Job summary
To support the Health Boards Telecommunications users, and to assist in the management of the Health Boards Telecommunications infrastructure and the associated Applications and Peripherals.
Staffing of the Telecoms Management Centre (TMC).
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Main duties of the job
Respond to Helpdesk calls from users.
Assume full responsibility for assigned calls
To receive calls from users locked out from an application and release the account through agreed procedures.
To add, delete and amend user profiles to the various applications.
To visit users when necessary.
To visit users to provide instruction and/or support in the operation of Telecoms equipment and/or related applications.
To liaise with and direct the Telecoms Maintenance Contractors in the resolution of Telecoms faults.
To liaise with and assist the Telecoms Maintenance Contractors in the installation and/or modification of equipment and/or services.
To organise and allocate work to wiring Contractors on a daily basis.
Ensure that all locally held Telecoms 'stock' are logged and tracked.
The recording, checking and payment of Telecoms contractors' invoices.
Assist in the 'day to day' management of the Telecoms budget.
Assist in the management of application 'Licences'.
Assist in the production of routine statistical information.
To provide technical support and advice to the mobile phone users.
To liaise with the mobile phone suppliers for all technical issues including the activation of new and/or replacement mobile devices.
Any additional duties that may be defined by the Telecommunication Manager or the Deputy Telecommunication Manager.
To liaise with contractors and suppliers.
To control contractors in accordance with the Control of Contractor Policy.
About us
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 15,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services.
Our mission is "Caring for People, Keeping People Well",and our vision is that every person's chance of leading a healthy life should be equal. As an organisation we are unashamedly ambitious for our population's health, rising to the challenges of today and tomorrow through our 10-year strategy, Shaping our Future Wellbeing. We are contributing to a healthier Wales with great emphasis placed on innovation and improvement, learning from around the world and leading the way in clinical research. Partnership working is strong at Cardiff and Vale, and we work closely with our staff and our community.
Cardiff, the thriving Welsh capital, is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions. Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications
Essential
- Minimum of 5 O Levels/GCSE's including Maths/Science subject & English. And/Or several years relevant experience in an IT or Telecoms support role.
Desirable
- HNC, HND or Degree in Telecommunications or IT related subject.
Experience
Essential
- Experience of providing Helpdesk support to IT/telecommunications users.
- Experience of trouble shooting IT/telecommunications software faults.
- Experience of technical auditing and updating of IT/telecommunication user information.
- Experience in effectively communicating with users both on the telephone and "face to face" and solving their problems as efficiently as possible.
- Experience in a "help desk" environment.
Desirable
- Exposure to telecommunications systems in a hospital environment or a large corporate environment.
- Exposure to Remote Control Software for fault diagnosis and fixing.
- A "help desk" agent providing support to a large number of telecommunications users.
Knowledge and Skills
Essential
- Competent ability with PC hardware and software, Windows Operating Systems, MS Teams and Office 365.
- Ability to connect users to various telecommunications applications to an agreed standard.
- Ability to use a wide range of tools for providing solutions to application errors.
Desirable
- Configuring users onto IT/telecommunications infrastructure to enable access to various applications.
- A knowledge of IP Technology.
- Knowledge of emerging technologies such as Mobile devices, Laptops and PC peripherals.
Personal Attributes
Essential
- High level of inter personal skills, both verbal and written.
- Ability to discuss a wide range of complex technical issues with a broad spectrum of Health Board staff.
- Ability to work well within a team, but able to work on own initiative and manage own time effectively.
Desirable
- Experience communicating with clients on by the telephone or "face to face".
Other Activities
Essential
- Respond to both fault and installation calls in accordance with Call Handling Procedures, to ensure user calls are effectively resolved to agreed standards, and to maintain customer satisfaction levels.
- Able to manage own time and workload effectively when necessary.
- Any other duties as requested by the Telecoms or Deputy Telecoms Managers.
Desirable
- Assume responsibility for ensuring that assigned calls are correctly managed until fully resolved.
Person Specification
Qualifications
Essential
- Minimum of 5 O Levels/GCSE's including Maths/Science subject & English. And/Or several years relevant experience in an IT or Telecoms support role.
Desirable
- HNC, HND or Degree in Telecommunications or IT related subject.
Experience
Essential
- Experience of providing Helpdesk support to IT/telecommunications users.
- Experience of trouble shooting IT/telecommunications software faults.
- Experience of technical auditing and updating of IT/telecommunication user information.
- Experience in effectively communicating with users both on the telephone and "face to face" and solving their problems as efficiently as possible.
- Experience in a "help desk" environment.
Desirable
- Exposure to telecommunications systems in a hospital environment or a large corporate environment.
- Exposure to Remote Control Software for fault diagnosis and fixing.
- A "help desk" agent providing support to a large number of telecommunications users.
Knowledge and Skills
Essential
- Competent ability with PC hardware and software, Windows Operating Systems, MS Teams and Office 365.
- Ability to connect users to various telecommunications applications to an agreed standard.
- Ability to use a wide range of tools for providing solutions to application errors.
Desirable
- Configuring users onto IT/telecommunications infrastructure to enable access to various applications.
- A knowledge of IP Technology.
- Knowledge of emerging technologies such as Mobile devices, Laptops and PC peripherals.
Personal Attributes
Essential
- High level of inter personal skills, both verbal and written.
- Ability to discuss a wide range of complex technical issues with a broad spectrum of Health Board staff.
- Ability to work well within a team, but able to work on own initiative and manage own time effectively.
Desirable
- Experience communicating with clients on by the telephone or "face to face".
Other Activities
Essential
- Respond to both fault and installation calls in accordance with Call Handling Procedures, to ensure user calls are effectively resolved to agreed standards, and to maintain customer satisfaction levels.
- Able to manage own time and workload effectively when necessary.
- Any other duties as requested by the Telecoms or Deputy Telecoms Managers.
Desirable
- Assume responsibility for ensuring that assigned calls are correctly managed until fully resolved.
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).
