Job summary
This post is a Fixed Term/ Secondment until 03.11.2025 to meet the needs of the service.
If you are a Hywel Dda University Health Board employee and are applying for this post as a secondment, agreement for the secondment is needed from your current manager prior to application.
This post is required for part-time (Monday to Wednesday) duties to provide a Digital Service Desk service to end users of Hywel Dda University Health Board taking calls from a range of Health Board users.
The post holder will be part of a team that supports the ICT infrastructure of Hywel Dda Health Board, they will function within our busy, customer focussed and technically challenging environment within Informatics.
A customer service facing person is required with a practical approach to problem solving with excellent communication and telephone skills.Technical knowledge is required of Windows 10 and Microsoft Office. Any exposure to Intranet / Internet and network technologies would be beneficial as well as Microsoft's Active Directory.Exposure to ITIL processes associated with Incident & Problem Management would be advantageous in this post.A good standard of education is required with an ICT qualification or equivalent experience.
Main duties of the job
The post holder will work as part of the Service Desk team and will undertake 'first-line' technical ICT support to all client computer users and users of ICT systems across the Health Board.
Undertake incident and service request recording on our Service Desk tool and ensure these are tracked effectively during their lifecycle, these contacts may come via telephone, E-mail, webchat and our Informatics Web Portal.
All support will be first line in nature and will be undertaken remotely. Ensure all relevant ITIL based procedures are adhered to in relation to incident management, request fulfilment and problem management.
Act as an effective communications channel with the National Service Desk within the NHS Wales Informatics Service.
Respond to and wherever possible resolve at the first point of contact, incidents involving ICT systems and related equipment used at the workplace.
Provide assistance to users to enable them to make the most effective use of ICT systems and equipment, and to minimise the impact of ICT problems on the business of the Health Board, on patient care and on those working to deliver healthcare services.
Ensure that all requests to the ICT team, however received, are logged in a detailed and accurate manner on the call-logging system.
About us
Hywel Dda University Health Board is the planner and provider of NHS healthcare services for people in Carmarthenshire, Ceredigion, Pembrokeshire and its bordering counties. Our 12,000 members of staff provide primary, community, in-hospital, mental health and learning disabilities services to almost 400,000 people across a quarter of the landmass of Wales. We do this in partnership with our three local authorities and public, private and third sector colleagues, including our volunteers, through:
Four main hospitals: Bronglais General in Aberystwyth, Glangwili General in Carmarthen, Prince Philip in Llanelli and Withybush General in Haverfordwest.
Five community hospitals: Amman Valley Hospital and Llandovery Hospital in Carmarthenshire, Tregaron Hospital in Ceredigion and Tenby and South Pembrokeshire Hospital Health and Social Care Resource Centre in Pembrokeshire.
Two integrated care centres (Aberaeron and Cardigan, Ceredigion).
Community facilities, including:
48 General Practices (GP surgeries), 49 Dental Practices, 98 Community Pharmacies (chemists), 44 General Ophthalmic Practices (including eye health and low vision services), 38 sites providing mental health and learning disability services, care within your own homes.
Highly specialised and tertiary services commissioned by the Welsh Health Specialised Services Committee, a joint committee representing seven health boards across Wales.
Job description
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 10/04/2025
Job description
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 10/04/2025
Person Specification
Qualifications & Knowledge
Essential
- Educated to A-level standard or relevant experience
- ECDL certification or equivalent qualification / relevant experience.
- Exposure to Microsoft software (desktop operating systems and applications)
Desirable
- Any Microsoft qualification
- ITIL Foundation certification.
- An understanding of network environments
Experience
Essential
- Experience in the use of a call logging system
- Customer service related experience in a technical environment.
- Excellent communication and interpersonal skills, verbal and written.
- Able to deal effectively with staff and suppliers at all levels.
Desirable
- Experience of ICT service provision in a health care setting
Other
Essential
- Ability to travel between sites in a timely manner as required.
Desirable
- General interest in the ICT industry.
Language Skills
Essential
Desirable
Person Specification
Qualifications & Knowledge
Essential
- Educated to A-level standard or relevant experience
- ECDL certification or equivalent qualification / relevant experience.
- Exposure to Microsoft software (desktop operating systems and applications)
Desirable
- Any Microsoft qualification
- ITIL Foundation certification.
- An understanding of network environments
Experience
Essential
- Experience in the use of a call logging system
- Customer service related experience in a technical environment.
- Excellent communication and interpersonal skills, verbal and written.
- Able to deal effectively with staff and suppliers at all levels.
Desirable
- Experience of ICT service provision in a health care setting
Other
Essential
- Ability to travel between sites in a timely manner as required.
Desirable
- General interest in the ICT industry.
Language Skills
Essential
Desirable
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).
