Job Description

As Support Analyst you will be a part of the PARIS team, delivering the day-to-day support of the PARIS system (the electronic care record for Community Health, Adult Social Care and Torbay 0-19 Services) ensuring business continuity and data quality, as well as providing administrative and user support serving as a main point of contact for user queries via the service desk and other contact methods.



You will be working as part of an expansive service driven organisation, maintaining services, and assisting users to support both frontline and back-office staff in delivering patient care within the NHS.



You will be collaborating as part of a diverse and multi-skilled team, working together towards common goals and objectives.



Monitoring of systems and services, performing routine checks and maintenance to ensure business continuity, and escalating issues to other team members as and when required.

To providing administrative and user support for the PARIS team, serving as a main point of contact for user queries via the service desk and other contact methods.

Providing first line fixes for support incidents based on standard operating procedures, and triage of more complex issues.

Provide administrative support to the wider team to ensure timely resolution of incidents.

Managing system access to support clinical workflow, and to maintain system security.

Identification of QI opportunities and maintenance of Standard Operating Procedures (SOPS's)



Why Work With Us



You will be working as part of an expansive service driven organisation, maintaining services, and assisting users to support both frontline and back-office staff in delivering patient care within the NHS.



Working closely with members of the PARIS team, utilising clear communication channels and discussion environments to produce our deliverables. Communicating with end users of systems managed within the PARIS team, assessing the issue and their needs to then action accordingly. Escalating to colleagues as and when required e.g. complex support requirements. Liaising with colleagues to ensure workflows are completed, cross covering where required i.e. absence resulting from annual leave, sickness etc. Participate in Team, Directorate and Departmental meetings with staff from various groups/areas. Monitoring the team Service Desk and shared mailboxes to ensure business continuity and provide support to users. Triaging support calls, allocating 2 nd line fixes and tracking to completion Ensuring integrity of system user databases, keeping up to date with the registering of new users and removal of leavers. Helping to maintain current and potential future systems and projects within the PARIS Team, performing daily tasks to ensure data quality, stability, and business continuity. Assisting with ad-hoc tasks or new processes that may be introduced as a result of change and development of the department.

Able to work with the end user to identify and articulate the issue. Follow instructions/standard operating procedures to resolve simple issues.