Job Description

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.



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.



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.



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 self--logged 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.