Reports to: Head of Digital
Responsible to: Director of Operations
Proposed salary: Band 4.1 - 4.5 on the ABC pay scale, which is equivalent to £25,148.94 - £27,222.02 per annum dependent on experience (pro rata)
Hours of work: 37.5 per week
Tenure: Permanent
Base: Horley Health Hub
About Alliance for Better Care CIC
Alliance for Better Care (ABC) is a GP Federation uniting 77 NHS GP member practices across 98 sites within 24 Primary Care Networks in Sussex and Surrey. We support our Primary Care colleagues - and their patients - to transform how healthcare is delivered in their communities.
We work closely with GP Practices, PCNs, Hospitals, Community Organisations, and the Third Sector. These vital partnerships enable us to deliver a truly integrated approach that offers the support and expertise needed to effectively serve our populations.
More about our organisation: www.allianceforbettercare.org
Our Values
We innovate
If we can do something better, we should.
We are honest
Even when it is difficult.
We care
And put the patient first.
We are inclusive
We listen and we act.
We deliver
And we're known to like a challenge!
Benefits
Generous annual leave allowance
Access to NHS pension
Bespoke training programme
Cycle to Work Scheme
Employee Assistance Programme
Enhanced maternity pay
NHS discounts
Leadership Development Programme
Salary sacrifice schemes - technology and electric vehicle
Opportunities for secondments
Study Leave/Training
There are opportunities for a study leave allowance.
Supervision
Regular supervisions on a one-to-one basis including an annual formal appraisal are held with a line manager. If you are in a patient-facing role, you will also receive regular Clinical Supervisions with a Clinical Supervisor.
Induction Programme
You will receive an in-depth induction programme and will be invited to a face-to-face induction day within your first week to give you relevant information about the organisation and your job role.
Job summary
The Junior IT Support Technician provides hands-on, day-to-day IT support across ABC's IT, digital and end-user systems, acting as the first point of contact for routine IT and system queries. The role exists to strengthen day-to-day support across a wider area.
This is an entry-level opportunity, well suited to someone starting out in IT - for example a recent college or university leaver, or someone changing career into the field - who will be supported to develop through a structured induction and ongoing training.
The postholder delivers first-line IT and equipment support, manages user onboarding and access administration (including new-starter induction, joiner/mover/leaver changes and NHS smartcard support), and keeps key operational records and registers accurate and up to date.
This is a first-line (Level 1) support role. The postholder provides first-line support, investigation and user administration, and is not responsible for system configuration changes. Ownership of technical decisions, system configuration, framework and policy authoring, change control, information governance, and security compliance remains with the relevant senior post-holders. The role works closely with the IT & Cyber Security Support Technician and, where relevant, the Information Security & Compliance Officer and the Clinical Systems Manager.
Primary duties and areas of responsibility
Ref
Duty
2.1
IT SUPPORT & EQUIPMENT
a
Act as first point of contact for routine IT and system queries, providing first-line desk-side and remote support for hardware, software and systems; log, triage and resolve routine tickets, escalating complex issues to the IT & Cyber Security Support Technician.
b
Undertake day-to-day physical equipment ordering, setup and support - physically setting up, installing and issuing end-user equipment (laptops, printers and peripherals) and carrying out routine repairs and replacements.
c
Arrange display screen equipment (DSE) ordering and support, setting up DSE-related equipment following assessments.
d
Support upgrades to office equipment when required, led by the IT & Cyber Security Support Technician, providing hands-on assistance with roll-out.
e
Provide dedicated first-line support cover during periods when senior digital colleagues are allocated to project work, maintaining continuity of day-to-day support.
f
Investigate system issues where no immediate fix is found, and escalate for change management when required.
2.2
ONBOARDING & USER ADMINISTRATION
a
Provide IT onboarding for new starters, including account creation and equipment set-up.
b
Process joiner, mover and leaver account and access changes across systems (Microsoft Entra ID, Microsoft Intune and clinical systems) within agreed permission sets.
c
Support NHS smartcard requests, unlocks, renewals and routine Registration Authority (RA) tasks.
d
Issue system and RA administrator agreements, collect signed copies and file them securely.
e
Hold responsibility for system Acceptable Use Policies (AUPs) - issuing them to users, obtaining and recording acknowledgement, and prompting periodic re-acknowledgement; align content with the ISMS Lead where security requirements apply.
f
Create self-help guides and FAQ content for common IT queries to reduce repeat tickets.
2.3
IT OPERATIONAL RECORDS & ROUTINE CHECKS
a
Keep the IT asset register and software inventory accurate and up to date, recording new equipment, moves and retirements.
b
Maintain day-to-day IT records and logs, including tickets, equipment issue and return, and licence allocation.
2.4
SYSTEM ACCESS & ACCOUNT ADMINISTRATION
a
Complete user account and role set-up on connected systems in line with agreed access profiles, including enabling individual user permissions - user-level administration only, not system configuration.
b
Act as first-line contact for access and account queries relating to connected systems, resolving routine items and escalating anything requiring investigation or configuration to the relevant senior colleague.
2.5
PROJECTS & CONTINUOUS IMPROVEMENT
a
Assist with the deployment, testing and roll-out of new systems and tools as directed, providing hands-on support to project delivery.
b
Contribute to the continuous improvement of routine support processes and documentation.
