Digital Optimisation Support (RA)

Duties and Responsibilities Key Responsibilities To provide clinical system and business application support to N3i customers. Providing first-line support and resolving issues related to RA/Smartcard services, often working closely with RA Managers. Creating, amending and revoking user access accounts for Smartcards via Care Identity Management and other associated NHS Smartcard management systems. Provide a wide range of remote and face-to-face IT support to customers, identifying, troubleshooting, and fixing any issues and problems. To work within agreed quality and service level standards for all supported organisations.Communication Can communicate technical matters which may be complicated to staff, customers and other audiences in an understandable manner. The post holder must be polite, courteous and have an excellent phone manner, showing excellent customer service skills. They will have the ability to maintain a professional, approachable, helpful, and friendly attitude at all times. To feedback potential training requirements and needs to the N3i DOTS team. Possess the ability to develop and maintain relationships with staff in other parts of the organisation and other associated organisations. Provide input to meetings and workshops, sharing knowledge, working together and providing training where necessary to ensure the best service possible is provided. Report any security breaches or incidents in accordance with the organisations incident reporting policies. Act as an ambassador for the IT Service by developing and maintaining excellent working relationships with colleagues and customers to deliver a high quality, standardised IT culture to achieve local requirements and national targets. To deal with any incoming mail (including electronic mail) opening, prioritising, responding, circulating appropriately with the remit of own authority. Process messages and deal with enquiries via the telephone, face to face or electronically as appropriate and take the necessary action.Analytical Tasks Ensuring the correct identification of individuals applying for access to NHS systems by validating their identity documents Assigning appropriate access rights to users based on their roles and responsibilities within the NHS. To exercise particular care over any enhanced level of security access levels that the post holder may have to IT infrastructure or systems, not disclosing the authentication and security information to any other party (internal or external). Be familiar with the organisations Business Continuity Plan (BCP) and personal responsibilities within where applicable.Planning and Organisational Skills The post holder will be required to manage their daily tasks including where necessary arranging appointments and organising visits to sites and practices. Keeping accurate records of all RA activities and ensuring compliance with national and local policies. Ensure all data recorded (electronic or manual) in the completion of your duties is accurate, complete, and recorded in a timely manner to meet the requirements of the business. Ensure daily administration tasks are undertaken in a timely and appropriate manner to maintain service levels and allow for accurate reporting of incidents. To establish and maintain accurate and up-to-date documentation ensuring records are available as and when required.Physical Skills Keyboard skills and experience of using a range of software are required with a high level of accuracy for maintaining/ coordinating key administrative functions Travel to meetings as and when required to undertake the role.Policy and Service Development Implementation Required to follow organisational policies and implement policies in relation to IT systems. Support with the development of clear documentation for use by other members of staff including customers. Ensure all documentation relating to IT services are complete and fit for purpose and all releases relating to hardware and software are version controlled.Responsibilities for Research and Audit To be responsible for performing audit functions on RA systems as required, reporting any anomalies. To be responsible for the analysis of data in the RA system and on the reports from it. Responsible for analysis of any issues with smartcard access and to make judgements on any issues and work to develop resolutions and recommendations to senior managers.Responsibilities for Resources To be responsible for maintaining appropriate levels of equipment and stock to carry out RA functionResponsibilities for Education and Training Responsibilities The post holder will be required to provide awareness and training to staff, where necessary, in the use of the system tools made available to them e.g., Registration Authority / Smartcards.Freedom to Act Use initiative to manage own day to day workload, referring to line manager where there is conflict. Adheres to policy and guidance as and when required to fulfil duties.Knowledge, Training and Experience Undertake training and development to enhance existing skills, as and when required by line manager.

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