Digital System Support Officer

Job summary

This post is initially offered on a fixed-term basis for one year, with the possibility of extension.

As a Digital System Support Officer, you will provide high-quality customer support to end users of the Electronic Patient Record (EPR) applications, helping staff resolve queries, access guidance and use digital systems effectively. The role requires excellent communication skills, a strong customer-focused approach, patience, professionalism and the ability to explain technical information clearly to users with varying levels of digital confidence.

Experience of using or supporting clinical or EPR systems would be advantageous, but is not essential as full training will be provided. We are looking for someone who is approachable, proactive and committed to delivering a positive support experience for colleagues across the organisation.

Main duties of the job

This role will support the Digital System Administrators to maintain EPR applications to ensure continuity of service and resolution of technical issues.

• Providing support to all Trust and other supported users and will therefore be required to have in depth knowledge of EPR applications
• Providing first & second line support for EPR applications recorded via the IT Service Desk via remote and onsite support
• Liaising with other teams and departments to ensure issues are resolved
• First & second-line technical support for EPR applications and other Trustwide clinical IT systems and software
• Responding to IT Service desk calls, deciding on relevant method of help and negotiate and agree call priorities
• Analyse situation/information to identify and resolve a range of problems including computer issues, application problems, data errors, change requests
• Understanding and interpreting the complex issues presented by users to best assess an appropriate response

About us

Working as part of the Digital Systems team within the IT Department at the Shrewsbury Business Park SaTH Offices, but with some travel and coverage at other SaTH sites, including The Princess Royal Hospital, Telford and the Royal Shrewsbury Hospital.

Digital Services includes a wide range of teams; Application/Interface Development, Business Change, Digital System Administration, Training, Technical Infrastructure, Cyber Security, Data Warehouse, Service Desk and Desktop support.

Our Poppy's Promise Commitment

We believe that compassionate care sits at the heart of everything we do. Every member of our team -- clinical or non-clinical -- plays a vital role in ensuring that patients, families, and colleagues are treated with dignity, empathy, and respect at all times.

We expect all staff to demonstrate compassion not only through their words, but through their actions: by listening attentively, communicating clearly and kindly, and recognising individual needs, feelings, and circumstances of those in our care.

Effective communication is central to safe and high-quality healthcare. We value colleagues who take the time to understand others, explain information in a meaningful way, and respond to concerns with patience and understanding.

By joining our team, you are committing to uphold these values -- ensuring that every patient feels heard, respected, and valued, and that compassion is embedded in every interaction, every day.