Job summary
We're looking for a full-time team member to join our Digital Service Desk, providing first-line support to users across Hywel Dda University Health Board. You'll be responding to a wide variety of IT queries and issues from staff across the organisation.
As part of the wider Informatics team, you'll work in a fast-paced, customer-focused environment, that plays a key role in supporting the Health Board's ICT infrastructure. This is a great opportunity to develop your skills in a technically varied and supportive setting.
We're seeking someone who is confident and approachable, with a strong customer service mindset. You should enjoy problem solving and be comfortable communicating clearly and professionally, especially over the phone.
We're looking for someone with:
- Working knowledge of Windows 10 and Microsoft Office
- Ideally, some experience with network technologies, intranet/internet systems, and Microsoft Active Directory
- An understanding of ITIL processes such as Incident and Problem Management would be a bonus
- A good standard of education, with either an ICT qualification or relevant experience
If you're passionate about technology and enjoy helping others and want to be part of something bigger, then this could be the perfect role.
Main duties of the job
We're looking for an enthusiastic team player to join our ICT Service Desk, supporting staff across the Health Board.
What you'll be doing:
- Be the friendly first point of contact for IT queries, helping colleagues via phone, email, webchat, and our Informatics Web Portal.
- Log and track all support requests using our Service Desk tool, ensuring they're followed through efficiently.
- Liaise with the NHS Wales Informatics Service National Desk to keep communication flowing smoothly.
- Help users get the most out of their ICT systems and equipment, reducing downtime and keeping things running smoothly for our vital healthcare services.
- Accurately log every request with care and attention to detail - every contact counts
Why you'll love working with us:
- Be part of a supportive, close-knit team.
- Make a real difference to patient care by keeping our digital systems running efficiently.
- Gain experience in a dynamic NHS environment.
- Grow your skills and develop your IT career in a meaningful way.
About us
Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.Our services are provided in:o Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwesto Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshireo Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settingso 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providerso Numerous mental health and learning disabilities services
Job description
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
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 22.08.25
Job description
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
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 22.08.25
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
Language Skills
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
Language Skills
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).
