Job Summary
We are seeking a proactive and reliable IT Support Assistant to provide first-line technical support and ensure a reliable, secure, and efficient operation of all IT and digital systems across the Health Centre. Reporting to the Practice Manager and working closely with external IT providers, this staff-facing role supports both clinical and non-clinical teams, helping to minimise service disruption and maintain optimal system performance. The ideal candidate will be a proactive problem-solver with strong organisational and communication skills, committed to maintaining a secure technological environment that supports the delivery of high-quality healthcare services. This role requires flexibility, adaptability, and a willingness to go the extra mile to troubleshoot and resolve issues across various areas of the Health Centre. If you're passionate about IT support and dedicated to helping others, we'd love to hear from you!
Main duties of the job
* Act as the initial point of contact for Health Centre staff seeking IT support, providing prompt resolution to technical issues to minimise service disruptions.
* Log, track, and manage IT support requests with external service providers (e.g., DELT), ensuring timely follow-up and resolution of issues.
* Provide frontline support for various IT systems, including PCs, laptops, printers, tablets, telephones, touchscreen kiosks, and card machines. Troubleshoot hardware, software, and network issues, escalating complex problems when necessary.
* Install, configure, and maintain IT hardware and software, ensuring systems are secure and fully operational across the organisation.
* Support the setup of new staff, including workstation preparation, account creation (Windows, SystmOne, NHS Mail, eConsult), and providing basic IT induction.
* Administer and maintain IT infrastructure, including routers, switches, firewalls, VPNs, and Microsoft 365 services (e.g., SharePoint, Teams, OneDrive).
* Monitor and maintain IT security by ensuring software updates, antivirus protection, and educating users on security best practices.
* Maintain the IT asset register, including logging and tagging equipment, and conducting regular audits to ensure accurate inventory.
* Perform regular system backups, health checks, and monitor network/server performance to ensure smooth operational continuity.
* Support clinical systems like SystmOne, offering staff training and troubleshooting assistance as a key user.
* Assist with IT-related projects such as system upgrades, migrations, and process automation.
* Ensure compliance with the Data Security and Protection Toolkit (DSPT) and other relevant IT policies and standards.
* Act as a point of contact for third-party vendors regarding warranty issues, procurement, and support claims.
* Contribute to the development and maintenance of IT documentation, training manuals, and user guidance to promote staff understanding and support.
* Relocate and reconfigure IT equipment during internal moves to ensure continued operational efficiency.
* Assist with the functionality of digital systems, such as waiting room displays, touchscreen kiosks, and meeting screen setup.
* Provide advice and solutions for technical issues, ensuring minimal recurrence.
* Assist with hardware and software installations, network/system issues, and monitor IT security alerts.
* Assist with ad-hoc IT tasks and projects as and when required, including complex queries, backups, and virus protection tasks.
* Develop expertise in clinical software, SystmOne, and become a key resource for staff training and support.
About Us
Mount Pleasant Health Centre (MPHC) is an innovative GP practice in Exeter City, caring for over 17,000 patients. We are one of the largest training practices in Devon, with GP partners who are trainers involved in education for student nurses, medical students, and doctor training posts. We have strong relationships with our league of friends charity and our Patient Participation Group, keeping us patient-focused. We are the Lead Practice of NEXUS Primary Care Network (PCN), consisting of five GP Practices and serving a population of 42,000 patients. We have several PCN ARRS staff on site at the health centre, providing a multidisciplinary working environment. We are a modern, dynamic practice balancing evolution with excellent family medicine.
Details
* Salary: £12.94 to £13.50 per hour
* Contract: Permanent
* Working pattern: Full-time
* Location: Mount Pleasant Health Centre, Mount Pleasant Road, Exeter, EX4 7BW
* Employer: Mount Pleasant Health Centre
* Employer\'s website: https://https://www.mountpleasanthealthcentre.co.uk/ (Opens in a new tab)
Job Description
Job responsibilities
* The Duties and Responsibilities to be undertaken by IT Support Assistant may include any or all items in the following list. This is not an exhaustive list, and duties may be varied from time to time under the direction of Practice Manager, dependent on current and evolving practice workload, staffing levels and business priorities.
