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.
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.
Details
Date posted
04 September 2025
Pay scheme
Agenda for change
Band
Band 5
Salary
31,049 to 37,796 a year per annum plus fringe allowance
Contract
Fixed term
Duration
6 months
Working pattern
Full-time
Reference number
468-HWE476
Job locations
Charter House
Parkway
Welwyn Garden City
AL8 6JL
Job description
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.

Job description
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
Essential

• 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

Communication skills
Essential

• Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills

Analytical
Essential

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

Autonomy
Essential

• Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales

Person Specification
Knowledge, Training and Experience
Essential

• 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

Communication skills
Essential

• Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills

Analytical
Essential

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

Autonomy
Essential

• Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales

Skills Required