Digital Support Officer

NHS; Nottingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare organization in Nottingham seeks a Digital Support Officer to provide day-to-day IT support and enhance the digital experience for staff. The role involves managing user accounts, communicating cybersecurity practices, and troubleshooting software issues, requiring strong IT skills and effective communication abilities.

Qualifications

• Experience of working in a similar role.
• Good understanding of operating systems and software applications.
• Ability to troubleshoot basic IT issues.

Responsibilities

• Supporting day-to-day IT queries and managing user accounts.
• Communicating cybersecurity updates and maintaining asset registers.
• Troubleshooting software issues and enhancing digital tool adoption.

Skills

IT support

Troubleshooting

Communication

Team collaboration

Planning and organization

Education

Experience in a digital/IT support role

Tools

Microsoft Office

Teams

SharePoint

Job description

The Digital Support Officer will be crucial in providing day-to-day digital support and assistance to the NEMS workforce, ensuring the effective utilisation of our digital systems and tools.

Key responsibilities include promoting digital adoption, delivering system-specific support (such as managing user accounts and access rights), and supporting the maintenance and smooth running of digital platforms.

This role is focused on enhancing the digital experience for staff, working to ensure that digital tools empower rather than hinder their work, through activities like resolving IT queries, troubleshooting software issues, and facilitating the use of Office 365 applications.

The role requires the ability to manage multiple tasks simultaneously in a fast-paced environment, including supporting patching compliance and software upgrades, maintaining asset registers, and communicating important system information to staff.

Collaboration is essential, with the post holder liaising with Nottinghamshire Health Informatics Service (NHIS) to escalate IT issues and support system testing, all while working closely under the guidance of the Digital Systems Support Officer

Main duties of the job

Main Duties of The Role

• Support with day-to-day IT queries as they arise
• Creation of new user accounts for NEMS administered systems in line with new stater processes
• Removal of NEMS administered system access in line with leavers processes
• Management of access to existing and new shared mailboxes within NHSmail
• Support with patching compliance and software upgrades as appropriate
• Assist in communicating cybersecurity updates and best practices to staff
• Asset management and asset register maintenance
• Ensure colleagues are aware of faults, progress and scheduled maintenance of hardware or systems
• Liaise with Nottinghamshire Health Informatics Service (NHIS) as required to log IT issues and fixes
• Liaise with NEMS colleagues to agree & plan downtime for systems and/or telephony as required
• Support the Digital Systems Support Officer with upgrade testing in UAT and Live environments
• End user training of digital system access
• Troubleshoot common software and system problems
• Supporting adoption & utilisation of Office 365 functionalities including Teams, SharePoint, Intranet
• Produce user guides and documents as required
• Ongoing housekeeping of systems as advised by the Digital Systems Support Officer
• Liaise as appropriate with suppliers providing support services to NEMS, including NHIS
• Support with project delivery and business change activities

About us

NEMS CBS is a high quality, high performing, not-for-profit organisation which delivers integrated Urgent Care and Urgent Primary Care services to over 1 million patients. Responsive, adaptable, and continually evolving, we have a reputation for delivering locally tailored, safe, effective, and cost-efficient services with high levels of patient satisfaction. We are committed to investing in our people and have an established programme of learning and development, successfully developing our own Urgent Care Practitioners and Advanced Clinical Practitioners.

NEMS currently operates 3 main services: (1) Integrated Urgent Care across Nottingham & Nottinghamshire, including home visiting, remote consultation, and clinical assessment services; (2) Urgent Treatment Centre provision located beside the ED Department at QMC, (3) A 24-hour walk-in Urgent Primary Care service at Kings Mill Hospital ED, Mansfield.

Job responsibilities

The Digital Support Officer will be crucial in providing day-to-day digital support and assistance to the NEMS workforce, ensuring the effective utilisation of our digital systems and tools.

Key responsibilities include promoting digital adoption, delivering system-specific support (such as managing user accounts and access rights), and supporting the maintenance and smooth running of digital platforms.

This role is focused on enhancing the digital experience for staff, working to ensure that digital tools empower rather than hinder their work, through activities like resolving IT queries, troubleshooting software issues, and facilitating the use of Office 365 applications.

The role requires the ability to manage multiple tasks simultaneously in a fast-paced environment, including supporting patching compliance and software upgrades, maintaining asset registers, and communicating important system information to staff.

Collaboration is essential, with the post holder liaising with Nottinghamshire Health Informatics Service (NHIS) to escalate IT issues and support system testing, all while working closely under the guidance of the Digital Systems Support Officer

Person Specification

Qualifications

• Experience of working in a similar role
• Additional specialist knowledge relevant to post
• Evidence of on-going personal development

Planning and Organisation

• Ability to work autonomously, planning and organising tasks effectively
• Manage workload and competing demands effectively, prioritising and handling urgent requests to meet service need
• Ability to problem solve, work on own initiative and identify solutions

Experience

• Knowledge of Microsoft Office applications and functionalities
• Experience of Teams & SharePoint capabilities and support
• Previous experience in a digital/IT support role
• Good understanding of common operating systems, software applications, and hardware
• Ability to troubleshoot basic IT issues
• Ability to create solutions to problems
• Network effectively and build relationships
• Confident in deciding when to escalate issues
• Ability to critique and improve existing processes
• Excellent written and verbal communication skills to effectively convey requirements and changes
• Previous experience in a role of a similar level
• Knowledge and experience of working within provider services
• An understanding of data and reporting from information systems e.g. SystmOne, Adastra
• Knowledge of clinical IT systems, particularly Adastra and SystmOne are desirable
• An understanding of National Information Security Requirements

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.