Systems Service Desk Specialist

Job overview

The Systems Service Desk Specialist (Rio) is a senior role within the Clinical Systems Service Desk Team. The post will be responsible for the configuration and maintenance of the Trust's Rio EPR and for supervising junior members of Systems Service Desk Team.

The post acts as a point of escalation for the Clinical Systems Team or the wider Digital Department. The Systems Service Desk Specialist is responsible for ensuring incidents and service requests are managed effectively and in accordance with Service Level Agreements (SLA’s).

The post holder is a subject matter expert for the Rio EPR system and utilises technical expertise to provide first and second line support for the RiO and Emis systems, minimising the service impact of any issues, changes or problems . The role incorporates customer care, vendor relationship management, operations and communications co-ordination.

The post holder will work closely with the Senior Systems Service Desk Specialist, Clinical System Service Team and project teams, ensuring system upgrades or new application implementations are planned or executed safely and effectively. This involves working as part of a team or on an individual basis with application vendors, stakeholders and other technical experts, ensuring tasks are completed within project tolerances.

The post holder will also be responsible for advising clinical services on resolving complex system issues/bugs and monitoring and resolving data quality issues in the RiO system

Main duties of the job

In depth knowledge of the systems supported by the Clinical Systems Team and in particular be a subject matter expert for the Rio

Resolve requests and incidents raised by users and ensure they are handled promptly and effectively and in accordance with SLA’s

Make configuration changes to clinical systems (primarily Rio).

Resolve a range of complex technical issues and explain complex situations in simple terms to staff at all levels

Working with the senior members of the Clinical Systems team to ensure that system upgrades or new applications are tested, planned and documented before implementation

Develop Standard Operating Procedures for routine support and maintain reference documentation relating to the clinical systems

Work with the Senior Systems Desk Specialist to review the quality of systems support and focus on continual service improvement

Liaise with customers and Transformation Team to establish and document their system requirements.

Follow IT change control procedures

Liaise with vendors to ensure system issues are resolved in agreed timescales

Liaise with ELFT services, external parties and and system vendors

Ensure good data quality is maintained on local systems and on the national spine.

Supervise and advise junior members of the Systems Service Desk Team and deputise for the Senior Systems Desk Specialist when necessary.

Run and analyse reports using service desk system to ensure Clinical Systems Service Desk are meeting SLA's

Detailed job description and main responsibilities

For full details of the job description and person specification, please refer to the attached job description and person specification