Job Overview
We are seeking a dedicated and knowledgeable IT Officer to support our organisation's technology infrastructure and ensure seamless IT operations. The ideal candidate will act as the group’s internal point of contact for day-to-day IT matters across its four care homes, working closely with the appointed Managed Service Provider (MSP). The postholder will provide practical user support, coordinate incidents and requests, promote effective use of SharePoint and Microsoft 365, support mobile devices and care systems, and ensure that issues are escalated and followed through to completion. Technical administration, infrastructure management, backups, patching and advanced cyber-security functions will primarily remain with the MSP.
Key Responsibilities
Microsoft 365 and SharePoint Administration
- Provide practical user support for SharePoint Online, Teams, OneDrive, Outlook, Word, Excel, PowerPoint, Forms and other approved Microsoft 365 services.
- Maintain agreed SharePoint sites, document libraries, lists, permissions, templates and file-management standards within the access provided.
- Coordinate requests for new users, licences, mailboxes, permissions and access changes with the MSP.
- Promote consistent, secure and effective use of Microsoft 365 across all four sites.
IT Support and MSP Coordination
- Provide first-line support to staff across all four care homes, remotely and in person, resolving straightforward issues and escalating technical faults to the MSP.
- Set up and support approved laptops, computers, iPhones, iPads, Android devices, printers and peripherals in accordance with MSP procedures.
- Log, prioritise and track support tickets, keeping users and managers informed until resolution.
- Create and maintain an accurate local asset register and coordinate equipment allocation, moves, repairs, replacements and secure disposal
- Support new-starter and leaver processes by coordinating equipment and access requests.
- Act as the main operational liaison with the MSP, telecoms providers and software suppliers, monitoring service quality and escalating recurring issues.
Information Security, Data Protection and Compliance
- Follow organisational IT, data protection and information-security policies when supporting staff and handling resident, employee and business information.
- Ensure suspected security incidents, phishing attempts, data breaches and access concerns are promptly reported and escalated to the appropriate manager and MSP.
- Assist with user access reviews, equipment records, audit evidence and completion of agreed compliance actions.
- Promote good practice in passwords, multifactor authentication, email use, information sharing and device security.
Care Systems, Training and Improvement
- Provide first-line support for approved digital care-planning, medication, rostering, HR, payroll, compliance and other operational systems.
- Deliver clear user guidance and support for staff with different levels of digital confidence.
- Identify practical opportunities to improve working methods using SharePoint and other approved Microsoft tools, referring complex development work to the MSP or relevant supplier.
Person Specification
Essential Knowledge and Experience
- Strong practical knowledge of SharePoint Online and everyday use of the wider Microsoft 365 environment.
- Good working knowledge of Microsoft Teams, OneDrive, Outlook, Word, Excel and Windows.
- Experience providing first-line user support and working effectively with an MSP or external IT support provider.
- Practical knowledge of iOS, iPadOS and Android devices, including setup, Microsoft 365 access, approved apps, security settings, updates and troubleshooting.
- Understanding of UK GDPR, confidentiality and secure handling of sensitive personal information.
- Ability to diagnose straightforward issues, explain solutions clearly, maintain accurate records and escalate appropriately.
- Experience supporting users across multiple locations and managing competing priorities.
- Full UK driving licence and the ability to travel regularly between the four Cheltenham sites.
Desirable
- Experience working in adult social care, healthcare or another regulated environment.
- Knowledge of the Data Security and Protection Toolkit and Cyber Essentials.
- Experience with Microsoft Intune, Power Platform, information governance, digital care systems or telephony.
- A relevant IT qualification or Microsoft certification, such as Microsoft 365 Fundamentals, together with evidence of continuing professional development.
Skills and Personal Qualities
- Professional, approachable and service-focused.
- Patient and confident when supporting staff with different levels of technical ability.
- Well organised, self-motivated and able to prioritise urgent issues across multiple locations.
- Clear written and verbal communicator with strong attention to detail.
- Discreet and trustworthy when handling confidential information.
- Committed to continuous improvement, teamwork and the values of person-centred care.
Additional Requirements
The postholder must be willing to work flexibly to support planned maintenance, system changes and urgent incidents. Appointment will be subject to the organisation’s safer recruitment requirements, which will include an appropriate DBS check. This job description outlines the main responsibilities of the role and may be reasonably amended as the group’s services and technology develop.
Join our team as an IT Officer to play a vital role in maintaining the technological backbone of our organisation while advancing your career.
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Company pension
- Life insurance
- Referral programme
Work Location: In person
