Job Description

Responsible for ensuring that the values outlined in the NHS Constitution are adhered to daily and any matters of concern are raised with the relevant Line Manager or through the necessary processes within the Trust - Responsible for delivering a compassionate, dignified and respectful service to patients at all times.



Ensures that system access is maintained in accordance with company policy

Supports all access management control activities across all infrastructure systems Ensures access to systems is provisioned with the concept of least privilege Evaluates existing access to ensure access levels remain commensurate with job responsibilities Responsible for evaluating access management systems to show continued improvements of provision processes and operations

EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;



Season Ticket Loans



NHS discounts for staff



Excellent Training facilities and opportunities



Buying and Selling annual leave scheme



The opportunity to work bank shifts and expand knowledge and experience in other areas



Day One Flexible Employer



The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment



Join our Staff bank



What is Staff Bank?



Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.



All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.



If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.



Responsible for ensuring that the values outlined in the NHS Constitution are adhered to daily and any matters of concern are raised with the relevant Line Manager or through the necessary processes within the Trust - Responsible for delivering a compassionate, dignified and respectful service to patients at all times.



To provide a professional interface for our customers and users to ensure high quality services and resolution of incidents as quickly as possible.



Entering of all incidents into the Service Desk Service Management Systems, ensuring information is processed in a timely, accurate manor in line with departmental processes.



Provide a 1 st and 2 nd line support service to internal customers (users) via telephone, email and remote sessions. Providing guidance from initial contact through to resolution and closure by handling and responding to enquiries, which may at times be complex for non IM&T Staff.



Support the IAM Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Service Desk.



KEY RESPONSIBILITIES



To record all incidents and service requests in order to provide good data for Incident and Problem Management



To restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request.



Using initiative to resolve incidents and requests, seeking advice as required in line with departmental policies and procedures



To identify, record and report against non-trust items against which internal customers request service



To monitor and track all incidents and requests, assigning the correct priority to incidents and escalation to the relevant area as priorities change.



To offer general guidance and advice to internal customers, which at times may be seen as complex for non IM&T Staff.



To maintain relationships with interfacing business functions and other IT functions



To implement escalation procedures as appropriate



To achieve maximum personal KPI's



To assist the team in achieving the targets set for the department (SLA's)



Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous



Business awareness; display a working understanding of the trust and an appreciation of the business applications



Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, good time manager, good team worker, ability to multi-task

Personal attributes:

punctual, tenacious, persevering, use initiative



Ability to concentrate for extensive periods of time to ensure detail and accuracy of incidents and service requests



Responds professionally (verbally or e-mail) to customer situations of a complex, non-routine nature requiring deviation from standard procedures



Create new user accounts and respond to user transfer and termination events



Assist with management of changes to accounts, user access groups and entitlements and ownerships based on requests



Facilitate access review and recertification process for all resources



Interface with HR team for all new user and user transfer and termination events



Create and/or review data access reports to research service requests or issues



Participate in the development of roadmaps and strategy and executes on that strategy



Perform independent research within business to resolve business issues and process improvements



Work in all phases of systems analysis and consider the business implications of the application of technology to the current business environment



Configure moderately complex application components (analysis, design, development, and implementation of solutions) based on functional requirements



'Can do' attitude and ability to operate in large, multinational company

SKILLS AND QUALITIES:

Highly computer literate with knowledge of MS Office applications, Sharepoint, clinical systems, PC environment



Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous



Business awareness; display a working understanding of the trust and an appreciation of the business applications



Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, good time manager, good team worker, ability to multi-task



Personal attributes; punctual, tenacious, persevering, use initiative



Ability to concentrate for extensive periods of time to ensure detail and accuracy of incidents and service requests



Experience in writing and understanding detailed user and implementation documentation, procedures and training manuals



Proven track record of managing a team



Demonstrated ability in planning, managing and motivating staff through periods of change.

TECHNICAL SKILLS:

Ability to use internal systems in relation to the role



Knowledge of Automatic Call Distributor ACD telephone system



Active Directory management/administration/maintenance



Richmond IT Service Management System knowledge/experience



ITIL awareness