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Technical Support Assistant job description

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Job Summary

Main responsibilities-Technical Support Assistant job description

Knowledge, Skills and Abilities-Technical Support Assistant job description

Technical Support Assistant job description

to ensure that Business Intelligence (BI) systems are developed and maintained, working with the Information Team to monitor and understand their performance.

 

Preparing, reporting and presenting data which will enable close management of each service to ensure financial risk is minimised and performance against key performance indicators (KPI’s) and service level agreements are maximised.

 Liaise with Information team colleagues to co-ordinate required system changes when supplier/s notify us of system updates e.g. TPP maintenance releases.

 

 Develop the automation of routine reports (using Microsoft Business Intelligence Development Studio) to ensure compliance with both statutory and management timescales.

 

Develop bespoke SQL Server Reports and PerformancePoint dashboards for internal and external audiences (SWECS leadership team, NELFT, PBC etc)

 

 Assist in the development of new MS SQL Server solutions to provide data integration and analysis on a wide range of complex datasets

 

 Assist in the roll-out and support of new IT solutions to end users

 

 Assist services with technical issues, acting as liaison between IT support suppliers (PCT/BTUH) and the end user.

 

 To support in the management of the provision of information reporting service(s) which will need analytical skills in complex situations, where data may be conflicting and many different components need to be considered Create new ways to interrogate data required by members of both Community Services and its stakeholder. This will include managing the input and output of data in an appropriate manner, applying validation procedures to ensure accuracy and integrity of data

 

 Manage the transfer of data and information, ensuring the necessary precautions are adhered to, e.g. only disclosing patient identifiable information

 

 To ensure confidential data is handled in a way which maximises its effective management and adheres to the Data Protection Act, the IM&T Security Policy and Safe Haven procedures.

 

 To make effective and efficient use of software and systems

 

To collate and manage quality patient related data by maintaining awareness of data quality issues.

 To manage own time to ensure collation and production of monthly/quarterly reports relating to agreed target indicators and statutory requirements in accordance with Strategic Health Authority, Department of Health, PCT, PBC and Community Services.

 

 The post holder will assist the Technical Support Manager in the redesign, implementation and deployment of any new business intelligence solutions for SWECS.

 

 The post holder will assist in the management of information collected on behalf of Community Services to ensure it enables the service to analyze and make judgements relating to service/business opportunities.

 

 The post holder will ensure that reports produced are consistent, accurate and of the highest quality.

 The post holder should be confident in using their own judgements in resolving matters and working on initiative, however, understanding when matters should be referred to their line manager

 

 To carry out any other duties as agreed with the Technical Support Manager & Head of Performance & Business Development.

Leadership

 

 To assist individual services, Commissioners & other key stakeholders in interpreting data/reports generated

 Provide cover in the provision of regular reports to the PCT, NELFT & Community Services Leadership Team in the absence of the other Information Team members e.g. Performance Report, Quality Reports & Performance against Objectives report etc

 

 Deputise at appropriate meetings in the absence of the Technical Support Manager

 

Clinical Skills

 There are no specific clinical skills needed to be exercised within this role.

Computer/Administration

 

 Have a sound knowledge of the principles of a SQL-based BI solution (specifically MS SQL Server 2008)

 

 

 

 

 

 

 

 

 

 

 

 

 Assist in developing the BI solution using MS SQL Server Business Intelligence Development Studio (BIDS) in line with new & changing reporting requirements. This will include updating the system to include additional fields and data sources

 

 Run SQL queries to provide ad hoc information, enable troubleshooting and further develop the BI solution.

 

 Be able to understand and utilise the SystmOne Community Information System

 The post holder will have knowledge of both IT software and hardware administration

 Advanced keyboard skills.

 

 To produce and deliver power point presentations and overheads for use in formal presentations to senior management and other meetings.

 

 To keep abreast of changes in technology developments to support the role.

 Use the internet to retrieve information required and web based products to support the delivery of the agenda.

 

 To be proficient in the use of e-mail, responding to queries and e-mail using own judgment in responding to e-mails, copying others as appropriate.

