At a Glance
- Tasks: Provide hands-on IT support and solve tech issues for healthcare services.
- Company: Join Kernow Health CIC, a community-focused organisation improving healthcare in Cornwall.
- Benefits: Enjoy NHS pension, competitive leave options, and professional development opportunities.
- Other info: Flexible hybrid working with opportunities for career growth.
- Why this job: Make a real impact in healthcare while developing your tech skills.
- Qualifications: Experience in IT support and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 € per year.
We are 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
- 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.
- 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 8-12 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.
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.
Job responsibilities
- Provide responsive day-to-day technical support for hardware, software, and digital systems.
- Log, prioritise, and resolve incidents and service requests using the service desk system.
- Install, configure, and maintain a range of digital equipment.
- Support the setup and deactivation of user accounts, email access, and permissions.
- Escalate complex or unresolved technical issues to the Senior Digital Support Officer.
- Assist with routine system maintenance, software patching, and security updates.
- Support the deployment of new systems, applications, and updates.
- Maintain accurate records of IT assets, service desk tickets, and technical documentation.
- Provide basic training and guidance to users on digital tools and systems.
- Ensure all digital activities comply with information governance, data protection regulations, and cyber security policies.
- Adapt to changing priorities and undertake a variety of technical support tasks as required.
- Work closely with the Senior Digital Support Officer and Head of Digital.
- Contribute to the monitoring of system performance and user satisfaction.
- Maintain a customer-focused approach.
- Identify recurring issues and suggest improvements.
- Assist in the delivery of digital projects and initiatives.
- Monitor systems and user feedback to identify potential issues.
- Contribute to the development and maintenance of a knowledge base.
- Ensure the service desk system is kept up to date.
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 in 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.
Digital Support Officer in Cornwall employer: KERNOW HEALTH CIC
Kernow Health CIC is an exceptional employer, offering a dynamic work environment in Cornwall where you can make a tangible impact on frontline healthcare services. With a strong focus on employee development through access to training and professional growth opportunities, alongside a competitive benefits package including the NHS Pension Scheme and flexible working arrangements, we foster a supportive culture that values innovation and collaboration. Join us to be part of a community-driven organisation dedicated to enhancing primary care across Cornwall.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Support Officer in Cornwall
✨Tip Number 1
Get your networking skills sharp! Brush up on your troubleshooting techniques and make sure you can talk the talk when it comes to IT support. We want to see you confidently diagnosing issues and providing solutions.
✨Tip Number 2
Practice your customer service skills! Remember, it's all about helping users feel supported. Show us how you can turn a frustrating tech issue into a smooth experience for them.
✨Tip Number 3
Be ready to showcase your hands-on experience! Whether it's installing devices or managing service desk tickets, we want to hear about your real-world problem-solving adventures in IT.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to get noticed and show us you're serious about joining our Digital Team. We can't wait to see your application!
We think you need these skills to ace Digital Support Officer in Cornwall
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your IT support experience, troubleshooting skills, and any relevant qualifications to show us you're the right fit for the Digital Support Officer role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about digital support and how you can make a difference in our team. Share specific examples of how you've solved problems in the past and how that aligns with our mission at Kernow Health.
Showcase Your Customer Service Skills:Since this role is all about providing top-notch support, emphasise your customer service experience. Let us know how you've gone above and beyond to help users in previous roles, as this will resonate well with our focus on user-centric service delivery.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows us you're keen to join our team at Kernow Health!
How to prepare for a job interview at KERNOW HEALTH CIC
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around hardware, software, and networking fundamentals. Be ready to discuss your experience with troubleshooting and any relevant IT qualifications you have, like CompTIA or Microsoft certifications.
✨Show Off Your Customer Service Skills
As a Digital Support Officer, you'll be the go-to person for users needing help. Prepare examples of how you've provided excellent customer service in past roles. Think about specific situations where you resolved issues effectively and kept users happy.
✨Familiarise Yourself with the Company
Do some homework on Kernow Health CIC and their services. Understanding their mission and how your role fits into supporting frontline healthcare will show your genuine interest and help you connect your skills to their needs during the interview.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that test your problem-solving abilities. Practice articulating your thought process when diagnosing and resolving technical issues, as well as how you would handle user onboarding and offboarding.
