Job summary
Are you ready to take the next step in your IT career? Join our dedicated Service Desk team and make a real difference by providing crucial technical and specialist IT support for our National Screening programmes and tackling escalated calls to ensuring seamless service delivery. Your expertise will contribute to Public Health Wales achieving its organisational goals, helping to maintain excellence in the services we provide to the people of Wales.We're looking for someone who thrives on solving complex challenges and has experience and a passion for composing robust support documentation. With opportunities to take the lead on significant initiatives, you'll not only grow your technical skills but also shape the future of our organisation's IT landscape.If you're enthusiastic, proactive, and ready to make a difference, we'd love to hear from you!
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
To provide technical and specialist screening programme IT support within the Public Health Wales Service Desk team for escalated calls.
To investigate specialist and complex support issues and help develop infrastructure, documentation and systems to meet the organisation's needs (taking lead responsibility for some projects.)
Support the wider IT teams with their work, as appropriate.
About us
We are Public Health Wales - the national public health organisation for Wales. Our purpose is 'working together for a healthier Wales'. We exist to help all people in Wales live longer, healthier lives. With our partners, we aim to increase healthy life expectancy, improve health and well-being, and reduce inequalities for everyone in Wales, now and for future generations.
Together, our teams work to prevent disease, protect health, and provide leadership, specialist services and public health expertise. We are the main source of public health information, research and innovation in Wales. Never more has public health been so important as we come through the Coronavirus pandemic, face the challenges of the cost-of-living crisis and tackle and prevent the harmful effects of climate change.
Our organisation is guided by our Values, 'Working together, with trust and respect, to make a difference'. We are committed to creating an inclusive workplace that values equality, diversity and inclusion. We welcome applications which represent the rich diversity of the communities we serve and from those wishing to work part time or on a job share basis.
To find out more about working for us and the benefits we offer please visithttps://phw.nhs.wales/careers/
For guidance on the application process, please visithttps://phw.nhs.wales/working-for-us/applicant-information-and-guidance/
Job description
Job responsibilities
High level of colleague/team communication and relationship skills
Demonstrates extensive knowledge relevant to the field, supported by formal qualifications, training, and professional experience.
Employs critical thinking to assess situations, weigh options, and make informed decisions, often under pressure.
Leads the creation or refinement of policies and procedures to align with organisational goals and regulatory standards.
Drives the implementation of new services or improvements, ensuring they meet stakeholder needs and deliver measurable impact.
Supports managing physical assets, such as technology, facilities, or equipment, ensuring proper maintenance and usage.
Ensures compliance with data protection laws and best practices, safeguarding sensitive information.
Collaborates with stakeholders and colleagues to develop and test new methodologies, tools, or strategies to improve practices or outcomes.
Able to translate research findings into actionable improvements or initiatives.
Qualifications
Essential criteria
Literate and numerate
Degree in an IT-related subject OR equivalent qualifications
Desirable criteria
Successfully completed relevant formal specialist IT training courses
Experience
Essential criteria
Experience of working in a Windows Active Directory environment
In-depth experience of working in a Windows-based network environment in an IT support role
Desirable criteria
NHS/Healthcare or Public Sector experience
Experience of managing small IM&T projects
IT service-user training experience
Skills
Essential criteria
Ability to work effectively as part of a team and also under own initiative
Close attention to detail
Planning, prioritisation and organisational skills to deal with a broad range of complex, ongoing activities
Desirable criteria
project management skills
Communication and negotiating skills for effective relationship management with suppliers and other NHS organisations
Knowledge
Essential criteria
Good knowledge of a range of common computer hardware (particularly PCs and printers)
Comprehensive knowledge of MFA and VPN
Concepts of virtualisation and Cloud computing
Desirable criteria
Knowledge of ITIL processes and PRINCE2 methodologies
Ability to contribute to the development of procedures and policies
Job description
Job responsibilities
High level of colleague/team communication and relationship skills
Demonstrates extensive knowledge relevant to the field, supported by formal qualifications, training, and professional experience.
