Job overview

We are looking for a motivated and customer-focused Application Support Technician to join our ICT Operations function, providing support for NHS.net Connect, Microsoft 365 and a range of business applications. This is an excellent opportunity for someone with strong technical troubleshooting skills, a commitment to excellent customer service and the ability to work effectively in a fast-paced support environment.

In this role, you will investigate, diagnose and resolve incidents and service requests in line with agreed service levels and ITIL best practice, either remotely or through on-site.

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

The role covers the hours of 08h00 – 17h00

Main duties of the job

Provide high-quality technical support for NHS.net Connect, Microsoft 365, and a range of business applications, ensuring the effective delivery, maintenance, and continuous improvement of digital services. The role is responsible for diagnosing and resolving technical issues, managing incidents and service requests within agreed service levels, and escalating problems where required with accurate triage information. It also includes logging all support activity through IT service management processes, supporting users through multiple contact channels, and delivering excellent customer service to a wide range of stakeholders. The postholder will contribute to service improvement, knowledge sharing, and user guidance, while working independently and as part of a wider support team in a busy operational environment.

Team members must possess excellent communication skills and understand the importance of providing outstanding customer service with the ability to communicate effectively with a broad 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.

Working for our organisation

We are committed to promoting equal opportunities to achieve equity of access, experience and outcomes and to recognising and valuing people’s differences. We are passionate about creating an inclusive workplace that promotes and values diversity; we see this as a strength and part of our founding mission, values and behaviours. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers patient outcomes.

We are committed to creating the best place to work, where your contribution is valued, your wellbeing is supported and all our colleagues can reach their full potential. We welcome and encourage applications from all areas of the community, who meet the criteria for the role, regardless of their protected characteristic. We work to ensure that our recruitment processes are as inclusive as possible to everyone, including making adjustments for people who have a disability or long-term condition and support with the recruitment process for people with lived experience.

We are happy to discuss flexible working options for all roles.

We operate a Carer friendly working environment that is supportive and inclusive. We actively encourage Carers to self-identify themselves.

We are a Disability Confident Employer and commit to shortlisting suitable applicants who meet the essential criteria for an interview. Please inform us of any adjustments you may require.