Person specification: Junior IT Support Technician
Essential
A-level qualifications or equivalent
A genuine interest in IT and a desire to build a career in IT support
Valid UK driving licence, as travel between sites to provide support will be required
Desirable
IT-related qualification (e.g. college or university course, apprenticeship or certification)
Evidence of continuing professional development relevant to the role
NHS Digital or primary care systems training (e.g. EMIS, SystmOne, or NHS smartcard / Registration Authority administration)
Experience
Essential
Some experience - through study, work, voluntary activity or personal projects - of using, setting up or troubleshooting IT
Desirable
Experience of delivering IT or system support
Experience of maintaining accurate records, registers or logs in a structured environment
Experience of working in an NHS or primary care setting
Exposure to NHS or healthcare IT systems
Experience of NHS smartcard / Registration Authority processes
Experience of user account and access administration across business or IT systems
Skills and Abilities
Essential
Confident using everyday Microsoft tools (Teams, Outlook, Word and Excel)
Organised, methodical and accurate, with a systematic approach to work
Good written and verbal communication; able to explain clearly to non-technical users
Willingness to learn, follow defined processes and ask for help or escalate appropriately
Can reliably commute to the Horley office on a daily basis
Desirable
Experience using Microsoft Entra ID, Microsoft Intune, Salesforce or ITSM software
Use of SharePoint for document management
Behaviour and Values
Behaviours and vales
Prioritises ABC's values of innovation, caring, inclusivity, honesty and delivery in all aspects of working life
Adaptable and open to change
Eager to learn and develop new technical skills, and reliable in following tasks through
Enthusiastic about the potential for technology to improve people's lives
We are committed to building a diverse team and fostering an inclusive workplace where everyone's unique strengths are valued. We welcome applicants from all backgrounds, including underrepresented groups such as ethnic minorities, people of all faiths or beliefs, members of the LGBTQ+ community, and individuals with disabilities or neurodivergent conditions.
We provide adjustments during the recruitment process and in the workplace to support you in fulfilling this role. If you require reasonable adjustments, we will work with you to ensure you can meet the criteria and perform effectively.
You don't need to meet every element of the person specification to apply. If you have relevant skills and experience and share our values, we encourage you to apply. We value diverse perspectives, including those from neurodiverse individuals.
Special Working Conditions
The post-holder is required to travel independently between practice sites (where applicable), and to attend meetings etc. hosted by other agencies.
The post-holder may have contact with body fluids i.e., wound exudates; urine etc. while in clinical practice and therefore should be immunised against common infectious diseases and Hepatitis B.
Health Clearance
Health clearance is required for this appointment. Applicants must complete an Occupational Health questionnaire and if required attend for a consultation prior to appointment.
Disclosure and Barring Service Checks
A Disclosure and Barring Service check and disclosure will be required before appointment for all posts with access to children or vulnerable adults or where the post holder has access to patient information.
Confidentiality and Disclosure of Information
In the course of your normal work, you will come into possession of confidential information concerning patients, ABC and its staff. This information should always be treated according to the Practice's and ABC's confidentiality policies. Any inappropriate disclosure may be subject to disciplinary procedures.
Raising concerns
Staff may on occasion have genuine concerns about healthcare matters and ABC endorses the principle that these must be raised in a responsible and appropriate manner, and in accordance with the Raising Concerns at Work Policy.
Data Quality/Security
The post holder is responsible for ensuring that he/she maintains the integrity and quality of both computerised and manual data.
Codes of conduct and professional standards
All staff must adhere to any codes of conduct or professional standards set by the regulatory bodies with whom they are registered or by professional bodies of which they are a member. It is the post holder's responsibility to ensure they are familiar with these requirements and maintain their professional membership to the relevant body.
Risk (managerial and supervisory staff only)
Managers are responsible for implementing and monitoring any identified and appropriate risk management control measures within their designated area(s) and scope of responsibility. Full details are set out in ABC's Risk Management Policy.
Health and Safety
All staff are advised that, under the Health and Safety at Work Act 1974 and associated legislation, it is the duty of every employee to take reasonable care for their own health and safety and that of other people who may be affected by their activities at work, and also to co-operate fully with ABC and others in connection with any arrangements to satisfy the statutory duties and responsibilities under the Act, including undertaking appropriate mandatory and health and safety training.
Infection Control
All staff must at all times be aware of their responsibilities for ensuring infection control and to maintain hygiene standards in accordance with infection control policies and instructions.
Personal Property
ABC is unable to accept responsibility for articles of personal property lost or damaged on its premises whether by burglary, fire, theft or otherwise and staff are advised to insure against all risks.
Equal Opportunities
Equality of opportunity is an integral part of ABC's recruitment and selection process and recruiting managers must ensure that they comply fully with ABC's Equality & Diversity Policy. ABC aims to ensure equality of opportunity for all irrespective of their age, colour, creed, ethnic or national origin, marital status, nationality, physical or mental disability, race, religious belief, sex or sexual orientation.
No Smoking/Vaping
Smoking or Vaping by staff, patients and visitors, will not be permitted anywhere on ABC or practice premises.
Security
Staff must always wear their identity badge to assist in maintaining the security of the organisation; be observant, any suspicious behaviour must be reported to your line manage.
Safeguarding children and vulnerable adults
ABC as an employer is committed to safeguarding and promoting the welfare of children and adults at risk of harm and expects all employees to share this commitment. As this post is one that involves access to children and vulnerable adults during the course of their normal duties, an enhanced Disclosure and Barring Service (DBS) check will be required. All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. Level 3 Adult and Child Safeguarding is a requirement for this role.
Job Description Agreement
This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the Practice. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the Practice.
This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.