Employs critical thinking to assess situations, weigh options, and make informed decisions, often under pressure.
Leads the creation or refinement of policies and procedures to align with organisational goals and regulatory standards.
Drives the implementation of new services or improvements, ensuring they meet stakeholder needs and deliver measurable impact.
Supports managing physical assets, such as technology, facilities, or equipment, ensuring proper maintenance and usage.
Ensures compliance with data protection laws and best practices, safeguarding sensitive information.
Collaborates with stakeholders and colleagues to develop and test new methodologies, tools, or strategies to improve practices or outcomes.
Able to translate research findings into actionable improvements or initiatives.
Qualifications
Essential criteria
Literate and numerate
Degree in an IT-related subject OR equivalent qualifications
Desirable criteria
Successfully completed relevant formal specialist IT training courses
Experience
Essential criteria
Experience of working in a Windows Active Directory environment
In-depth experience of working in a Windows-based network environment in an IT support role
Desirable criteria
NHS/Healthcare or Public Sector experience
Experience of managing small IM&T projects
IT service-user training experience
Skills
Essential criteria
Ability to work effectively as part of a team and also under own initiative
Close attention to detail
Planning, prioritisation and organisational skills to deal with a broad range of complex, ongoing activities
Desirable criteria
project management skills
Communication and negotiating skills for effective relationship management with suppliers and other NHS organisations
Knowledge
Essential criteria
Good knowledge of a range of common computer hardware (particularly PCs and printers)
Comprehensive knowledge of MFA and VPN
Concepts of virtualisation and Cloud computing
Desirable criteria
Knowledge of ITIL processes and PRINCE2 methodologies
Ability to contribute to the development of procedures and policies
Person Specification
Qualifications
Essential
- oLiterate and numerate oDegree in an IT-related subject OR equivalent qualifications
Desirable
- oSuccessfully completed relevant formal specialist IT training courses
Knowledge
Essential
- oGood knowledge of a range of common computer hardware (particularly PCs and printers) oComprehensive knowledge of MFA and VPN oConcepts of virtualisation and Cloud computing
Desirable
- oKnowledge of ITIL processes and PRINCE2 methodologies oAbility to contribute to the development of procedures and policies
Skills
Essential
- oAbility to work effectively as part of a team and also under own initiative oClose attention to detail oPlanning, prioritisation and organisational skills to deal with a broad range of complex, ongoing activities
Desirable
- oproject management skills oCommunication and negotiating skills for effective relationship management with suppliers and other NHS organisations
Experience
Essential
- oExperience of working in a Windows Active Directory environment oIn-depth experience of working in a Windows-based network environment in an IT support role
Desirable
- oNHS/Healthcare or Public Sector experience oExperience of managing small IM&T projects oIT service-user training experience
Person Specification
Qualifications
Essential
- oLiterate and numerate oDegree in an IT-related subject OR equivalent qualifications
Desirable
- oSuccessfully completed relevant formal specialist IT training courses
Knowledge
Essential
- oGood knowledge of a range of common computer hardware (particularly PCs and printers) oComprehensive knowledge of MFA and VPN oConcepts of virtualisation and Cloud computing
Desirable
- oKnowledge of ITIL processes and PRINCE2 methodologies oAbility to contribute to the development of procedures and policies
Skills
Essential
- oAbility to work effectively as part of a team and also under own initiative oClose attention to detail oPlanning, prioritisation and organisational skills to deal with a broad range of complex, ongoing activities
Desirable
- oproject management skills oCommunication and negotiating skills for effective relationship management with suppliers and other NHS organisations
Experience
Essential
- oExperience of working in a Windows Active Directory environment oIn-depth experience of working in a Windows-based network environment in an IT support role
Desirable
- oNHS/Healthcare or Public Sector experience oExperience of managing small IM&T projects oIT service-user training experience
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to 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) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to 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) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
