Digital Support Officer

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

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 8-12 hours.

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.

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…