* Act as the initial point of contact for Health Centre staff seeking IT support, providing prompt resolution to technical issues to minimise service disruptions.
* Log, track, and manage IT support requests with external service providers (e.g., DELT), ensuring timely follow-up and resolution of issues.
* Provide frontline support for various IT systems, including PCs, laptops, printers, tablets, telephones, touchscreen kiosks, and card machines. Troubleshoot hardware, software, and network issues, escalating complex problems when necessary.
* Install, configure, and maintain IT hardware and software, ensuring systems are secure and fully operational across the organisation.
* Support the setup of new staff, including workstation preparation, account creation (Windows, SystmOne, NHS Mail, eConsult), and providing basic IT induction.
* Administer and maintain IT infrastructure, including routers, switches, firewalls, VPNs, and Microsoft 365 services (e.g., SharePoint, Teams, OneDrive).
* Monitor and maintain IT security by ensuring software updates, antivirus protection, and educating users on security best practices.
* Maintain the IT asset register, including logging and tagging equipment, and conducting regular audits to ensure accurate inventory.
* Perform regular system backups, health checks, and monitor network/server performance to ensure smooth operational continuity.
* Support clinical systems like SystmOne, offering staff training and troubleshooting assistance as a key user.
* Assist with IT-related projects such as system upgrades, migrations, and process automation.
* Ensure compliance with the Data Security and Protection Toolkit (DSPT) and other relevant IT policies and standards.
* Act as a point of contact for third-party vendors regarding warranty issues, procurement, and support claims.
* Contribute to the development and maintenance of IT documentation, training manuals, and user guidance to promote staff understanding and support.
* Relocate and reconfigure IT equipment during internal moves to ensure continued operational efficiency.
* Assist with the functionality of digital systems, such as waiting room displays, touchscreen kiosks, and meeting screen setup.
* Provide advice and solutions for technical issues, ensuring minimal recurrence.
* Assist with hardware and software installations, network/system issues, and monitor IT security alerts.
* Assist with ad-hoc IT tasks and projects as and when required, including complex queries, backups, and virus protection tasks.
* Develop expertise in clinical software, SystmOne, and become a key resource for staff training and support.
Person Specification
Personal Qualities and Attributes
Essential
* Works effectively, independently, and as a member of a team
* Ability to remain calm and composed in high pressure situations
* Excellent inter-personal skills
* Willing to develop own skills and knowledge
* Able to diligently follow up actions to ensure completion
* Self-motivated and proactive
* Organised and able to juggle multiple tasks
Qualifications
* English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2
* Working knowledge of Microsoft Desktop OS
* In-depth level knowledge of core IT applications including Microsoft Office
* Good working knowledge MS Teams
* Good working knowledge of Microsoft 365 applications
* Working knowledge of Wi-Fi in a commercial environment
* An understanding of database structures and how data is used/stored
Experience
* At least two years of experience in an IT support role within the healthcare or education sector
* Practical IT experience of hardware, software and peripherals
* Ability to diagnose and resolve basic IT issues
* Experienced with MS Office
* Understanding of GDPR and DSPT compliance
* Stock control
* Experience in providing relevant technical support at the appropriate level
* Being able to interpret and communicate complex technical information to both technical and non-technical staff
* Organisational skills
* Good record keeping skills
* Proactive and self-motivated
* Ability to empathise, maintain professionalism, display patience and politeness
* Excellent problem-solving skills
Desirable
* Experience of SystmOne or other clinical systems
* Understanding of GDPR and DSPT compliance
* Familiarity with telecoms and VoIP systems
* Knowledge of various operating systems and applications
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.
Employer details
Mount Pleasant Health Centre, Mount Pleasant Road, Exeter, EX4 7BW
Employer's website: https://https://www.mountpleasanthealthcentre.co.uk/ (Opens in a new tab)
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