Clinical Systems Support Officer

Location

Stafford, Staffordshire | United Kingdom

Job description

The Clinical Systems Support Team is part of the MPFT Digital function. Main responsibilities include but are not limited to: To provide support to a range of users, at all levels of the organisation in the use of specified MPFT Digital Systems and project rollouts. Perform information gathering, investigation, diagnosis and resolution for technology related issues. Own the calls following them through reporting to closure ensuring that service level agreements are met, ensuring excellent customer service skills are displayed when dealing with all stakeholders To provide advice, assurance, and support to users in Corporate and clinical systems. Liaison with staff in relation to opened service desk calls, in the cases of both providing and receiving complex support information and also in providing information for the escalation/investigation of logged call enquiries. To have ownership of calls through to resolution ensuring departmental targets are met. Follow escalation channels ensuring that the correct route to resolve the call is followed. If calls are passed to third party resolver groups, the post holder is required to monitor the call with the third party and ensure its correct and timely resolution. To encourage innovation and active participation within other members of the team. To manage customer complaints ensuring they are escalated as appropriate. To keep the user informed of developments throughout the calls lifecycle, the User Support Team is the communication channel between the users and SSHIS provisioned IT support services. Inform users of policies and procedure in use at both local and national levels, support all new initiatives and projects, providing information and assurance to end users. To provide and receive technical information where communications barriers exist, IT users may not have had IT training or experience and the post holder requires an ability to convey complex information in easily understandable plain English. Responsible for day-to-day contact with related suppliers in the logging of support calls and escalating to the User Support Manager as required.

Job tags

Salary

£25.15k - £27.6k per annum