IT Support Officer

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., 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 SystemOne 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 and reporting from SystemOne and other systems.
• 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.

Records Management 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.

Do you have experience in Windows?, 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., 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.

Pulled from the full job description

• Company pension
• On-site parking