Job summary
Were looking for a motivated and customer focused Digital Support Officer to join our Digital Team. You will provide first and second-line IT support across the organisation, helping ensure systems, devices, and infrastructure run smoothly to support frontline healthcare services. This is a varied and hands on role where no two days are the same, perfect for someone who enjoys problem-solving and making a real impact.
Location: Cornwall (Hybrid based at Cudmore House with travel across sites)
Hours: Full-time (37.5 hours per week) Permanent
Main duties of the job
Key Responsibilities
Deliver day-to-day technical support (in person, remote, and phone), diagnose and resolve hardware, software, and network issues, install, configure, and maintain IT equipment (PCs, laptops, printers, mobile devices), manage service desk tickets ensuring timely resolution and escalation where needed, support user onboarding and offboarding including accounts and access, assist with system updates, upgrades, and digital deployments, maintain IT asset records and documentation, provide basic user training and promote digital best practice, and ensure compliance with data protection, cyber security, and IT policies.
About You
Essential: experience in an IT or digital support role, strong troubleshooting and customer service skills, knowledge of networking fundamentals and device management, relevant IT qualifications or equivalent experience (such as CompTIA, Microsoft, ITIL), and understanding of remote access tools and IT systems. Desirable: experience supporting clinical systems or Electronic Patient Records (EPR) and a degree in a relevant subject.
Working Pattern
Hybrid working with participation in a 7-day rota including approximately 50% weekend cover, with shifts between 812 hours.
About us
Kernow Health CIC is a Community Interest Company supporting General Practice and delivering Primary Care Services at scale across Cornwall. Established in 2011 by a group of Cornwall practices, we deliver several NHS contracts, including:
- Cornwall 111 Integrated Urgent Care Service
- School Immunisation Programme
- Children's Eating Disorder Service
- Cornwall Primary Care Training Hub
- Special Allocation Scheme
All profits are reinvested to benefit primary care across Cornwall, supporting sustainable and locally responsive healthcare.
Why Join Us?
- Access to NHS Pension Scheme.
- Competitive annual leave with buy/sell options.
- Competitive sickness, maternity and paternity provisions.
- Employee benefits programme via Vivup.
- Access to training and professional development through the Cornwall Primary Care Training Hub.
Please note, we reserve the right to close the advert early should there be a significantly high level of applications.
We recognise that AI is becoming part of daily life, and you may choose to use it to help prepare your application. We welcome innovation but ask that anything you submit reflects your own abilities, experience, and voice. AI can support how you describe your skills and experience, but it should never replace your own words as we want to get to know you.
If you're passionate about IT support and want to make a difference in healthcare, wed love to hear from you.
Job description
Job responsibilities
My role helps deliver patient care by
The Digital Support Officer provides first and second line support for the organisations digital systems, devices, and infrastructure, ensuring staff receive timely, high-quality technical assistance.
The postholder will help maintain reliable digital services across the organisation, working closely with the Senior Digital Support Officer and Head of Digital to support system improvements, deployments, and digital transformation initiatives.
The postholder will deputise for the Senior Digital Support Officer as required.
Primary duties and responsibilities:
- Technical Support Delivery: Provide responsive day-to-day technical support for hardware, software, and digital systems. Support is delivered in person, over the phone, or remotely, ensuring minimal disruption to users and maintaining service continuity.
- Incident and Request Management: Log, prioritise, and resolve incidents and service requests using the service desk system, adhering to agreed service level agreements (SLAs) and escalating where necessary to ensure timely resolution.
- Device Installation and Maintenance: Install, configure, and maintain a range of digital equipment including PCs, laptops, printers, and mobile devices, ensuring all hardware is secure, functional, and up to date.
- User Onboarding and Offboarding: Support the setup and deactivation of user accounts, email access, and permissions in line with organisational protocols, ensuring a smooth transition for new starters and leavers.
- Technical Escalation and Troubleshooting: Escalate complex or unresolved technical issues to the Senior Digital Support Officer, assisting in root cause analysis and contributing to long-term solutions.
- System Maintenance and Security Compliance: Assist with routine system maintenance, software patching, and security updates to ensure digital infrastructure remains secure and compliant with internal and external standards.
- System Rollouts and Upgrade: Support the deployment of new systems, applications, and updates under the guidance of senior digital team members, ensuring minimal disruption to users.
- Asset and Documentation Management: Maintain accurate records of IT assets, service desk tickets, and technical documentation to support audit readiness and operational transparency.
- User Training and Digital Literacy: Provide basic training and guidance to users on digital tools and systems, promoting best practices in IT usage and cyber security awareness.
- Policy and Compliance Adherence: Ensure all digital activities comply with information governance, data protection regulations, and cyber security policies, maintaining the integrity and confidentiality of data.
- Flexible Support Provision: Adapt to changing priorities and undertake a variety of technical support tasks as required, demonstrating flexibility and a proactive approach to service delivery.
- Collaboration with Digital Team: Work closely with the Senior Digital Support Officer and Head of Digital to align support activities with broader digital strategies and service improvements.
- Monitoring and Reporting: Contribute to the monitoring of system performance and user satisfaction, providing feedback and data to inform service enhancements.
- User-Centric Service Delivery: Maintain a customer-focused approach, ensuring users receive timely, courteous, and effective support that enhances their digital experience.
