ICT Remote Support Technician

NHS Hertfordshire and West Essex Integrated Care Board; Remote; GBP 25,000 - 35,000; Full time

Job summary

A local NHS organization based in Welwyn Garden City is seeking a service desk technician to provide support and maintenance for hardware and software across partner organizations. The ideal candidate will have excellent communication skills and the ability to work under pressure, focusing on customer service. This position requires the ability to respond promptly to requests, log interactions precisely, and contribute to team meetings. Join us to make a positive impact on the health services in the community.

Qualifications

• High levels of concentration and ability to work under pressure required.
• Aptitude to understand and support hardware and software across platforms.
• Transportation access is necessary for site visits.

Responsibilities

• Provide support and maintenance for hardware and software.
• Log all support interactions accurately through ITSM.
• Respond promptly to support requests.
• Participate in team meetings and personal development.

Skills

Service desk experience

Excellent communication skills

Technical and organizational skills

Ability to multi-task

Job description

Team members must have service desk experience and possess excellent communication skills and understand the importance of providing outstanding customer service with the ability to communicate effectively with a broad-spectrum customer base. In accordance with ITIL best practice for Request and Incident Management, investigate research and resolve the end user’s requests/incidents in a responsive manner. This may be achieved by physical site visit or remotely by accessing the user’s device.

Required to have high levels of concentration, often for long periods and work efficiently and professionally under pressure and unsupervised. The role requires strong technical and organisational skills with the ability to multi‑task prioritise, work unsupervised and make decisions while balancing the pressures of incoming and on‑going customer contacts.

Team members are expected to have the aptitude to understand, work and support hardware and software on various platforms/configurations together with providing solutions to enhance customer experience (e.g. contributing to knowledge bases on various platforms and provide training and guidance to customers on the use of IT, Software, Hardware and IT/Information Governance Policies).

Previous applicants need not apply.

Team members are expected, if required, to be able to work from any of the sites occupied by HBLICT or its customers.

The post holder is required to have access to transportation as travel from their base site to any supported sites in adjacent counties as required.

The role covers the hours of 08h00 – 17h00.

Main Duties

• Provide a wide range of services to support, fix and maintain hardware and software across HBLICT’s partner organisations. This includes, but is not limited to, attending sites and using remote tools to achieve prompt and effective resolution.
• Accurately log all support/service interactions through ITSM tool and processes.
• Respond promptly to requests for support/service in person, via inbound communication channels.
• Participate in regular team meetings.
• Attend and contribute to regular appraisal and personal development meetings.
• Manage incidents/requests agreed SLA/OLA and maximum efficiency.
• Undertake statutory and job specific training.

HBLICT has been established to provide comprehensive ICT services to six partner organisations, with each partner organisation having an equal say in the strategic direction of the ICT Service. HBLICT is not a legal entity and therefore is hosted by East & North Herts CCG who in turn are one of the six partnering organisations. HBLICT is a self‑funding organisation with an operational turnover of circa £10m per annum, which is derived from a recipe of income from six partner organisations, plus other NHS clients within the local health economy.

NHS Hertfordshire and West Essex Integrated Care Board (ICB) is the local NHS organisation that plans and oversees how NHS money is spent and makes sure health services work well and are of high quality.

The ICB's role is to join up health and care services, improve health and wellbeing and reduce health inequalities for the 1.5 million people who live in Hertfordshire and West Essex.

It's an exciting time for us and we're looking for people who enjoy working in a fast‑paced, vibrant environment that can help us achieve our aim.

So if you share our passion for people and want to make a positive change to their health and health services then we want to hear from you.

For further details / informal visits contact: Andrew Hatch, Senior Technician, Email: [e-mail], Telephone number: 07721400144