The duties and responsibilities to be undertaken by IT Support Assistant may include any or all of the 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.