ICT Field Support Analyst - United Kingdom - Suttongpservices

Description

There is an opportunityfor a uniquely specialised Digital Support Technician to join us at Sutton PrimaryCare Networks (CIC) to help transform the way that we support our patients, theway our staff can work effectively and the sustainability of our generalpractice (GP) services through the adoption and optimisation of current and incomingclinical technologies.

The DigitalServices team are working to fully realise the digital transformation ambitionsof our practices and patients, including developing enhanced analyticsplatforms, centralised reporting frameworks, online optimisation to improvepatient access, automated and AI powered workflows and many more.

The primary responsibility of the Digital SupportTechnician (Clinical Systems) is to improve and supportthe clinical systems across the primary care industry in Sutton, London.

Therole requires strong problem-solving skills, an aptitude for digital and IT workflows,and the ability to effectively collaborate with and coordinate across variousstakeholders to ensure the successful implementation and maintenance of digitalsolutions.

Note:

The above jobdescription is a general guideline and may be subject to modifications based onspecific requirements and priorities of the NHS Primary Care Network.

SuttonPrimary Care Networks CIC is the collaborative vehicle for the four Sutton PCNsand the former Sutton GP Federation working together as a single entity.

We area Community Interest Company that aims to reinvest surpluses back into general practiceand primary care for the benefit of our practices and the people who form thecommunities we serve.

Their collectivefootprints covers all the London Borough of Sutton and its residents who areable to access and benefit from the services and improvements offered byPrimary Care Networks.

Secondary Role:
IT ServiceManagement (ITSM)

Implement and manage ITservice management processes, including incident management, risk registers andchange management, in accordance with ITIL best practices.

Serve as the primary pointof contact for all IT-related issues and requests from the 22 GP practices andthe PCN CIC, ensuring high levels of stakeholder satisfaction.

Liaise with IT vendors andservice providers to manage service level agreements (SLAs) and ensure thedelivery of high-quality IT services.

Develop and maintain an ITservice catalogue, clearly outlining the IT services available to the GPpractices and the PCN CIC.

Conduct regular IT servicereviews with key stakeholders, gathering feedback to drive continuousimprovement in IT service delivery.
Support the DigitalTransformation Manager in executing digital transformation projects across theborough.
Assist in theidentification and implementation of innovative digital solutions that enhancepatient care and streamline operational processes.

Engage with stakeholders tounderstand their digital needs and challenges, proposing solutions that alignwith the broader digital strategy and capabilities of the PCN CIC.

Be capable of providing informaltraining sessions for staff across the 22 GP practices on new digital tools andtechnologies, ensuring high levels of adoption and proficiency.

Monitor and report on theprogress of digital transformation initiatives, providing insights andrecommendations for continuous improvement.
Champion best practice indata management and cyber security.

Work closely with theDigital & Information Governance Committee to ensure that all systemscomply with relevant data protection and privacy regulations.

Experience in IT support,preferably in an healthcare setting.
Strong understanding ofclinical systems and digital healthcare solutions.
Knowledge of IT servicemanagement frameworks, such as ITIL.
Ability to train andsupport non-technical users in the adoption of digital tools.

This role is central tosupporting the digital infrastructure of the primary care network, requiring acombination of technical proficiency, stakeholder management skills, and anunderstanding of the healthcare sector.

Equality &diversity
The post-holder will support the equality, diversity and rights of all those around them andto include:

Acting in a way that recognises the importance of peoples rights,interpreting them in a way that is consistent with practiceprocedures and policies and current legislation.

The post-holder will be supported with regular performance management reviews.

The post-holder will be expected to take responsibility for theirown development, learningand performance and demonstrate skills and activities to others who areundertaking similar work.

Quality & governance
The post-holder will strive to maintain quality within the PCNs andwill:
Alert other teammembers to issues of quality and risk.
Assess own performance and takeaccountability for own actions, eitherdirectly or under supervision.
The nature of the organisation demands a flexible approach to provideefficient and modern services to our patients.

Please notethat some flexibility may be exercised in the application of the criteriaoutlined above where a disabled candidate covered by this Act is unable to meetcertain parts of the specification by reason of their disability.

Degree level education or equivalent in IT/Digital related field

Knowledge of IT systems such as EMIS, Apex, NHS App and AccuRx.
In-depth understanding of wider systems IT infrastructure. Including MS Office 365.
Advanced Microsoft Excel
Vision to support the improvement of patient services by providing high-quality IT insight and delivery.
Committed to continuous improvement of IT and clinical systems to improve efficiency and patient care.
Able to quantify and balance competing project requirements.