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University College London Hospitals NHS Foundation Trust

About
Contact
- Address
- Trust Headquarters
- 250 Euston Road
- London
- NW1 2PG
- Contact Number
- 0845 1555 000
Find out more
open_in_new JobsMyCare 1st line support analyst
Closed for applications on: 31-Oct-2023 00:01
Vacancy status: Closed
Closed for applications on: 31-Oct-2023 00:01
Key details
Location
- Site
- UCLH
- Address
- 235 Euston Road
- Town
- London
- Postcode
- NW1 2BU
- Major / Minor Region
- London
Contract type & working pattern
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
Salary
- Salary
- £30,279 - £33,116 Per annum inclusive of HCAS
- Salary period
- Yearly
- Grade
- (NHS AfC: Band 4)
Specialty
- Main area
- Information and Communication Technology
The use of AI is monitored and if applicants have used it, then they are required to declare this in their supporting statement.
Job overview
An exciting opportunity has arisen for a MyCare Support Analyst role in the Digital Healthcare Technology Division at UCLH. The post is full time, 37.5 hours per week, Monday-Friday. The role will be remote working and expected to go onsite when required. The postholder requires a positive patient experience, good communication skills and excellent customer service.
Advert
Main Duties and Responsibilities
- Day to day operation of My Care helpdesk providing assistance to patients and via both telephone and email and remote support as required.
- Responsible for providing initial 1st line diagnosis of technical problems and resolve where possible.
- Identifies trends from incidents being reported and escalates any potential problems to senior members of staff
- Liaise with suppliers in accordance with service contacts and Service level agreements as to minimise disruption to customer systems and clinical applications.
- Ensure that calls are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary.
- Ability to identify and raise a risk where there is a possible breach of Information Governance responsibilities and be clear about the post holder’s accountability for resources, staff etc.
- Represent the Trust, both externally and internally, formally and informally.
- Ensuring all feedback is shared with management team for continual service improvement.
- Ensuring that call details, priority timescales and responsible support team are accurately communicated back to the Patient.
- Assist in the maintenance of up-to-date and comprehensive procedure notes and knowledgebase for all functions associated with the Service Desk and IT support.
- Work closely with Technical Team leads to ensure SLA targets are met.
- Must complete and keep up to date the information governance (IG) training.
Working for our organisation
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
- University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
- National Hospital for Neurology and Neurosurgery
- Royal National ENT and Eastman Dental Hospitals
- University College Hospital Grafton Way Building
- Royal London Hospital for Integrated Medicine
- University College Hospital Macmillan Cancer Centre
- The Hospital for Tropical Diseases
- University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
At UCLH, we have a real ‘One Team’ ethos, and our values – safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
Detailed job description and main responsibilities
The MyCare Support Analyst role will provide an efficient and effective 1st line support to patients to securely access their medical records online. It enables you to securely use the Internet to help manage and receive information about your health. With MyCare UCLH, you can use the Internet to:
- View details of past and upcoming appointments.
- View diagnoses.
- View a health summary from your electronic health record.
- View test results.
- Request prescription renewals.
- Access trusted health information resources.
- Communicate electronically and securely with your medical care team
You will work closely in conjunction with the Service Desk Manager to deliver an integrated IT support service within the agreed Service Level Agreements. You will be responsible for the reporting of IT related issues presented via the IT Service Desk and for ensuring the service desk software is fully updated with activities logged and escalated wherever possible.
You will also be required to work independently, but also must have the ability to decide when to involve management.
Key Working Relationships
- Internal support Teams (EHRS), Patient experience teams.
- External Suppliers
At UCLH, we have a real ‘One Team’ ethos, and our values – safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
At UCLH we take equality of opportunity seriously and are committed to being a diverse and inclusive employer, with a culture that creates a real sense of belonging and trust. It is our fundamental aim, to recruit, retain and promote a diverse mix of people who are representative of our local communities. Applications are encouraged from candidates of all backgrounds, cultures, and perspectives to support our world class research, innovation and creativity.
