Job summary
An opportunity for an IT Service Desk Officer, has arisen to join the End User Computing team at Cwm Taf Morgannwg University Health Board, based at Williamstown Information Hub in Tonypandy, with a need to also work at other locations across the organisation.
You will provide remote service desk support services to clinical and non clinical users across the Health Board.
The candidate will require some technical experience, supporting users with applications and devices.
You must demonstrate experience within ICT within your application which is essential for this role.
The role sits within the wider End User Computing Team, which currently includes, Microsoft 365, EndPoint Management, Mobilisation, Capital Rollouts, Service Desk and Desktop Support. The team supports a wide array of technologies and is filled with hard working, highly skilled staff. Through this team, the post holders get exposure to new technologies and training through work experience to enable future progression and development in the Digital space.
Hybrid working is available where the service needs allow.
Main duties of the job
An opportunity has arisen to join the ICT Service Desk support team at Cwm Taf Morgannwg University Health Board, based in Williamstown Information Hub in Tonypandy.
The successful post holder will work within the ICT Service Desk support team working to the Service Desk Manager and help support health board ICT users with their equipment and applications. You must demonstrate in your application form, you have some experience in a Service Desk and technical support field preferably within the NHS.
The post holder will:
- Deal directly with users who are experiencing ICT issues, faults or queries
- Work within a small team in a busy ICT location but also be able to work independently
- Remotely install and update laptop, PCs, printers, software and other peripherals
- Take calls directly from users as well as using ServicePoint for logging and updating ServicePoint calls
- Work with multiple stakeholders.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We live by our core values:
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.
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 and/or Knowledge
Essential
- Level 4 achievement in the National Qualifications Framework (NQF), or evidence of equivalent knowledge and experience.
Desirable
- Level 5 or greater achievement in the NQF, based on the new 9 level framework. ECDL.
Experience
Essential
- PC hardware repairs, setting up new PCs and rebuilding systems.
- Working in an IT support environment.
- Dealing with users.
Desirable
- Printer repairs
- Network skills
- Thin Client environment
- Clinical and IT within an NHS environment
Aptitude and Abilities Skills
Essential
- Written and verbal communication skills
- Advanced keyboard skills
- Current and previous Windows environments
- In depth knowledge of Microsoft products such as Office, to assist users with queries
Desirable
- Other operating systems
- Ability to document systems and procedures
- Working knowledge of the organisation of the NHS and current policy initiatives
- Up to date awareness of NHS IT strategy
Personal Qualities
Essential
- Be able to work both as part of a team and as an individual
- Able to accept direct instructions and to follow procedures
- Good organiser and stays calm under pressure
- Be comfortable working with all levels of organisation
- Energy, resilience and have a flexible approach
Desirable
Circumstances
Essential
- Able to meet the physical demands of the role, particularly the regular use of a VDU, able to move freely and rapidly around all sites within the organisation, and able to move and set up equipment on a daily basis.
Other
Essential
- Able to travel to other sites when required.
- Must have the ability to respond promptly to the need to travel
Person Specification
Qualifications and/or Knowledge
Essential
- Level 4 achievement in the National Qualifications Framework (NQF), or evidence of equivalent knowledge and experience.
Desirable
- Level 5 or greater achievement in the NQF, based on the new 9 level framework. ECDL.
Experience
Essential
- PC hardware repairs, setting up new PCs and rebuilding systems.
- Working in an IT support environment.
- Dealing with users.
Desirable
- Printer repairs
- Network skills
- Thin Client environment
- Clinical and IT within an NHS environment
Aptitude and Abilities Skills
Essential
- Written and verbal communication skills
- Advanced keyboard skills
- Current and previous Windows environments
- In depth knowledge of Microsoft products such as Office, to assist users with queries
Desirable
- Other operating systems
- Ability to document systems and procedures
- Working knowledge of the organisation of the NHS and current policy initiatives
- Up to date awareness of NHS IT strategy
Personal Qualities
Essential
- Be able to work both as part of a team and as an individual
- Able to accept direct instructions and to follow procedures
- Good organiser and stays calm under pressure
- Be comfortable working with all levels of organisation
- Energy, resilience and have a flexible approach
Desirable
Circumstances
Essential
- Able to meet the physical demands of the role, particularly the regular use of a VDU, able to move freely and rapidly around all sites within the organisation, and able to move and set up equipment on a daily basis.
Other
Essential
- Able to travel to other sites when required.
- Must have the ability to respond promptly to the need to travel
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).
Employer details
Employer name
Cwm Taf Morgannwg University Health Board
Address
Williamstown ICT Hub in Tonypandy
Williamstown, Dinas Isaf West
Tonypandy
CF40 1AG
Employer's website
https://joinctm.wales/ (Opens in a new tab)
