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NB: This vacancy closed to applications on 16/12/2018.

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Remote Support Technician

Job Reference: 468-ENH116-A

East and North Herts CCG
IT Support
Charter House, Welwyn Garden City
£24,174 - £31,088 pa



Remote Support Technician


Band: B5


Full Time 37.5 hours per week


Location/Base: Charter House, Welwyn Garden City


Directorate: ICT – Customer Services - IT Support


Reporting to: Customer Services Team Leader


HBL-ICT Shared Services (HBL-ICT)


East and North Hertfordshire Clinical Commissioning Group is a leading NHS organisation with an award-winning governing body. It is working closely with partner organisations, the CCG’s 300 staff to design, plan and commission health services for more than half a million people and monitor the quality and effectiveness of those services.


Our forward thinking, financially robust and clinically-led organisation is based in the centre of Welwyn Garden City, a 1920s ‘garden city’ in the heart of Hertfordshire. Welwyn Garden City is 25 minutes from central London by train and easily accessed from the A1 and other major road networks.


HBL-ICT Shared Services is looking to appoint one vacant Full-Time Remote Support Technician Post within the ICT Customer Services IT Support.




HBL-ICT 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. HBL-ICT is not a legal entity and therefore is hosted by East & North Herts CCG who in turn are one of the six partnering organisations. HBL-ICT 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.




HBL-ICT Shared Services Vision – ‘Partnership in IT’




Building on the foundations of the current HBL-ICT Service from the CSU, we need to design the Service into a new ICT Shared Services organisation which operates in partnership with the six clients stakeholders. This means developing a financial and service model that will make the service viable, sustainable and able to meet the technological challenges for the partner organisations, enabling them to operate in a more agile and effective way.




This is an exciting opportunity for the successful Post Holder to join the integrated HBL-ICT Share Services team to improve and provide an exceptional customer focused 2nd line, advice, guidance and technical support to the customers and staff within HBL-ICT services, located across a large number of sites within Hertfordshire, Bedfordshire, Luton and neighbouring counties. The Post Holder will be required to log, triage, resolve where possible, and escalate calls to relevant HBL-ICT support teams. The Post Holder must possess excellent communication skills, understand the importance of providing outstanding customer service with the ability to communicate effectively with a broad spectrum customer base and is required to have high levels of concentration, often for long periods and work efficiently and professionally under pressure and unsupervised.


The role requires strong organisational skills with the ability to multi-task, prioritize, work unsupervised and make decisions while balancing the pressures of incoming and on-going customer contacts.


As a valued Team Member, the successful Post Holder will play a vital role in enhancing and supporting HBL-ICT Shared Services becoming the IT provider of choice, by delivering cost effective services that embraces the technology innovations from the industry to improve patient outcomes, in accordance to regulatory authorities.




In addition to the basic salary, this post attracts a High Cost Area Supplement of 5% of basic salary subject to a minimum and maximum payment per annum (pro rata where applicable) in line with Agenda for Change.




Note to candidate: Please note this vacancy may close before the advertised closing date if a sufficient number of suitable applications are received. Early application is therefore recommended















Tier 2 Certificate of Sponsorship

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the Resident Labour Market Test. The UK Visas and Immigration department requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UK Visas and Immigration website.

From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement.

Guidance can be found here Criminal Records Checks For Overseas Applicants

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