ICT Remote Support Technician

NHS; Welwyn Garden City; Remote; GBP 31,000 - 38,000; Full time

Job summary

A prominent regional healthcare provider is seeking an ICT Remote Support Technician to provide technical support for hardware and software across partner organisations. Key responsibilities include troubleshooting, logging support requests, and offering training to end-users. The ideal candidate will possess a relevant degree or equivalent experience, strong communication skills, and the ability to work under pressure. Salary ranges from £31,049 to £37,796 per annum plus 5% HCA.

Benefits

5% High Cost Area allowance

Qualifications

• Educated to degree level in a relevant subject or equivalent experience.
• Knowledge of administrative procedures and project management.
• Ability to communicate complex information effectively.

Responsibilities

• Provide technical support for hardware and software issues.
• Diagnose and rectify faults, communicating with suppliers as necessary.
• Log support interactions accurately through ITSM tools.

Skills

Service desk experience

Excellent communication skills

Technical troubleshooting

Problem-solving skills

Education

Degree in relevant subject or equivalent experience

Tools

Remote Desktop

IT Service Management tool

Microsoft Office Suite

Job description

Go back NHS Hertfordshire and West Essex Integrated Care Board (468)

ICT Remote Support Technician

The closing date is 24 September 2025

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.

Main duties of the job

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

About us

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.

Job responsibilities

• Identifying, diagnosing and rectifying hardware and software faults, including liaising with suppliers if necessary
• Using software updates and patches, management consoles for encryption and anti-virus, and multi team liaison
• Ability to analyse data and determine trends or potential problems and anomalies (e.g. IT Service)
• Create and provide solutions to end users based on incoming data from technical and non-technical sources
• Undertake initial assessments and triage covering a variety and often complex range of IT issues across a broad spectrum of software, hardware and administration using high level of broad based generalist knowledge and experience
• Identifying, working with and escalating incidents and service requests to relevant other support teams based on incoming data from technical and non-technical sources
• Proactively identifies and resolves data quality issues within IT Service Management tool
• Provide advice to end-users and colleagues on the specifications of new hardware and software
• Provide basic user training on peripheral devices for connecting remotely to the Organisational Network
• Using Remote Desktop and Terminal services
• Installation and configuration of new PCs, peripherals, mobile phones and printers
• Installation and configuration of end user devices operating systems, as well as Microsoft Office suite, applications and utilities.

Person Specification

Knowledge, Training and Experience

• Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
• Knowledge of administrative procedures, project management or information analysis
• Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills

Analytical

• Problem solving skills and ability to respond to sudden unexpected demands

Experience of working in a fast-paced customer facing environment

• The ability to multitask, deliver technical solutions and work well under pressure in a fast-paced environment

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.

Employer name

NHS Hertfordshire and West Essex Integrated Care Board (468)

£31,049 to £37,796 a yearper annum plus 5% HCA