Pathology IT Support Specialist

An exciting Fixed Term/ Secondment opportunity has arisen for an IT Technician to work within the Pathology IT team to support the laboratory equipment refresh.

We are seeking to appoint an enthusiastic individual who wants to be involved in the laboratory refresh across the three South of Tyne laboratory sites.

The post holder will support Pathology and the Pathology IT Team on a day to day basis to assist with the rollout and testing of the new pathology equipment across the South of Tyne laboratories.

Able to use initiative and work to tight deadlines.

The post holder will act as the first point of contact for Pathology users and will support testing of new equipment, issue resolution and escalation to technical teams or suppliers when required.

A flexible approach to working arrangements is essential to meet service needs, which may include working evenings, early mornings and weekend.

Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.

Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.

We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.

Our values should be the 'golden thread' which runs through everything we do - they are the core of who we are. Our five values can easily be remembered by the simple acronym
ICORE;
Innovation, Care, Openness, Respect, Engagement.

We have a number of staff networks including the BAME network, D-Ability network, LGBTQ+ Network and the Women's Network, to challenge us and help us to constantly improve. Our armed forces network is one of our emerging networks.

The health and wellbeing of our staff is one of our highest priorities, and we offer a range of support and initiatives as part of our 'Balance' programme  to cater for our diverse workforce, so that your individual needs can be supported, allowing you a happy and healthy working experience with us.

Communications & Relationship skills

• Manning of the Pathology IM&T Service Desk, acting as the first point of contact
• Ensuring that all calls are answered within the Trust First Class Hospitals standard of under 18 seconds
• Provide first level end user support to Trust and supported third party organisations where possible and appropriate, otherwise forwarding calls to the most appropriate person or organisation for second/third level support, including use of remote support tools as appropriate
• Ability to actively listen to users of the services and extract relevant information to determine their requirements or the root cause of any issues.
• Ability to show empathy for service users experiencing issues and demonstrate an understanding of the business impact caused.
• Ability to communicate clearly and concisely with a wide range of end users and support staff from multiple backgrounds and organisations, including difficult users, on potentially complex or sensitive information
• Provide a customer focused approach to ensure we deliver a responsive and effective service to users.
• Work with other support staff in the local Gateshead health community in the implementation of Service Desk facilities to support healthcare delivery.
• Liaison with support representatives of other organisations to ensure that problems are directed to the most appropriate support staff for resolution
• Work collaboratively with all members of the digital teams to deliver a seamless, efficient and effective service.
• Provision of support for the laboratory information system and all associated applications
• Ability to communicate through written, electronic and verbal media at a wide range of levels, including the ability to present highly technical and/or complex concepts in readily understandable language
• Working with Trust IT department to ensure that orders are processed appropriately, and with support staff to manage installation workloads

Knowledge, Training & Experience

• E…