience with Smartcard management systems and support
Personal Attributes
Essential
- Ability to work under own initiative and prioritise own work load
- Effective communication and interpersonal skills
- Effective organisational skills
- Effective customer service skills
- Ability to successfully explain complex information to all audiences
- Accuracy and attention to detail
- Works well with others, is positive and helpful, listens, involves, respects and learns from the contribution of others
Qualifications
Essential
- Educated to NVQ Level 3 in an IT based subject or equivalent qualifications, training and experience
Knowledge
Essential
- To have a professional, customer focussed approach
- Proven customer service skills
- Proven communication and interpersonal skills
- Proven organisational skills
- Ability to work effectively and calmly to tight deadlines
Desirable
- Advanced IT skills
- An understanding of Primary Care IT Systems and a wide range of software applications
- Ability to analyse complex issues
- Ability to offer a basic level of 1:1 training
Personal Circumstances
Essential
- A willingness to work flexibly to meet the needs of the service
- Full driving license with daily access to a vehicle which is insured for use in conjunction with the policy holders business
Person Specification
Experience
Essential
- At least 2 years exposure to computing environments
Desirable
- Has an understanding of the IT function in healthcare and how information technology can deliver benefits to patients and clinicians
- Working knowledge of SystmOne and/or EMIS Web to provide application support
- Experience with Smartcard management systems and support
Personal Attributes
Essential
- Ability to work under own initiative and prioritise own work load
- Effective communication and interpersonal skills
- Effective organisational skills
- Effective customer service skills
- Ability to successfully explain complex information to all audiences
- Accuracy and attention to detail
- Works well with others, is positive and helpful, listens, involves, respects and learns from the contribution of others
Qualifications
Essential
- Educated to NVQ Level 3 in an IT based subject or equivalent qualifications, training and experience
Knowledge
Essential
- To have a professional, customer focussed approach
- Proven customer service skills
- Proven communication and interpersonal skills
- Proven organisational skills
- Ability to work effectively and calmly to tight deadlines
Desirable
- Advanced IT skills
- An understanding of Primary Care IT Systems and a wide range of software applications
- Ability to analyse complex issues
- Ability to offer a basic level of 1:1 training
Personal Circumstances
Essential
- A willingness to work flexibly to meet the needs of the service
- Full driving license with daily access to a vehicle which is insured for use in conjunction with the policy holders business
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.