- Continuous Improvement: Identify recurring issues and suggest improvements to processes, systems, or training to enhance the efficiency and effectiveness of the digital support function.
- Support for Projects and Initiatives: Assist in the delivery of digital projects and initiatives, contributing technical expertise and user insight to ensure successful implementation.
- Proactive Problem Prevention: Monitor systems and user feedback to identify potential issues before they escalate, implementing preventative measures where possible.
- Knowledge Sharing: Contribute to the development and maintenance of a knowledge base, sharing solutions and best practices with colleagues to support team learning.
- Service Desk Administration: Ensure the service desk system is kept up to date with accurate, detailed, and timely information to support effective case management and reporting.
You will be expected to carry out any other duties that may reasonably be required in line with your main duties, as directed by your line manager.
Job description
Job responsibilities
My role helps deliver patient care by
The Digital Support Officer provides first and second line support for the organisations digital systems, devices, and infrastructure, ensuring staff receive timely, high-quality technical assistance.
The postholder will help maintain reliable digital services across the organisation, working closely with the Senior Digital Support Officer and Head of Digital to support system improvements, deployments, and digital transformation initiatives.
The postholder will deputise for the Senior Digital Support Officer as required.
Primary duties and responsibilities:
- Technical Support Delivery: Provide responsive day-to-day technical support for hardware, software, and digital systems. Support is delivered in person, over the phone, or remotely, ensuring minimal disruption to users and maintaining service continuity.
- Incident and Request Management: Log, prioritise, and resolve incidents and service requests using the service desk system, adhering to agreed service level agreements (SLAs) and escalating where necessary to ensure timely resolution.
- Device Installation and Maintenance: Install, configure, and maintain a range of digital equipment including PCs, laptops, printers, and mobile devices, ensuring all hardware is secure, functional, and up to date.
- User Onboarding and Offboarding: Support the setup and deactivation of user accounts, email access, and permissions in line with organisational protocols, ensuring a smooth transition for new starters and leavers.
- Technical Escalation and Troubleshooting: Escalate complex or unresolved technical issues to the Senior Digital Support Officer, assisting in root cause analysis and contributing to long-term solutions.
- System Maintenance and Security Compliance: Assist with routine system maintenance, software patching, and security updates to ensure digital infrastructure remains secure and compliant with internal and external standards.
- System Rollouts and Upgrade: Support the deployment of new systems, applications, and updates under the guidance of senior digital team members, ensuring minimal disruption to users.
- Asset and Documentation Management: Maintain accurate records of IT assets, service desk tickets, and technical documentation to support audit readiness and operational transparency.
- User Training and Digital Literacy: Provide basic training and guidance to users on digital tools and systems, promoting best practices in IT usage and cyber security awareness.
- Policy and Compliance Adherence: Ensure all digital activities comply with information governance, data protection regulations, and cyber security policies, maintaining the integrity and confidentiality of data.
- Flexible Support Provision: Adapt to changing priorities and undertake a variety of technical support tasks as required, demonstrating flexibility and a proactive approach to service delivery.
- Collaboration with Digital Team: Work closely with the Senior Digital Support Officer and Head of Digital to align support activities with broader digital strategies and service improvements.
- Monitoring and Reporting: Contribute to the monitoring of system performance and user satisfaction, providing feedback and data to inform service enhancements.
- User-Centric Service Delivery: Maintain a customer-focused approach, ensuring users receive timely, courteous, and effective support that enhances their digital experience.
- Continuous Improvement: Identify recurring issues and suggest improvements to processes, systems, or training to enhance the efficiency and effectiveness of the digital support function.
- Support for Projects and Initiatives: Assist in the delivery of digital projects and initiatives, contributing technical expertise and user insight to ensure successful implementation.
- Proactive Problem Prevention: Monitor systems and user feedback to identify potential issues before they escalate, implementing preventative measures where possible.
- Knowledge Sharing: Contribute to the development and maintenance of a knowledge base, sharing solutions and best practices with colleagues to support team learning.
- Service Desk Administration: Ensure the service desk system is kept up to date with accurate, detailed, and timely information to support effective case management and reporting.
You will be expected to carry out any other duties that may reasonably be required in line with your main duties, as directed by your line manager.
Person Specification
Experience
Essential
- Server room/networking/CCNA
- Experience providing IT or digital support in a professional environment
- Understanding of networking fundamentals, remote access, and device management tools
- Strong troubleshooting and customer service skills
Qualifications
Essential
- IM&T computing and/or relevant experience
- PAT testing qualification
- Relevant technical qualifications (e.g. CompTIA A+, Microsoft certifications, ITIL Foundation) or equivalent experience
Desirable
- Degree level education in a relevant subject
Person Specification
Experience
Essential
- Server room/networking/CCNA
- Experience providing IT or digital support in a professional environment
- Understanding of networking fundamentals, remote access, and device management tools
- Strong troubleshooting and customer service skills
Qualifications
Essential
- IM&T computing and/or relevant experience
- PAT testing qualification
- Relevant technical qualifications (e.g. CompTIA A+, Microsoft certifications, ITIL Foundation) or equivalent experience
Desirable
- Degree level education in a relevant subject
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.
