Digital Support Officer in Truro

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.

Please note, we reserve the right to close the advert early should there be a significantly high level of applications. If you’re passionate about IT support and want to make a difference in healthcare, we’d love to hear from you.

Job responsibilities

• The Digital Support Officer provides first and second line support for the organisation's 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.
• Incident and Request Management: Log, prioritise, and resolve incidents and service requests using the service desk system.
• Device Installation and Maintenance: Install, configure, and maintain a range of digital equipment.
• User Onboarding and Offboarding: Support the setup and deactivation of user accounts, email access, and permissions.
• Technical Escalation and Troubleshooting: Escalate complex or unresolved technical issues to the Senior Digital Support Officer.
• System Maintenance and Security Compliance: Assist with routine system maintenance, software patching, and security updates.
• System Rollouts and Upgrade: Support the deployment of new systems, applications, and updates.
• Asset and Documentation Management: Maintain accurate records of IT assets, service desk tickets, and technical documentation.
• User Training and Digital Literacy: Provide basic training and guidance to users on digital tools and systems.
• Policy and Compliance Adherence: Ensure all digital activities comply with information governance, data protection regulations, and cyber security policies.
• Flexible Support Provision: Adapt to changing priorities and undertake a variety of technical support tasks as required.
• Collaboration with Digital Team: Work closely with the Senior Digital Support Officer and Head of Digital.
• Monitoring and Reporting: Contribute to the monitoring of system performance and user satisfaction.
• User-Centric Service Delivery: Maintain a customer-focused approach.
• Continuous Improvement: Identify recurring issues and suggest improvements.
• Support for Projects and Initiatives: Assist in the delivery of digital projects and initiatives.
• Proactive Problem Prevention: Monitor systems and user feedback to identify potential issues.
• Knowledge Sharing: Contribute to the development and maintenance of a knowledge base.
• Service Desk Administration: 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.

Qualifications

• IM&T computing and/or relevant experience.
• Relevant technical qualifications (e.g. CompTIA A+, Microsoft certifications, ITIL Foundation) or equivalent experience.
• 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 to check for any previous criminal convictions.