Job overview

Participate in the provision of an efficient, responsive, effective and customer focused helpdesk and support service.  MyMFT Ambassador helpdesk agents are responsible for supporting patients, relatives, carers and staff when they require help with using the MFT application. The post-holder will provide a prompt support service in response to telephone, and email requests from end-users and proactively provide onsite support to patients. All requests will be entered accurately and efficiently onto the Help Desk system ensuring the customer experiences a high quality, timely service and efficient resolution to their problem. 

As we move into a new age of digital communications and support at MFT the Helpdesk agents are a key link with staff and patients and are vital to keeping the Manchester Foundation Trust running smoothly. They ensure our patients have the information they need for managing their care and our healthcare professionals can provide crucial patient information.

Main duties of the job

• Be the first point of contact within Informatics for all queries, incidents, problems and requests. 

• Provide an ambassador service in support of the MyMFT application, answering incoming calls in line with Trust Standard Operating Procedures (SOPs) and supporting patients onsite to use the application. 

Working for our organisation

MFT is one of the largest NHS Trusts in England with a turnover of £2.8bn & is on a different scale than most other NHS Trusts. We’re creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.

 Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 30,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you’ll benefit from a scale of opportunity that is nothing short of extraordinary.

 We’ve also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.

 We’re proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What’s more, we’re excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.

 At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.