Digital Health System Support Engineer – Band 5 

Location: Norwich

Department: Digital Health

Job Type: Temporary 

Duration of booking: Expected to last 4 months with possible extension

Proposed start date: ASAP

Pay Rates:  £17.35 per hour PAYE inclusive of holiday pay

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am – 5.30pm occasional weekend work on a flat rate basis

Sector: Healthcare 

Based: Office / Hospital 

Job Purpose

The post holder will work within the Trust’s Digital Health department, providing effective support for the delivery of IT services and systems. This includes supporting hardware, core systems, applications, operating systems, web services, and networking infrastructure. Working as part of a team, the post holder will act as an essential interface between users and technical service providers, ensuring effective resolution of issues and enabling staff to maximise use of available digital tools.

All duties must be carried out in alignment with NNUH’s PRIDE values (People Focused, Respect, Integrity, Dedication, Excellence) and contribute to a safe, compassionate, and inclusive healthcare environment.

Key Responsibilities

User Support & Issue Resolution

• Manage and respond promptly to user requests for assistance through the Helpdesk or other channels.
• Support users experiencing difficulties with systems, software, or equipment, including escalations from junior staff.
• Act as liaison between users and service providers for issues not immediately resolvable, applying appropriate priority-setting and escalation procedures.
• Handle complaints professionally and ensure timely communication and resolution.
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• Apply expert judgement to diagnose underlying causes of non-standard issues and implement suitable solutions or workarounds.

Operational Duties

• Monitor incident trends, resolution times, and user feedback, suggesting improvements where appropriate.
• Complete routine system housekeeping tasks according to schedules.
• Provide immediate troubleshooting for peripheral devices (printers, scanners, barcode readers) and liaise with suppliers when required.
• Review and develop operational procedures to ensure efficient support for hardware and software environments.
• Participate in the weekend backup rota and provide on-site support at offsite NNUH locations (full driving licence required).

Line Management & Asset Management

• Support the 1st Line Digital Service Desk team through knowledge sharing and skills development.
• Ensure proper care of Trust digital assets and follow correct reporting and asset management processes for any damage, loss, or theft.

Other Requirements

• Equipment deployment (laptops/desktops).
• Strong customer service skills.
• Ability to work independently with minimal supervision.