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RNOH MyCare Helpdesk Agent
| Posting date: | 28 August 2025 |
|---|---|
| Salary: | £29,651.00 to £31,312.00 per year |
| Additional salary information: | £29651.00 - £31312.00 a year |
| Hours: | Full time |
| Closing date: | 11 September 2025 |
| Location: | Stanmore, HA7 4LP |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9392-25-0186 |
Summary
Follow up re-opened support calls and agree with the user when a full resolution has been implemented. Obtain feedback from users to support the departments culture of continuous improvement. Provide a telephone service in support of the MyCare application, answering incoming calls in line with Trust Standard Operating Procedures (SOPs). Ensure the resolution of incidents, problems and requests are carried out in an efficient and professional manner, whilst conforming to Trust and departmental standards, service agreements, policies, procedures and working practices, escalating and seeking further advice and information within Informatics, when necessary. Participate in all duties relating to MyCare Helpdesk including (and not limited to) collating reports and statistical data for audit, research, or similar purposes. Liaise closely with Users to manage user support incidents to a satisfactory conclusion, providing full information and advice and investigating complaints in line with departmental policy. Escalate issues, complaints and capacity problems to their manager or team leader. The post holder may be required to complete additional tasks and responsibilities that are reasonable and aligned to the role's AfC (Agenda for Change) banding allocation to enable the service to ensure effective delivery and meet operational needs. Undertake work in line with operational schedules and work programmes. To act in ways that support equality and diversity and the rights of individuals, ensuring practice follows Trust policies. Identify and act when own or others actions undermine equality and diversity. Act as a point of contact for MyCare related advice. Develop and maintain effective networks and relationships with internal and external contacts including MyCare Application analysts and trainers at UCLH. Use conflict resolution strategies in response to barriers of understanding or acceptance faced by, or from MyCare Helpdesk users. Be able to communicate potential improvements to the patient experience of MyCare to the EHR/improvement team. Log issues if they arise and liaise with colleagues to achieve resolution and update the systems accordingly. Escalate unresolved issues through the team lead. Maintain and update appropriate documentation for daily tasks and project deliverables as requested. To manage in basket requests from external clinicians who wish to refer to the RNOH and support the process to validate their eligibility to refer to the RNOH as a practising clinician and set up a log in for them. To oversee an manage two communication routes with differing priorities and Trust processes- MyCare Helpdesk function and Epic Care link tertiary referee log in set up and validation. To attend the training that supports both of these functions using the multiple systems required for these processes. Please see the Job Description and Person Specification for further details.