Norwich, Norfolk | Full-Time | Office-Based
Salary: £26,000 – £32,000 depending on experience
Hours: Monday–Friday, either 8am–4pm or 9am–5pm
About Us:
Primary Care IT supports GP practices and NHS organisations through the delivery of healthcare software solutions, operational support services, and clinical system resources.
We are looking for a proactive, highly organised, and customer-focused individual to join our Norwich-based team.
This is a varied role combining customer support, SaaS application support, deployment coordination, onboarding activities, and operational service delivery.
You will act as a first point of contact for GP practices and healthcare organisations using Primary Care IT solutions, helping investigate support requests, troubleshoot issues using structured processes, coordinate deployments, and ensure customers receive clear and timely updates throughout.
The role includes first-line investigation and troubleshooting of support tickets relating to Primary Care IT software solutions, escalating more complex issues to senior technical and development teams where required.
This is not a traditional infrastructure or hardware IT support role. We are particularly interested in candidates with strong customer service, SaaS support, service delivery, onboarding, coordination, or operational support experience who are confident learning systems and processes.
Key Responsibilities
- Manage customer support tickets and operational service requests
- Provide first-line investigation and troubleshooting for customer issues
- Coordinate resolutions with senior technical and development teams
- Provide professional and timely updates to customers
- Coordinate onboarding and deployment activities for GP practices and NHS organisations
- Carry out guided system setup and configuration activities using documented processes
- Maintain accurate operational records and documentation
- Monitor and manage multiple customer activities and priorities simultaneously
- Support customers throughout deployment and onboarding processes
- Ensure a high standard of customer service and communication at all times
Essential Skills
- Excellent customer service and communication skills
- Strong organisational and coordination abilities
- Ability to investigate issues and follow structured troubleshooting processes
- Ability to manage multiple priorities and workloads simultaneously
- Strong attention to detail and problem-solving skills
- Confidence using software systems and operational processes
- Ability to provide clear, professional, and timely customer updates
- Proactive and professional approach to workload management
Desirable Experience
- SaaS or application support experience
- Customer support, service delivery, or customer operations experience
- Experience working with ticketing or case management systems
- Onboarding or deployment coordination experience
- Experience working with GP practices, NHS organisations, or healthcare software
- Knowledge of EMIS Web, TPP SystmOne, or Medicus
What We Offer
- Supportive and friendly team environment
- Full training provided
- Opportunity to develop within healthcare technology and SaaS operations
- Varied and customer-focused role
- Career progression opportunities
- Exposure to NHS and primary care environments
- Opportunity to work closely with innovative healthcare software solutions
If you enjoy working with customers, solving problems, coordinating activities, and delivering a high-quality service within a fast-paced environment, we’d love to hear from you.
How to Apply
Please apply with your CV.
Pay: £26,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Work Location: In person
