ICT Primary Care Remote Support Officer

Job overview

ICT Primary Care Remote Support Officer
Band 4
37.5 hours per week

Acting as the hub for all ICT related queries, incidents, and requests, the remote support team are a focal point for ICT support and delivery service. ICT Remote Support Officers are responsible for ensuring all incidents, requests, and communications are recorded and managed effectively. Through a structured development and training programme, provide first line and remote support for computer users and central computer systems with the aid of ICT service management tools and network support software.

This role is vital in ensuring that excellent management of incidents support the Trust vision in maintaining that patients are at the heart of everything we do.

This role is a full time, permanent position, working Monday-Friday on a shift rota within the hours of 7.30-6.00pm.

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Main duties of the job

You will be based at the Tameside General Hospital site providing first-line and remote support to the users of the Integrated Care Organisation and its partners.

The role involves the following activities:

• Logging, monitoring and escalating of incidents & service requests through to resolution; using technical knowledge, skills and experience based on ITIL best practice.
• Maintaining Incident and Service Requests, logging, monitoring and diagnosing ICT issues for all organisational systems.
• Resolving basic incidents and service requests at first point of contact.
• Escalating calls, when required, to second and third line support as appropriate.

We are seeking a reliable, energetic individual to provide an efficient and effective service as an ICT Remote Support Officer. The successful candidate must have excellent verbal and written communication skills with a broad understanding of PCs and related hardware.

Working for our organisation

Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.

We have a clear set of values & behaviours which we expect all of our staff to demonstrate:

• Compassion
• Accountability
• Respect
• Excellence

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.

Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.

Detailed job description and main responsibilities

The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Important Notice on Visa Sponsorship Eligibility

Please note that whilst the trust does offer sponsorship this role is unfortunately not eligible for visa sponsorship under the UK Skilled Worker visa route. This is due to the position not meeting the minimum salary threshold of £41,700 per annum and/or the required skill level set by UK Visas and Immigration.

We appreciate your interest in this opportunity and encourage applications from candidates who already have the right to work in the UK.

New colleagues can look forward to a warm welcome here at Tameside & Glossop Integrated Care NHS Foundation Trust.

For our agenda for change staff, we offer a competitive benefits package with regular pay awards, annual leave of 27 days increasing to 33 days after 10 years and access to a competitive Pension Scheme to which both you and the Trust contribute. These terms and conditions are not applicable for Non-Executive positions.

Alongside this there are extensive training development opportunities with paid mandatory training, a protected training budget for staff and support for flexible working. We have an on-site Occupational Health Service to support you at work and have fast track access to physio, counselling and complimentary therapies.

At Tameside and Glossop Integrated Care NHS Foundation Trust, we welcome applications from all candidates.

At the Trust we always adhere to the UK Visas and Immigration rules pertaining to right to work; candidates who do not hold UK or Republic of Ireland (RoI) citizenship are required to obtain a Certificate of Sponsorship (CoS) to be eligible to apply for either a Health and Care visa or Skilled Worker visa which allows them to work in the UK, unless they have eligibility to work in the UK via another route.

To avoid disappointment, candidates wishing to apply for a role at the Trust who do not hold UK or Republic of Ireland citizenship and who would require a CoS from an employer, should carry out a self-assessment process to identify the likelihood of obtaining CoS by visiting Work in the UK.

Use of Artificial Intelligence (AI)
If you choose to use AI when writing a job application, it is essential to personalise the content, particularly the supporting statement. AI cannot fully understand the specific context or requirements of a role and may generate inaccurate or misleading information. Over‑reliance on AI can reduce an applicant’s chances of success, as it cannot effectively demonstrate how individual knowledge, experience, and skills meet the job criteria. Applicants should ensure their statements reflect a personal voice and avoid a generic or robotic tone.
Please note that we monitor the use of AI in applications. Applicants who use AI are required to declare this as part of the application process.

Ordinarily, we accept online job applications only, however, as a part of reasonable adjustments, to meet different needs and requirements and ensure that applicants are able to give their best throughout the recruitment process, consideration will be given to a paper-based application, if requested. Please enquire with [email protected] or pick up an application template in person from our office.

Further details regarding the post can be obtained by contacting a Recruiting Manager as per contact details below.

How do you hear back from us?

We communicate via our trac.system account (@recruit.trac.jobs), please ensure that you regularly check your emails including junk/spam inbox, as your email provider’s security settings may not recognise the sender as safe.

The Trust is committed to making a difference to the environment. Our "Save Planet Tameside & Glossop" strategy means that we work towards protecting our natural environment and "green" workplace practices at all times.