Digital Support Technician (ITSM)

Job description

Job responsibilities

Primary Role: IT Service Management (ITSM)

• Implement and manage IT service management processes, including incident management, risk registers and change management, in accordance with ITIL best practices.
• Serve as the primary point of contact for all IT-related issues and requests from the 22 GP practices and the PCN CIC, ensuring high levels of stakeholder satisfaction.
• Liaise with IT vendors and service providers to manage service level agreements (SLAs) and ensure the delivery of high-quality IT services.
• Develop and maintain an IT service catalogue, clearly outlining the IT services available to the GP practices and the PCN CIC.
• Conduct regular IT service reviews with key stakeholders, gathering feedback to drive continuous improvement in IT service delivery.

Secondary Role: Digital Transformation

• Support the Digital Transformation Manager in executing digital transformation projects across the borough.
• Assist in the identification and implementation of innovative digital solutions that enhance patient care and streamline operational processes.
• Engage with stakeholders to understand their digital needs and challenges, proposing solutions that align with the broader digital strategy and capabilities of the PCN CIC.
• Be capable of providing informal training sessions for staff across the 22 GP practices on new digital tools and technologies, ensuring high levels of adoption and proficiency.
• Monitor and report on the progress of digital transformation initiatives, providing insights and recommendations for continuous improvement.
• Champion best practice in data management and cyber security.
• Work closely with the Digital & Information Governance Committee to ensure that all systems comply with relevant data protection and privacy regulations.

Secondary Role: Clinical System Support

• Good understanding of primary care clinical systems in current use, be capable of resolving/signposting issues in a timely and efficient manner.
• Coordinate with clinical system vendors to manage updates, patches, and system enhancements, ensuring minimal disruption to service operations.
• Develop/locate and maintain comprehensive documentation for all clinical systems, including user manuals, troubleshooting guides, and FAQs.

Qualifications and Skills:

• Experience in IT support, preferably in a healthcare setting.
• Strong understanding of clinical systems and digital healthcare solutions.
• Knowledge of IT service management frameworks, such as ITIL.
• Excellent communication and stakeholder engagement skills.
• Ability to train and support non-technical users in the adoption of digital tools.
• Problem-solving mindset, with a focus on continuous improvement.

This role is central to supporting the digital infrastructure of the primary care network, requiring a combination of technical proficiency, stakeholder management skills, and an understanding of the healthcare sector.

Working Hours & Location

The post holder will be required to work 37.5 hours a week. The role will be based at Sutton PCN sites and GP Practices within the London Borough of Sutton.

Equality & diversity

The post-holder will support the equality, diversity and rights of all those around them and to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, other staff and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

Personal & professional development

• The post-holder will be supported with regular performance management reviews.
• The post-holder will be expected to take responsibility for their own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work.
• Some training may need to be undertaken outside of normal working hours and off site.

Quality & governance

The post-holder will strive to maintain quality within the PCNs and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Effectively manage own time, workload and resources.

General

This job description reflects the current situation. It is subject to review and updating in the light of changing service needs. Details may be changed in consultation with the role holder and/or reviewed at their annual appraisal.

Job descriptions are not designed to be all-inclusive although they will, as far as practicable, be a reasonably accurate and understandable specification of duties. The nature of the organisation demands a flexible approach to provide efficient and modern services to our patients. This job description may be amended by the PCNs and the post holder may be required to carry out additional or other duties as may be reasonably required.

This job description may be subject to periodic review and amendment in consultation with the postholder.

EQUALITY ACT 2010

Please note that some flexibility may be exercised in the application of the criteria outlined above where a disabled candidate covered by this Act is unable to meet certain parts of the specification by reason of their disability. If you believe this applies to you please outline the details on your application form. Each case will be assessed on an individual basis at shortlisting and/or interview with advice from Human Resources.

Person Specification

Qualifications

Desirable

• Degree level education or equivalent in IT/Digital related field.

Experience

Desirable

• Knowledge of IT systems such as EMIS, Apex, NHS App and AccuRx.
• In-depth understanding of wider systems IT infrastructure. Including MS Office 365.
• Experience in implementing change.
• Advanced Microsoft Excel skills.

Personal Attributes

Essential

• Ability to problem solve.
• Vision to support the improvement of patient services by providing a high-quality IT insight and delivery.
• Committed to continuous improvement of IT and clinical systems to improve efficiency and patient care.
• Highly motivated, confident and enthusiastic self-starter.
• Strong team working and an ability to recognise the contribution of others.
• Able to plan time effectively.

Desirable

• Able to quantify and balance competing project requirements.
• Ability to make decisions autonomously, when required, on issues relating to core business.
• Resilience and confidence in own ability.
• The ability to think innovatively.

Communication Skills

Essential

• Excellent communication and presentation skills.
• Ability to work in collaboration with others to achieve results.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Sutton Primary Care Networks

Address

Sutton Primary Care Networks

Railway Approach

Wallington

Surrey

SM6 0DZ