Main duties of the job
The Digital Services team are working to fully realise the digital transformation ambitions of our practices and patients, including developing enhanced analytics platforms, centralised reporting frameworks, online optimisation to improve patient access, automated and AI powered workflows and many more.
Job responsibilities
Key Responsibilities and Duties
A. IT Service Management (ITSM)
Provide first-line and operational IT support following ITIL aligned processes.
Log, triage, resolve, and escalate tickets via the PCNs service desk tools.
Triaging appropriate tickets to SWL GP IT/iMicro and maintaining clear documentation.
Maintain service standards, SLAs, and high satisfaction across staff and teams.
Support IT change processes, risk logs, and routine IT service reviews.
B. Technical Support & Operations
Provide on-site and remote technical support for staff, including:
- Workstation setup
- General hardware configuration and troubleshooting
- Meeting room equipment, screens, and AV setup
- Basic network/Wi-Fi troubleshooting
Maintain IT cupboards and shared equipment areas, ensuring devices are organised, updated, and ready for use.
Support email account setup, mailbox management, distribution lists, and permissions.
Support phone system configuration, SIM management, mobile device setup, and handset troubleshooting.
Complete all IT elements of induction and offboarding processes, including:
- Account creation (NHSmail, O365, clinical systems, telephony)
- Hardware allocation
- Access rights and permissions
- Recovery of assets and decommissioning
Ensure access is granted and removed in line with DSPT and IG requirements.
Job Description IT Technician (2026). Sutton Primary Care Networks Community Interest Company.
D. Asset & License Management
Maintain an accurate asset register including:
- Laptop/desktop tracking
- Peripherals and shared resources
Support auditing of hardware, software licensing, and assigned user access.
Report on stock levels and manage procurement requests.
E. SharePoint & Microsoft 365 Support
Provide first‑line support for SharePoint permissions, access, and site maintenance.
Support staff with basic file management, folder permissions, and team sites.
Assist in small‑scale enhancements, ensuring adherence to NHS information governance and data‑sharing rules.
Assist the Digital Services team with deployment of new digital tools and improvement initiatives.
Provide light‑touch and signposting training to staff on IT systems and digital processes.
Support adherence to data security practices and cyber hygiene.
Support setup, troubleshooting and management of IT equipment for business and community events.
G. Local Practice Support & Occasional Travel
Provide on‑site support across Sutton practices when required.
Attend practices during infrastructure upgrades (Wi‑Fi, equipment installations, Enhanced Access sessions).
Work collaboratively with site managers to minimise disruption to patient and business services.
Qualifications and Skills
Experience providing first-line or operational IT support in a multi‑site environment.
Understanding of NHS primary care digital systems (EMIS desirable).
Strong familiarity with Microsoft 365, Windows 10/11, and standard productivity tools.
Ability to troubleshoot hardware, software and network issues.
Strong problem‑solving skills and attention to detail.
Strong communication skills and ability to support non‑technical users.
Ability to train and support non‑technical users in the adoption of digital tools.
Ability to manage time and prioritise workloads effectively.
Commitment to high‑quality service and continuous improvement.
Experience in NHS, primary care or similar regulated environments.
Knowledge of ITIL, cyber security and information governance principles.
Experience with telephony systems and Microsoft SharePoint administration.
Experience with asset management (ITAM) and processes.
Person Specification
Experience
- In-depth understanding of wider systems IT infrastructure. Including MS Office 365.
- Vision to support the improvement of services by providing a high‑quality IT insight and delivery.
- Able to quantify and balance competing project requirements.
- Experience in implementing change.
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.
£30,887.50 a year£30,887.50 per annum pro rata part‑time
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