Encompass Support Desk
Belfast
£12.86- £14.53 depending on experience.
37.5 hours a week
The encompass programme has been established on behalf of HSCNI to support the delivery of the best possible health and wellbeing outcomes for the whole population of Northern Ireland, underpinned by an integrated Electronic Health & Care Record, provided by Epic. HSCNI are now recruiting to the encompass Programme and these officers will be recruited to the BSO as the lead body for managing the delivery of the programme.
Job Description
The post holder will act as the initial point of contact for users experiencing issues with Epic software applications, providing troubleshooting and basic technical support, logging tickets within the ticketing system, and escalating complex problems to higher-level support teams when necessary, all while maintaining a high level of customer service and adhering to established support processes.
Full training relating to relevant Epic software and workflows will be provided as part of the standard onboarding process.
Key Responsibilities
? Receive and log customer support requests: Answer incoming calls, emails, and live chat inquiries regarding technical issues.
? Basic troubleshooting: Diagnose common problems with computer hardware, software applications, network connectivity, and user accounts.
? Gather information: Ask clarifying questions to accurately understand the nature of the customers problem and gather relevant details.
? Document incidents: Log customer issues in a ticketing system with accurate descriptions of the problem, steps taken, and resolution.
? Provide initial support solutions: Offer readily available solutions like password resets, application troubleshooting guides, and basic system configuration changes.
? User account management: Assisting with password resets, account unlocks, and basic user access modifications.
? Escalate complex issues: Identify situations requiring further technical expertise and route them to second-line support teams.
? Knowledge base updates: Maintain and contribute to the internal knowledge base with new troubleshooting procedures and common solutions.
Required Skills and Qualifications
? Problem-solving skills: Logical thinking and analytical abilities to identify the root cause of issues and propose effective solutions. Ability to troubleshoot technical issues using standard procedures and documentation
? Basic IT knowledge: Understanding of computer hardware, software applications, network basics, and operating systems.
? Excellent communication skills: Ability to clearly explain technical concepts to non-technical users, actively listen to customer concerns, and provide helpful guidance.
? Technical proficiency: Familiarity with ticketing systems and basic system administration tasks.
? Customer service focus: Maintain a professional and courteous demeanour when interacting with customers, ensuring a positive support experience. Important Considerations
? Shift work: Depending on HSCNI needs, first-line support will require working rotating shifts, including outside of core business hours (08:00 – 16:00), weekends and public holidays.
? Compliance: Adherence to data privacy guidelines is crucial when handling patient information.
To apply send your cv to Hollie via email
Closing date Wednesday 5 February at 3pm