JOB PURPOSE
The IT Support Officer will provide first-line IT support across the GP Federation, ensuring staff can effectively use clinical and business systems. The role will focus on resolving day-to-day IT issues, supporting Smartcard management, troubleshooting connectivity and hardware problems, and assisting the IT Lead with digital projects, reporting, and dashboard development.
This is a hands-on support role suited to someone with strong problem-solving skills, excellent communication, and a willingness to learn healthcare IT systems and business intelligence tools.
DUTIES AND RESPONSIBILITIES
IT Support & Troubleshooting
- Provide first-line IT support to Federation staff across GP practices and central teams.
- Diagnose and resolve basic IT issues including:
- Password resets
- Printer and hardware issues
- Network and connectivity problems
- Email and Microsoft 365 support
- User account setup and troubleshooting
- Escalate complex technical issues to the IT Lead or third-party suppliers where required.
- Maintain accurate records of IT issues and resolutions.
Clinical Systems Support
- Support users with SystmOne access and basic troubleshooting.
- Assist with user account setup, permissions, and access requests.
- Support Smartcard management processes including:
- Smartcard troubleshooting
- Unlocking and access issues
- Liaising with Registration Authorities when required
Infrastructure & Equipment
- Set up and configure laptops, desktops, monitors, and peripherals.
- Support Wi-Fi and network connectivity across Federation sites.
- Assist with onboarding new starters and IT setup.
- Ensure IT equipment inventories are maintained and updated.
Digital & Business Intelligence Support
- Support the IT Lead with digital transformation projects.
- Assist in maintaining and developing dashboards and reports using Power BI or similar tools.
- Help with data extraction, querying and reporting from SystmOne and data analysis tools.
- Support testing and rollout of new IT systems or processes.
Information Governance & Security
- Follow NHS information governance and cybersecurity policies.
- Ensure devices and systems are used securely and appropriately.
- Support basic compliance and IT governance activities.
GENERAL RESPONSIBILITIES
Competence
At no time should the post holder work outside their defined level of competence. If there are concerns regarding this, the post holder should immediately discuss them with the Senior Operations Manager. Employees have a responsibility to inform their manager if they doubt their own competence to perform a duty.
Supervision
Where the appropriate professional organisation details a requirement in relation to supervision, it is the responsibility of the post holder to ensure compliance with this requirement. If employees are in any doubt about the existence of such a requirement they should speak to their Manager.
Risk Management
It is a standard element of the role and responsibility of all staff that they fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards.
As an employee, the post holder is legally responsible for all records that they gather, create or use as part of their work (including patient health, financial, personal and administrative), whether paper based or on computer. All such records are considered public records, and the post holder has a legal duty of confidence to service users (even after an employee). The post holder should consult their manager if they have any doubt as to the correct management of records with which they work.
Health and Safety Requirements
All employees have a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions. The post holder is required to co-operate with management to enable SPCL to meet its own legal duties and to report any hazardous situations or defective equipment. The post holder must adhere to SPCL’s risk management, health and safety and associated policies.
Flexibility Statement The duties of the post are outlined in this job description and person specification and may be changed by mutual agreement from time to time.
Confidentiality The post holder must at all times be aware of the importance of maintaining confidentiality and security of information gained during the course of their duties. This will in many cases include access to personal information relating to service users. The post holder must treat all information whether corporate, staff or patient information in a discreet and confidential manner in accordance with the provisions of the General Data Protection Regulations and organisational policy. Promoting Diversity and Dignity at Work SPCL is committed to promoting diversity in employment and dignity at work. It recognises that discrimination and harassment is unacceptable and that it is in the best interests of SPCL and the population it serves to utilise the skills of the total workforce. The post holder must comply with and adhere to the equal opportunities and dignity at work policies. The post holder will be expected to act in accordance with the Code of Conduct and other terms of your Contract of Employment at all times. This job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post holder. Because of the nature of the work, this post is exempt from the provision (42) of the Rehabilitation of Offenders Act 1974 (Exemptions) Order 1975. The post holder will therefore be required to apply for a DBS check.
PERSON SPECIFICATION
Essential Skills & Experience
- Experience providing basic IT support in a business or healthcare environment.
- Good understanding of:
- Windows operating systems
- Microsoft 365
- Basic networking and connectivity troubleshooting
- Strong communication and customer service skills.
- Ability to prioritise workload and manage multiple tasks.
- Willingness to learn NHS systems and processes.
Desirable
- Experience working in Primary Care or NHS environments.
- Knowledge of SystemOne.
- Experience with NHS Smartcards.
- Exposure to Power BI or dashboard/reporting tools.
- Understanding of NHS information governance requirements.
Personal Qualities
- Friendly and approachable.
- Problem solver with attention to detail.
- Reliable and organised.
- Able to work independently and as part of a team.
- Positive attitude towards learning and digital innovation.
Benefits
- NHS Pension
- Training and development opportunities
- Supportive team environment
Job Types: Full-time, Permanent
Benefits:
- Company pension
- On-site parking
Work Location: In person
Job Types: Full-time, Permanent
Pay: £28,275.00 per year
Benefits:
- Company pension
- On-site parking
Work Location: In person
