Job Title

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non-clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included. The Role An exciting opportunity has arisen to join the Proactive Support Team within Digital Services, Operations, NHSGGC as we seek to recruit to this post of User Administrator. The primary objective of the Proactive Support team is to deliver a customer focused digital support service to all desktop and end user devices Board-wide. Additional objectives include packaging and deployment of applications, continuous development and enhancing eHealth infrastructure to meet service and operational standards and requirements. This is an entry-level post providing 1st line customer triage support for incidents and requests, using Active Directory and Azure, communicating with users via phone, email, live chat and in-person. We are seeking a suitable candidate to join this established team with demonstrable customer engagement skills, relevant technical skills and experience/qualification within the specialist area. Duration, Location, and Working Pattern This is a permanent, full-time post of 36 hours per week. The location is Queen Elizabeth (QEUH), 1345 Govan Road, Glasgow, G51 4TF. The shift pattern is Monday to Friday, 9am-5pm. Key Responsibilities Ensure all account administration is undertaken in compliance with eHealth policies and procedures and audit guidelines. Undertake the administration and maintenance of all eHealth user accounts including: Setting up users with appropriate security profiles Processing all leavers, ensuring accounts are removed and data archived Processing all authorised changes to accounts Ensuring users and line managers are kept appropriately informed Assist other eHealth staff to ensure all user account facilities are in place to support planned system rollouts and projects. Undertake system and user audits (where requested/approved). Utilise and support online user requesting and provisioning tools. Service management and support Ensure that customers issues are addressed timeously and identify opportunities for improvement in service delivery, keeping abreast of industry best practice. 2. Implement key performance indicators for the measurement of accurate and prompt processing of requests. Provide application support services to end users where required, and under guidance of IT support team staff. Undertake other system administration activities (such as code table builds, drug tables, reference files). Work in conjunction with Incident, Change and Service Level Management to ensure that the team are adhering to ITIL best practice to aid swift resolution of issues, identify route causes, implement preventative measures and work towards continuous service improvement. Knowledge, training, qualifications and/or experience required to do the job Essential Educated to HNC level with specific IT content or equivalent professional qualification or has proven comparable knowledge via experience is essential. High level of IT keyboard skills & experience of varied IT equipment & systems is essential. Previous experience in IT, with a high level of knowledge of legislation, best practices and procedures. Good communication skills and the ability to diplomatically deal with customers at all levels within the Organisation. Proven approach to organisation, administration, documentation and workload prioritisation with demonstrable proactive initiative Desirable Qualified in, ITIL IT Service Management (International standard for Best Practice in IT Service Management) if not qualified to at least foundation level will be required to undertake this as part of personal development plan. Exposure to the Health Service What We Offer We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities. A minimum of 27 days annual leave, increasing with length of service, plus public holidays Membership of the NHS Pension Scheme, including life insurance benefits Salary Sacrifice Car Benefit Scheme Development opportunities including study bursaries, e-learning and classroom-based courses Enhanced pay for working public holidays NHS discounts on a wide range of goods and services Confidential employee support and assistance, including counselling and psychological therapies NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and are proud of the diverse workforce we employ. By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We welcome applications from across the Armed Forces Community and recognise military skills, experience and qualifications throughout the recruitment and selection process. #J-18808-Ljbffr