Laboratory IT Support Officer

Posted 03 August 2021
Job type Permanent
Contact NameDaniel Wallace

Job description

Job Title:                 Laboratory IT Support Officer

Reporting to:             IT Manager

Liaises with:              IT Team, Lab Manager, Deputy Lab Manager, Managing Director, External Suppliers, LML staff


  1. Overall Job Purpose:


The post holder will be a technical specialist within Laboratory IT. They will support the day to day running of the Laboratory IT systems within the company and its branches. They will assist the IT Manager and Administrators with the ongoing development and support of Laboratory and associated computer systems notably Cirdan`1-Ultra, HeyDoc, Meddbase and Instrument Manager. The post holder will be the first and second line support for technical faults and queries relating to Laboratory specific IT systems, software and hardware including fault finding, system configuration, activity and information reporting, data quality issues, escalating as required to the Laboratory Systems & Data Administrators, ICT Service desk and third party technical support as relevant. The post holder will support with the gathering of evidence and completing documentation to support the Laboratory UKAS accreditation compliance.

  1. Duties and Responsibilities

Main Duties & Responsibilities.

  1. Daily communications with all levels of staff including Laboratory scientists, technical, management and administrative grades.

  2. To provide first and second line support and advice to the user community on the use and operation of IT systems including its LIMS..

  3. To provide specialist advice on IT related matters.

  4. Liaise with Laboratory IT Systems suppliers.

  5. Represent the department to all users in a polite and helpful manner either noting requirements to be passed to colleagues or dealing with requests as appropriate.

  6. Promote collaborative teamwork with Laboratory IT systems suppliers and other IT staff.

  7. Escalation and ownership of on-going failures, errors and issues to the relevant party with communication to Laboratory IT Systems or Data Administrators once all of the post holders knowledge and experience has been explored.

  8. To maintain a good working knowledge of the Laboratory IT systems.

  9. To have a working knowledge of computer equipment and systems and to provide first and second line support for these items where appropriate. This will include a variety of Laboratory label and laser printers and PCs and other computer peripherals, such as digital dictation and voice recognition equipment and barcode readers, etc. This will also include knowledge of Laboratory systems and interfaces such as Instrument Manager, portal & website and GP electronic order comms and results reporting, including routine maintenance and basic troubleshooting, training will be provided.

  10. To maintain a high quality of service in a constantly changing environment. · To assist the IT Manager and Data Administrators in supporting a large number of users with varying levels of IT knowledge and skills.

  11. In conjunction with the IT Manager and Data Administrators, participate in projects both within Laboratory and across the organisation that require knowledge of the Laboratory Management Systems e.g. Order Communications.

  12. In conjunction with the IT Manager participate in system testing to validate the safe and effective implementation of Laboratory IT Systems software and hardware upgrades and their integration with interfaced systems and modalities. This will include functional, deployment and stress/load testing.

  13. To gather evidence and complete documentation relating to system testing and validation in order to support the Laboratory UKAS accreditation compliance.

  14. To assist in the gathering of data and creation of reports to meet local, regional and national reporting requirements.

  15. To attend statutory and mandatory training as required.

  16. To participate in personal objective setting and review, including the creation of a personal development plan and the appraisal process.

  17. Any other reasonable duties required by the IT Department.

  18. Use analytical and problem solving skills to identify potential solutions to problems and issues as they arise.

  19. The post holder will be expected to provide first & second line troubleshooting and resolution for Laboratory and other specific IT applications.

  20. Identify data quality issues and facilitate their resolution.

  21. Plan and manage their own work under the guidance of the IT Systems or Data Administrators.

  22. To support in the prioritisation of assigned complex tasks to meet organisational requirements.

  23. To have a flexible attitude and the ability to multi task as there is a requirement to deal with multiple incidents awaiting resolution. To work flexibly in order to deliver the LML agenda and to offer support to other colleagues including cover in times of absence.

  24. Develop protocols and propose changes where necessary which impact across the LML for the use of order comms, and Laboratory Manager Systems. · Responsible for adding new test codes onto Laboratory systems

  25.  Responsible for testing of new software before deployment for both internal and external linked systems · The post holder will be required to work within all IT policies and standards under the guidance of the Laboratory IT Manager, including IT change control and asset management practice for all aspects involving IT equipment and software · Commensurate

Quality Management

  1. To be involved in ensuring the discipline complies with International Standard ISO 15189:2012.

  2. To ensure all documentation in relation to assets, procedures and protocols for accreditation is maintained and any deficiencies brought to the attention of the management.

  3. To ensure the section complies with all departmental standard operating procedures, policies and protocols and offers appropriate advice to improve the quality and efficiency of the service.

  4. To provide appropriate risk assessments and COSHH assessments in relation to the relevant section.

  5. To ensure the section’s quality standards are achieved and maintained, including internal quality control, external quality assurance and any other relevant quality standards (e.g., turnaround times and relevant KPI’s).

  6. To participate in the departmental audit programmes as directed by the Laboratory Manager. Recording and investigating of any non-conformances, identifying potential improvements and relevant corrective actions.

  7. To raise and document change control procedures in line with International Standard ISO 15189:2012 utilising Q-Pulse software.

  8. To respond to staff suggestions raised within the section and to suggest ideas for quality improvement to services users.

  9. To ensure that all incidents are recorded on the company reporting log and investigated with any action plans addressed.

  10. To deal with and document complaints (from clinicians, clients, or patients) within their experience and capabilities and to inform the Deputy Laboratory Manager of the progress and outcome.

  11. To produce reports (statistical, audit, quality) as required using relevant IT data resources.

  12. To participate in the implementation and development of IT systems relevant to the department / section.

  13. To be responsible for the maintenance of computer systems, ensuring data integrity of discipline specific information.

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