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Job OverviewBerkshire and Surrey Pathology Services (BSPS) is a joint venture between Ashford and St. Peter’s Hospitals NHS Foundation Trust, Surrey and Sussex NHS Trust, Frimley Health NHS Foundation Trust, Royal Surrey County Hospital NHS Foundation Trust and the Royal Berkshire NHS Foundation Trust delivering pathology services to both acute and primary care patients across the network area.Main duties of the jobThe role of Pathology Applications Support is to ensure that IT administration tasks associated with the day to day running of a range of Pathology IT applications are handled in an effective and efficient manner.Handling of queries with regards to Pathology Applications from both GPs and trust staff is vital in ensuring that Berkshire and Surrey Pathology Services maintain a close relationship with their users.This is a hands-on role and as part of the support service you will be required to answer queries via email, self service requests and by phone in a timely manner ensuring that all work requests are logged in accordance with current practice, that minimum data sets are adhered to and that appropriate triage and resolution on first contact is the primary objective.You will be required to liaise with third party suppliers and contractors to ensure incidents are resolved within agreed SLAs for that system or service.Excellent organisational and communication skills are a vital part of this role as constant telephone and VDU usage is required to support end users and the team, so an ability to concentrate on demanding tasks and deal with issues supportively is essential.Working for our organisationFrimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme.We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.Frimley Health Trust benefits on VimeoDetailed Job Description And Main ResponsibilitiesThe post holder will help with the administration tasks and support the use of Pathology IT applications. This will include out of hours cover and travel to other hospital sites and GP practices.Answer and respond to emails, Self Service requests and Phone calls.Ensure minimum data sets are gathered for all tickets logged in the CRM application.Maintain the system event log.Manage the applications to ensure a robust service with maximised uptime for the end users and with agreed SLAs.Undertake support with application enquires/problems/requests and faults received in accordance with Service Level Agreements and Trust standards.Create user accounts for Pathology IT applications and systems and accuracy of data is a key component to maintain clinical systems.Complete user account maintenance activities.Ensure new staff and leavers are administrated in an appropriate and timely manner.Provide application support for Pathology users both internal and external and maintain an effective working relationship with all users and encourage them to follow a specific agreed course of action.Escalation of issues to second line support and/or external suppliers as appropriate.Send technical IT related communications as required.Will be required to engage with staff and GPs with varying degrees of IT skills and knowledge be it in writing, orally or electronically to trouble shoot issues and for training purposes.Take ownership of the logged calls and follow up the status of problems on behalf of the user and communicate progress in a timely manner.Work as part of a rota covering the out of hours of the Pathology IT.Support the contingency strategies and plans as required and assist with Business continuity.Participate in testing of business continuity / downtime plans for systems.Support the project teams as required with testing for projects and BAU changes.Testing will need to be evidenced on spreadsheets for sign off as part of larger projects.Act as first line support to triage incoming calls and prioritise based on number of sites, affected users and clinical impact.Ability to recognise when to escalate the call to senior staff, instigate communications or inform Trust CIO/or CCIO both in and Out of Hours.Ensure that a rigorous approach is taken to data quality by yourself and any members of the team when making system change.Identify data quality issues to the Pathology IT Manager and suggest activities to improve data quality.Assist in taking preventative action. Expected to plan and organise own workload.Ensure compliance with Trust policies for Data Protection Act and Caldicott Principles on patient confidentiality.Whilst not the primary task of the post holder, the post holder, on request, will assist the management of Pathology in the smooth running of the pathology application’s administrative function, and will provide day to day office administration tasks.For further information regarding the detailed job description and main responsibilities, please refer to the attached job description and person specification documents.Person specificationQualificationsEssential criteriaEducated to Degree Standard or 3 years equivalent experienceBusiness Administration NVQ Level 3Willing to attend Trust courses to improve and broaden knowledge base.Desirable criteriaITIL and specifically application of ITIL Change, Incident and Problem Management principlesTrained in the use of Service Desk SolutionsECDL or equivalent IT qualificationExperienceEssential criteriaExperience of working in a busy office environment.Experience of set up and configuration of applications including master files, templates, peripherals such as printers, RBAC.Experience of servers, interfaces and other IT equipment to enable the smooth running of a busy pathology department.Experienced in translating data into simple reports or information to present to non-technical staff in a clear and understandable mannerDesirable criteriaNHS processes, policies and protocolsKnowledge of use and support of pathology systems e.g. WinPath and ICEExperience of working in a user support environment.Special RequirementsEssential criteriaAble to work across all BSPS sitesAble to work across all BSPS sitesAble to cover out of hours as requiredSkills & KnowledgeEssential criteriaExcellent telephony, verbal and written communication and interpersonal skills.Aptitude to query information with customer to gain more details and establish facts.Excellent verbal communication skills.Demonstrates the ability to provide a first -class customer experience.Experience as a first line support application officer in clinical applications.IT literate – Word, Excel, PowerPoint and Outlook.Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care.Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.Apply online now