Digital Support Officer

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.