Pathology IT Technician Job at Gateshead Full Time NEW

We are seeking to appoint an enthusiastic individual who wants to be involved in the laboratory refresh across the three South of Tyne laboratory sites.

The post holder will support Pathology and the Pathology IT Team on a day to day basis to assist with the rollout and testing of the new pathology equipment across the South of Tyne laboratories.

Able to use initiative and work to tight deadlines.

The post holder w ill act as the first point of contact for Pathology users and will support testing of new equipment, issue resolution and escalation to technical teams or suppliers when required.

A flexible approach to working arrangements is essential to meet service needs, which may include working evenings, early mornings and weekend.

Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.

Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.

We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.

Our values should be the ‘golden thread’ which runs through everything we do – they are the core of who we are. Our five values can easily be remembered by the simple acronym ICORE; Innovation, Care, Openness, Respect, Engagement.

We have a number of staff networks including the BAME network, D-Ability network, LGBTQ+ Network and the Women’s Network, to challenge us and help us to constantly improve. Our armed forces network is one of our emerging networks.

The health and wellbeing of our staff is one of our highest priorities, and we offer a range of support and initiatives as part of our ‘Balance’ programme balancegateshead.com to cater for our diverse workforce, so that your individual needs can be supported, allowing you a happy and healthy working experience with us.

Prime Responsibilities

• Communications & Relationship skills

Manning of the Pathology IM&T Service Desk, acting as the first point of contact

Ensuring that all calls are answered within the Trust “First Class Hospitals” standard of under 18 seconds

Provide first level end user support to Trust and supported third party organisations where possible and appropriate, otherwise forwarding calls to the most appropriate person or organisation for second/third level support, including use of remote support tools as appropriate

Ability to actively listen to users of the services and extract relevant information to determine their requirements or the root cause of any issues.

Ability to show empathy for service users experiencing issues and demonstrate an understanding of the business impact caused.

Ability to communicate clearly and concisely with a wide range of end users and support staff from multiple backgrounds and organisations, including “difficult” users, on potentially complex or sensitive information

Provide a customer focused approach to ensure we deliver a responsive and effective service to users.

Work with other support staff in the local Gateshead health community in the implementation of Service Desk facilities to support healthcare delivery.

Liaison with support representatives of other organisations to ensure that problems are directed to the most appropriate support staff for resolution

Work collaboratively with all members of the digital teams to deliver a seamless, efficient and effective service.

Provision of support for the laboratory information system and all associated applications

Ability to communicate through written, electronic and verbal media at a wide range of levels, including the ability to present highly technical and/or complex concepts in readily understandable language

Working with Trust IT department to ensure that orders are processed appropriately, and with support staff to manage installation workloads

• Knowledge, Training & Experience

Educated to NVQ Level III or with equivalent experience, preferably educated to degree level or equivalent in depth experience in an IT related subject, relevant technical certifications or qualifications

Substantial experience of end user first level support experience

Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT

Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems

Technical knowledge of IT hardware, operating systems and end-user productivity tools

• Maintain up to date knowledge of technical hardware and software used within Pathology and supported third party organisations, including but not limited to Meditech LIMS, ICE Desktop, analyser data managers

Familiarity with on-line technical and support resources

Experience in using and maintaining databases

Willingness to enhance own skill set in relation to developments in desktop technology and software environments

Demonstrated recent development of knowledge and skills in support of the Service Desk role

Knowledge of national coding structure including but not limited to Read Codes, SNOMED, SNOMED-CT and the Universal Test Library (UTL)

Possess, or working towards ITIL Green Badge certification

Possess, or working towards Service Desk Institute Service Desk Analyst qualifications

Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities

Flexible, dedicated and with the appropriate combination of practical and theoretical approaches

Knowledge of and exposure to National developments of NHS digital projects and programmes

Relevant NHS experience is desirable

• Analytical & Judgemental Skills
• Able to identify and understand key facts and issues from caller telephone conversations, and triage this in relation to following the lost appropriate resolution course
• Demonstrated analytical skills and technical skills
• Planning & Organisational Skills

Manage the enrolment and maintenance of system user accounts, ensuring that starters, leavers and movers are correctly processed

Management of the Service Desk call log in association with the second level support teams to ensure that all calls are accurately logged, and that users are appraised of call status where appropriate

Management of hardware and software fault call logs for tracking third party support calls

Tracking and management of all quotes, requisitions and invoices for IT related hardware and software, liaising with the Pathology IM&T Manager to ensure that appropriate technical and other standards are enforced

• Responsibility for Policy & Service Development

Responsible for following and implementing policies relating to working within the IT function

Management of documentation, procedures and, in association with the Pathology IM&T Manager, policies relating to the operation of the pathology systems applicable to Trust and supported third party organisations

Assist with development and assessment of new operational policies and guidelines within the IT function

Responsible for proposing changed or updated policies relating to working within the IT function

Work with the Pathology IM&T Manager on the implementation of pathology related solutions for the Trust

• Responsibility for Financial & Physical Resources

Responsible for the safe and secure receipt, handling and storage of expensive equipment

Responsible for purchase of IT related assets

Tracking and management of all orders, requisitions and invoices for IT related hardware and software, liaising with the Pathology IM&T Manager to ensure that appropriate technical and other standards are enforced

• Responsibility for Information Resources

Management and development of the Pathology IT hardware and software asset log on QPulse to ensure that all relevant Trust and supported third party organisation assets are accurately recorded and tracked

Use the Laboratory Information System according to the authorised procedures and policies

Enter and retrieve Patient data using the Laboratory Information System

Comply with local and national policies for the safe, secure and confidential processing, and storage of patient and other laboratory data

Daily management of the electronic results messaging solutions to ensure results are distributed to primary care requestors in a timely manner and any identified issues are resolved without significant delay

Production of performance statistics to assist the Pathology IT in management and improvement of the support function, including the production of the necessary reports for managing third party service level agreements

• Responsibility for Research & Development

Collate information and produce reports from various information systems using appropriate reporting tools, both on a regular and ad hoc basis

Regularly undertake equipment testing

Regularly undertake end user satisfaction surveys

Regularly undertake audits of asset log accuracy and completeness

Regularly undertake quality audits