 

 To be able to use the photocopying and faxing technology within the organisation to complete the role.

 To design, develop and create information collection systems using databases and spreadsheets on behalf of Community Services ensuring compliance with national and local specifications.

 

 To manage the storage of reports and files in an appropriate medium.

 

Communication

 Assist in explaining and interpreting data processed by the BI solution to Commissioners & Community Services management and staff, Practice Based Commissioners, Service Leads etc

 

 To maintain strict confidentiality of all Community Services information in line with Caldicott guardian procedures of the PCT and commercial sensitivities.

 To assist in the provision of a high quality and customer focused information service for the Community Services, including the preparation of activity reports to an agreed timetable.

 

 Communicate with other colleagues in the team and wider Directorate, Community Services and PCT as appropriate to ensure clarity of requests and data information are known.

 

 Communicate with external organisations e.g. BTUH, NELFT, 21C, SWEPCT as required.

 To ensure that the style of communication is appropriate to the audience and supports Community Services objectives. In fulfilling the duties of this post the role will have to communicate with stakeholders using verbal and written skills that will be of the highest order. Post holder should be competent in Power Point presentations.

 

 

 

 

 

 

 

 

 

 

 

Training

 To provide training for all types of staff and external stakeholders on the use of various information systems including BI solutions.

 Assist in the training of new staff in the roles and responsibilities of the team to ensure ease of understanding.

 To develop a personal development plan (PDP) following the post holder’s appraisal.

 To undertake formal appraisals in line with Community Services policy.

 To access training as identified in appraisal and in the generation of a PDP.

 To participate in regular one to one support and supervision sessions and team meetings.

 The post holder will undertake mandatory training in line with the Community Services policy.

Analytical and Judgement

 The post holder will be required to input and analyse large and complex quantities of data and in doing this is required to concentrate for periods of time to ensure accuracy

 In conjunction with Community Service colleagues this role will support Community Services management, staff, PCT, NELFT and PBC clusters in interpreting data to improve service provision.

Delivery and Performance

 Ensure that all duties are carried out to the timelines required to meet mandatory requirements.

 To cover and support other colleagues when required to ensure prioritised workload is achieved.

 Alert line manager in advance of any deadlines being potentially compromised.

 Ensure role is fully covered during absence.

 Ensure that all duties are carried out in a positive and professional manner ensuring that the Community Services reputation is not effected or harmed.

Ability to use MS SQL Server 2008 (all components of) to design, build, query and report from BI databases

Extensive knowledge of information systems

Knowledge and understanding of a range of IM&T software products, with demonstrable experience in their application

Experience of analysing and presenting complex information in a variety of formats

Experience of working with MS Sharepoint/PerformancePoint

Previous experience of working in the NHS/social care

Previous experience in a similar information role

Understanding of current Community Services arrangements

Clear understanding of the NHS

Clear understanding of the roles of a Primary Care Organisation

Clear understanding of the current issues for information and IM&T within the NHS

A Job related skills and abilities

Evidence of the ability to configure/adapt a MS SQL Server 2008 project for bespoke purposes

Knowledge of health information systems,

Knowledge of current information data statutory requirements

Excellent organisational and prioritisation skills

Excellent written and verbal communication skills (including presentations)

Excellent report writing and presentation skills

Ability to work to tight deadlines

Ability to be able to solve problems and formulate appropriate systems and pathways

Ability & experience of analysing complex data

Ability to work on own initiative and work as part of a team

 

Presenting and sharing the data and answering queries that may result from the information supplied. The reports will highlight variances in the commissioned and service specific activities.

 

Work with the Technical Support Manager in helping services problem solve technical IT issues on an ad hoc basis, as well as supporting services to develop innovative ways of using IT technology to support service development.

Management

 Ensure BI data warehouse is updated at agreed intervals with a complete set of compliant data extracts

 

 Ensure that existing MS SQL Server cube-reporting functionality integrity is sustained and that MS PerformancePoint/Sharepoint Dashboards are maintained

 

 Liaise with other Information team members to ensure data extracts are made available in the agreed format and within agreed timescales