UCLH recognises the benefits of flexible working for staff and has a dedicated policy which allows staff to apply for flexible working right from the beginning of employment. For more information please go to: https://www.uclh.nhs.uk/work-with-us/why-choose-uclh/flexible-working.
We offer our permanent staff an interest free season ticket loan for travel, all our staff have access to free independent and confidential support, large retail discounts, a staff discount platform, cycle to work scheme and on-site accommodation to name a few.
Additionally, UCLH Arts and Heritage’s staff wellbeing programme, Creative Comfort, offers a variety of ways to engage with the arts as a member of UCLH staff. You can try out the weekly choir, weekly art club and join the Culture Club for exclusive access to free and discounted tickets for opera, exhibitions, theatre and more.
We recognise, reward and thank colleagues by nominating them for our annual Celebrating Excellence Awards, which are funded by UCLH Charity.
We are also members of www.mytrustbenefits.co.uk/ which offers discounts on high street retail stores, offers on travel deals, and also to take advantage of cash back schemes.
This vacancy may close before the current listed closing date. You are advised not to delay submitting your completed application.
Please note that all correspondence regarding your application will be via email. The emails will be sent to you via TRAC.jobs and not via NHS Jobs, we encourage you to check your inbox regularly.
Please note that if you are at present in a training position on the 2016 new junior doctor’s contract and are applying for a Trust doctor role your salary will not be pay protected.
You will be placed on the appropriate point of the Trust Doctor pay scale based on your previous experience.
Please note that if you have not heard from us within 3 weeks of the closing date of the advert to assume that you have not been shortlisted on this occasion.
The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
Person specification
Qualifications
Essential criteria
- Educated to diploma level in a computer based discipline or relevant subject
Desirable criteria
- Evidence of continuing professional development
- Recognised professional IT qualification e.g. relevant BCS certification, MCSE,
- Recognised professional IT qualification e.g. relevant BCS certification ITIL,
Experience
Essential criteria
- Relevant experience in an IT technical services role
- Experience of dealing with IG and Data Protection issues
- Previous experience as Service Desk Support Analyst
- Hardware & Software system diagnostics and troubleshooting
- Experience of working with computer users of all levels of IT literacy
- Operation on Service Desk systems
Desirable criteria
- Experience of operating in a complex, corporate Microsoft based environment across multiple sites
- Experience of working in an environment with an outsourced partner
- Experience of working with third party suppliers
- Experience of business critical systems, business continuity and disaster recovery
- Relevant experience in the following IT areas (desktop, server, storage and virtualisation) and network (inc telecoms/VoIP)
- Relevant experience in the following IT areas (desktop, server, storage and virtualisation) and network (inc telecoms/VoIP)
Skills and Knowledge
Essential criteria
- MS Office
- Experience in dealing with VoIP telephone systems.
- Evidence of ability to overcome issues & problems
- Good communication skills, written and verbal, in liaising with a wide range of DHCT colleagues and third party suppliers
- Knowledge of IG including IT security and Data Protection
- Able to incorporate industry best practise e.g. ITIL
- Able to express specialised and highly complex ideas or principles to non-expert staff
- Ability to self-manage, organise and prioritise own work
- Display a comprehensive understanding of the needs and objectives of the users of the services provided
Desirable criteria
- Strong analytical and problem solving skills, able to analyse complex and highly specialised technical issues and devise plans accordingly
- Proficient in the products and/or services supplied to the Trust by external suppliers
Other
Essential criteria
- Flexible attitude to work and able to work outside normal working hours which may include weekends or some evening in order to meet specific deadlines
Further details / informal visits contact
- Name
- Jeremy Banks
- Job title
- DHCT Service Delivery Manager
- Email address
- [email protected]
No longer accepting applications
Sorry, this vacancy is no longer accepting applications.
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