Job summary
Providing 1st line support for clinical and administrative colleagues using IT services, including satellite sites within the community.
Being the first point of contact in D&HI for all staff across the organisation in the provision of an IT Service Desk.
You should have proven experience in a Service Desk/phone support environment within a large organisation and able to troubleshoot and resolve various IT related issues, ensuring user calls are effectively documented, resolved to agreed standards and maintaining customer satisfaction levels.
Deliver an efficient, friendly, effective and professional first line call logging/problem solving service.
Main duties of the job
The IT Service Desk manages more than 10,000 PCs & laptops spread over more than 50 locations in Cardiff and the Vale of Glamorgan receiving more than 300 support calls per day.
This role is ideal for someone with general support experience and a high level of inter personal skills, with the ability to discuss a wide range of complex technical issues with a broad spectrum of Health Board staff, primarily over the phone.
You will also assist the existing experienced IT Support Officers with providing low-level account administration via Active Directory and use a wide range of tools for providing solutions to application errors/account management and provide limited training for software and hardware with all Health Board supported products for callers.
You should be able to work well within a team and have sufficient skill sets and experience to assist with the implementation and support of computer systems/services and associated peripherals during a period of digital transformation within C&V.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
This post is fixed term for 9 months to meet the needs of the service
About us
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone, delivering excellent care and support.
Our mission is "Living Well, Caring Well, Working Together", and our vision is that every person's chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.
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
Knowledge
Essential
- Expert technical knowledge to enable build, installation, and repair of IT Hardware such as PCs, laptops, iPad phones, tablets, and printers.
- Ability to apply theoretical knowledge to diagnose and resolve non-routine or complex IT faults.
- An excellent understanding of Microsoft Desktop Operating systems and applications including 365 technologies.
- Possess a clear understanding of IT Service Delivery and the timescales surrounding the resolution of raised issues.
Desirable
- Knowledge of the use of information systems within the NHS.
- Knowledge of IT Systems such as SCCM and Antivirus solutions.
- Knowledge of IT policies and procedures including IT security and disaster recovery.
- Knowledge of ITSM tools e.g Ivanti
Experience
Essential
- Experience of Call Centre/ Helpdesk/ Service Desk or other telephone-based customer service.
- Experience of working in an IT Support environment.
- Experience of diagnosing PC hardware, operating systems, and applications.
- Experience with software problems/issues.
- Working knowledge of operating systems and applications software, both off the shelf and proprietary/bespoke.
- Working knowledge of Incident logging and call handling systems.
Desirable
- Significant experience of working within IT in an NHS environment.
- Experience installing Clinical applications within NHS environment.
- Exposure to large corporate computing environments, including networking.
- Exposure to Remote Control Software for fault diagnosis and fixing.
- Experience of Network Hub patching.
Skills and Attributes
Essential
- Competent ability with PC hardware and software.
- Ability to install new and existing PCs to an agreed standard.
- Knowledge of Network Configuration and adding PCs to the domain.
- Ability to use a wide range of tools for providing solutions to application errors.
- Provided limited training for software and hardware.
- Provide low-level account administration via Active Directory.
- Demonstrable methodical approach to finding faults, diagnosing the cause, and implementing a resolution.
- Ability to service PCs such as replacing internal components.
- Excellent communication skills with the ability to convey complex technical concepts in plain language to a wide-ranging audience.
- Able to work under pressure.
- Ability to work well within a team, but able to work on own initiative and manage own time effectively.
Desirable
- Exposure to Microsoft Service Packs and Updates, Version control etc.
- Exposure to LAN networking protocols e.g., TCP/IP.
- Knowledge of Imaging software and techniques such SCCM.
- Knowledge of emerging technologies.
- Welsh Language Skills are desirable, levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
Other
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.
Desirable
- Participated in a out of hours On Call rota.
Person Specification
Knowledge
Essential
- Expert technical knowledge to enable build, installation, and repair of IT Hardware such as PCs, laptops, iPad phones, tablets, and printers.
- Ability to apply theoretical knowledge to diagnose and resolve non-routine or complex IT faults.
- An excellent understanding of Microsoft Desktop Operating systems and applications including 365 technologies.
- Possess a clear understanding of IT Service Delivery and the timescales surrounding the resolution of raised issues.
Desirable
- Knowledge of the use of information systems within the NHS.
- Knowledge of IT Systems such as SCCM and Antivirus solutions.
- Knowledge of IT policies and procedures including IT security and disaster recovery.
- Knowledge of ITSM tools e.g Ivanti
Experience
Essential
- Experience of Call Centre/ Helpdesk/ Service Desk or other telephone-based customer service.
- Experience of working in an IT Support environment.
- Experience of diagnosing PC hardware, operating systems, and applications.
- Experience with software problems/issues.
- Working knowledge of operating systems and applications software, both off the shelf and proprietary/bespoke.
- Working knowledge of Incident logging and call handling systems.
Desirable
- Significant experience of working within IT in an NHS environment.
- Experience installing Clinical applications within NHS environment.
- Exposure to large corporate computing environments, including networking.
- Exposure to Remote Control Software for fault diagnosis and fixing.
- Experience of Network Hub patching.
Skills and Attributes
Essential
- Competent ability with PC hardware and software.
- Ability to install new and existing PCs to an agreed standard.
- Knowledge of Network Configuration and adding PCs to the domain.
- Ability to use a wide range of tools for providing solutions to application errors.
- Provided limited training for software and hardware.
- Provide low-level account administration via Active Directory.
- Demonstrable methodical approach to finding faults, diagnosing the cause, and implementing a resolution.
- Ability to service PCs such as replacing internal components.
- Excellent communication skills with the ability to convey complex technical concepts in plain language to a wide-ranging audience.
- Able to work under pressure.
- Ability to work well within a team, but able to work on own initiative and manage own time effectively.
Desirable
- Exposure to Microsoft Service Packs and Updates, Version control etc.
- Exposure to LAN networking protocols e.g., TCP/IP.
- Knowledge of Imaging software and techniques such SCCM.
- Knowledge of emerging technologies.
- Welsh Language Skills are desirable, levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
Other
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.
Desirable
- Participated in a out of hours On Call rota.
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).
