Connect EPR Helpdesk Support

Job overview

The EPR help desk is the first point of contact for all users of the Trust’s EPR system (Epic), providing support for approximately 5,000 users across the Trust and remotely.  A broad understanding of Epic and the support required within a healthcare environment is needed for this post. The post-holder will be required to adhere to strict Policies and Procedures in supporting staff and ensuring that correct escalation channels are followed.

Main duties of the job

The role will provide high quality customer service and will utilise excellent communication skills. The role is responsible for the provision of professional 1st line support to Royal Marsden Hospital Epic users by telephone, e-mail, and self-service portal facilities. The role is also responsible for supporting patients who require assistance with their MyMarsden account via email or telephone.

EPR help desk support will be sufficiently skilled to provide a high level of resolution to incidents and requests without the need to escalate to further resolver teams.  However, where necessary the analyst will escalate to the appropriate resolver groups whilst retaining ownership of the request or incident until resolution.  The post holder must work collaboratively and actively participate where specialism(s) directly or indirectly affect the resolution or restoration of services to the Trust. The EPR Help Desk will also provide updates to the end user regarding the progress of their request at regular intervals.

The post holder will require advanced keyboard skills and should expect to spend long periods of time in front of a VDU.  They will be required to concentrate for long periods of time.

Detailed job description and main responsibilities

For further information on this role, please see the attached detailed Job Description and Person Specification:

• Act as a single point of contact for phone calls, emails and self-service IT portal tickets regarding Epic issues and training queries from the Trust user base. This will include support of both clinical and administrative workflows. •    Act as a single point of contact for phone calls and emails from patients and carers around their access to MyMarsden.  •    Respond to incoming calls using Openscape comms software and monitor calls waiting, call waiting times and calls abandoned during each shift.   •    Log all incoming calls using the IT service portal (ServiceNow) to record quick closures or to escalate for Epic analyst support. •    Monitor, respond and action emails sent to Connect training. •     Monitor, respond and action self-service IT portal tickets received for EPR training support. •    Provide proactive incident management and keep the customer updated with progress of their reported incidents as agreed within Service Level Agreements and internal Service Support targets. •    Ensure that all calls that cannot be fixed by 1st Line are diverted to the appropriate EPR analyst team via the IT service portal or if urgent, via Teams or direct email. •    To deliver Epic training refresh to users whilst on telephone calls or via email (this can be in the form of tipsheets) to help resolve user queries. •    Using the Trust’s LMS, advise staff of training that may be required and assist them in booking on the right session. •    Work closely with the Users & Security team in ensuring any Epic login or access issues can be resolved quickly.