ICT Remote Support Technician

NHS Hertfordshire and West Essex Integrated Care Board; Welwyn Garden City; Remote; GBP 30,000 - 40,000; Full time

Job summary

A regional healthcare organization in Welwyn Garden City is looking for a team member to provide IT support. This role requires service desk experience and excellent communication skills. Responsibilities include logging support interactions, responding to requests, and resolving hardware and software issues. Candidates should be able to work under pressure and have good organizational skills. Access to transportation for site visits is necessary.

Qualifications

• Experience in ITIL best practices for Request and Incident Management.
• Ability to communicate effectively with a broad customer base.
• Aptitude to understand and support hardware and software.

Responsibilities

• Provide support for hardware and software across partner organisations.
• Log all interactions accurately through ITSM tools.
• Respond promptly to requests for support in person and via communication channels.

Skills

Service desk experience

Excellent communication skills

Strong technical and organizational skills

Ability to multi-task and prioritize

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‑specimen 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 providing 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 08:00 – 17:00.

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 tools 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 maximize efficiency.
• Undertake statutory and job specific training.

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

For further information please contact Senior Technician Andrew Hatch [e-mail] 07721400144