JOB DESCRIPTION POST: Community Information System (CIS) Support Assistant LOCATION: Knockbracken Healthcare Park GRADE: Band 3 REPORTS TO: ICT Service Development Manager RESPONSIBLE TO: Co-Director for ICT and Telecommunications. JOB SUMMARY/MAIN PURPOSE: The Community Information System (CIS) is a person centred community information system that has been implemented within the South East community area of the Belfast Trust and is now to be rolled out to the North and West community area. The post holder will be responsible for providing first level support to CIS users of all levels and experience and this will include new users to the system. The CIS support assistant will ensure that all relevant policies and service desk procedures are followed, that work is undertaken according to priorities and predetermined standards and that other team members update the service desk system as necessary. Main Duties/Responsibilities 1. To complete tasks assigned by the CIS Service Desk Team Leader, ensuring that these are carried out in accordance with appropriate protocols and procedures and ensuring that appropriate quality standards are maintained at all times. 2. To work as a member of the CIS Service Desk Team in order that the team delivers a prompt and knowledgeable service to keep any downtime of the CIS to a minimum. 3. To manage user expectations in accordance with relevant Service Level Agreements (SLAs) and Trust priorities. 4. To participate in the operation of the service desk system within the CIS service desk team. This will include the completing assigned incidents and work requests, ensuring that relevant protocols and procedures are adhered to and any incidents and work requests assigned to other Service Groups and/or third parties are followed up and closed in a timely manner. The CIS support assistant will work to ensure that response time and resolution time objectives are met as defined in appropriate SLAs. 5. To attend training sessions in the use of the service desk system and ensuring that all appropriate documentation is maintained and there is ongoing compliance with all HSC and Trust policies and procedures. 6. To comply with all relevant legislation, policies and procedures for data security and confidentiality, in order to preserve the integrity of all trust information and prevent the unauthorised access to Trust information systems. The post holder will liaise with other sections and departments as necessary in the reporting and managing of security incidents. 7. To follow all specified quality standards, processes and procedures (e.g. ITIL) in order that information reports generated from the service desk system are timely, relevant and accurate. 8. To assist as required, in data input, data quality activities, run crystal reports and assist in resolving any queries which may arise from the reports. 9. To liaise as required with all third party hardware, software and service providers, as well as clinics and GP practices, ensuring compliance with all relevant service level agreements and/ or / contracts. 10. To participate in any service desk rota to ensure that the Paris Support function is attended to all times, particularly during holiday periods. Risk Management 11. To ensure that all identified risks are reported to the service desk team leader and that relevant health and safety procedures are followed at all times. 12. To assist the team leader in achieving the required level of Controls Assurance compliance and that all Controls Assurance documentation is competed in a timely manner. Personal Development 13. To ensure a personal commitment to maintaining a high quality of service to users through continual development of practice 14. To formulate, in conjunction with the Service Desk Team Leader, a personal development plan to identify and address personal development needs. 15. Any other duties as may be assigned by the Service Desk Team Leader General Responsibilities Employees of the Trust are required to promote and support the mission and vision of the service for which they are responsible and: – At all times provide a caring service and to treat those with whom they come into contact in a courteous and respectful manner. – Demonstrate their commitment by their regular attendance and the efficient completion of all tasks allocated to them. – Comply with the Trust’s Smoke Free Policy. – Carry out their duties and responsibilities in compliance with the Health and Safety Policies and Statutory Regulations. – Adhere to Equality and Good Relations duties throughout the course of their employment. – Ensure the ongoing confidence of the public in-service provision. – Maintain high standards of personal accountability. – Comply with the HPSS Code of Conduct. Records Management All employees of Belfast Health & Social Care Trust are legally responsible for all records held, created or used as part of their business within the Belfast Health and Social Care Trust, including patient/client, corporate and administrative records whether paper based or electronic and also including e-mails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information Act 2000, the Environment Regulations 2004 and Data Protection Act 1998. Employees are required to be conversant with the Belfast Health and Social Care Trust policy and procedure on records management and to seek advice if in doubt. Environmental Cleaning Strategy The Trusts Environmental Cleaning Strategy recognizes the key principle that “ Cleanliness matters is everyone’s responsibility, not just the cleaners” Whilst there are staff employed who are responsible for cleaning services, all Trust staff have a responsibility to ensure a clean, comfortable, safe environment for patients, clients, residents, visitors, staff and members of the general public. Infection Prevention and Control The Belfast Trust is committed to reducing Healthcare associated infections (HCAIs) and all staff have a part to play in making this happen. Staff must comply with all policies in relation to Infection Prevention and Control and with ongoing reduction strategies. Standard Infection Prevention and Control Precautions must be used at all times to ensure the safety of patients and staff. This includes: Cleaning hands either with soap and water or a hand sanitiser at the appropriate times (WHO ‘5 moments’); Using the correct ‘7 step’ hand hygiene technique; Being ‘bare below the elbows’ when in a clinical environment; Following Trust policies and the Regional Infection Control Manual (found on intranet); Wearing the correct Personal Protective Equipment (PPE); Ensuring correct handling and disposal of waste (including sharps) and laundry; Ensuring all medical devices (equipment) are decontaminated appropriately ie cleaned, disinfected and/or sterilised; Ensuring compliance with High Impact Interventions. Clause: This job description is not meant to be definitive and may be amended to meet the changing needs of the Belfast Health and Social Care Trust. JOB SPECIFICATION POST: Community Information System (CIS) Support Assistant (Band 3) LOCATION: Knockbracken Healthcare Park ESSENTIAL CRITERIA 1. 4 GCSE’s at Grade A-C including English Language and Maths or equivalent/higher qualification AND 1 years’ experience in clerical/administrative role OR Two years experience in clerical/administrative role. 2. A working knowledge in at least one of the following: I. Microsoft Office (e.g. 97/2000/2003/2007) II. E-mail/Internet III. Microsoft Windows (e.g. 2000/XP/Vista) 3. A working knowledge of IT helpdesk systems and procedures 4. Excellent communication and interpersonal skills. 5. Ability to meet deadlines. DESIRABLE CRITERIA I. Knowledge of ITIL Best Practice in relation to ICT Service Support. NOTE: Where educational/professional qualifications form part of the criteria you will be required, if shortlisted for interview, to produce original certificates, and one photocopy of same, issued by the appropriate authority. Only those certificates relevant to the shortlisting criteria should be produced. If educational certificates are not available an original letter and photocopy of same detailing examination results from your school or college will be accepted as an alternative. If successful you will be required to produce documentary evidence that you are legally entitled to live and work in the United Kingdom. This documentation can be a P45, payslip, National Insurance Card or a birth certificate confirming birth in the United Kingdom or the Republic of Ireland. Failure to produce evidence will result in a non appointment. .
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