Job summary
Digital Operations Service Delivery has an exciting opportunity for an enthusiastic and motivated individuals to join our Desktop Support team. The successful candidates will provide Desktop Support for all IT-related issues across the Health Board.
The ideal candidates must have excellent communication skills and a good approach to dealing with the maintenance and installation of IT hardware and software across the Health Board in accordance with Health Board IT policies and procedures.
Provide assistance, advice, and troubleshooting, escalating and liaising issues with other teams and 3rd Party Companies as and when necessary
If you are a Health Board employee you will need to have gained your line manager's approval for the secondment prior to going to the interview.
The role will be based with the Desktop Support team at our Singleton Hospital site.
Main duties of the job
Provide desktop support for the Health Boards' business-critical clinical systems and standard desktop software applications.
Resolve day-to-day issues arising from Service Desk incidents.
Maintaining password/security files in line with the Systems Security Policy (SSP).
Devise and update support documentation, including confidentiality & data standards.
Ensure users are made aware of Health Boards approved E-Policies when receiving any support.
Assess the security impact and implications of incidents and report to Line Manager accordingly.
Escalate support issues as appropriate.
Ensure that scheduled work is completed within timescales to agreedquality standards and in line with departmental procedures.
Understand and abide by the Health Board IT Security, Internet, and E-mail policies.
Advise Health Board personnel on IT security matters as appropriate.
Accurately enter information gathered from calls into the IT Service Desk database. Update and escalate calls in accordance with departmental guidelines.
About us
We believe staff are our best asset and wewant you to be happy and confident about starting your career here in Swansea Bay University Health Board.
As one of the biggest healthcare groups in the UK we can offer a wealth of professional training and development opportunities in an innovative, forward-thinking organisation.
You might be a nurse ordoctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - wehave a job for you.
There are also apprenticeships, work placementsand volunteering roles available.
We are an inclusive employer and welcome applications from everyone whatever their sex; religion or belief; race; age; sexual orientation; gender identity or, whether they are pregnant or have recently been on maternity leave, married or are in a civil partnership; or, whether they are disabled.
Our values - Caring For Each Other, Working Together and Always Improving, show thatour commitment to equality is at the heart of everything we do.
If you want excellent career and training opportunities while living on the doorstep of some of Europe's most spectacular scenery,with all the benefits of a thriving and cosmopolitan city - look no further.
Job description
Job responsibilities
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
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
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
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
- Educated to Diploma level in an IT related subject or equivalent experience
- Experience in supporting Microsoft Desktop applications.
Desirable
- CompTIA A+ Hardware or equivalent
- CompTIA A+ Software or equivalent
- Microsoft Certified Desktop Support Technician (MCDST)
- ITIL Foundation qualification or experience
- Improving Quality Together (IQT) Bronze
Knowledge
Essential
- Supporting Windows 10 Operating Systems
- Sufficient knowledge of computer hardware to support fault diagnosis to component level
- Microsoft Office Suites support including Office 365
- TCPIP Desktop configuration
- LAN troubleshooting
- Printer and other peripheral diagnostics and connectivity
- Knowledge of hospital application systems
Desirable
- A good understanding of Desktop Network troubleshooting
- A good understanding of Interconnecting Cisco network devices
Experience
Essential
- Experience in the implementation and support of computer systems, software and networks
- Experience of supporting/use of Hospital Application Systems and/or standard desktop applications
- Experience of working as part of a team
Desirable
- Experience of IT within a healthcare environment
- Experience in producing user support documentation
Skills
Essential
- Good problem solving, fault finding and rectification techniques
- Ability to think clearly and logically
- Ability to service PCs such as replacing internal components
- Good interpersonal skills - able to elicit information from users, provide telephone support, advise and coach staff in the use of IT
- Explain technical issues in a clear and concise manner.
- Must be customer focused and be able to supply first class support and advice
- Able to work alone and as part of a team
- Able to adapt to change and keep up with new technologies using own initiative
- Ability to work within Change Management guidelines (ITIL).
Desirable
Person Specification
Qualifications
Essential
- Educated to Diploma level in an IT related subject or equivalent experience
- Experience in supporting Microsoft Desktop applications.
Desirable
- CompTIA A+ Hardware or equivalent
- CompTIA A+ Software or equivalent
- Microsoft Certified Desktop Support Technician (MCDST)
- ITIL Foundation qualification or experience
- Improving Quality Together (IQT) Bronze
Knowledge
Essential
- Supporting Windows 10 Operating Systems
- Sufficient knowledge of computer hardware to support fault diagnosis to component level
- Microsoft Office Suites support including Office 365
- TCPIP Desktop configuration
- LAN troubleshooting
- Printer and other peripheral diagnostics and connectivity
- Knowledge of hospital application systems
Desirable
- A good understanding of Desktop Network troubleshooting
- A good understanding of Interconnecting Cisco network devices
Experience
Essential
- Experience in the implementation and support of computer systems, software and networks
- Experience of supporting/use of Hospital Application Systems and/or standard desktop applications
- Experience of working as part of a team
Desirable
- Experience of IT within a healthcare environment
- Experience in producing user support documentation
Skills
Essential
- Good problem solving, fault finding and rectification techniques
- Ability to think clearly and logically
- Ability to service PCs such as replacing internal components
- Good interpersonal skills - able to elicit information from users, provide telephone support, advise and coach staff in the use of IT
- Explain technical issues in a clear and concise manner.
- Must be customer focused and be able to supply first class support and advice
- Able to work alone and as part of a team
- Able to adapt to change and keep up with new technologies using own initiative
- Ability to work within Change Management guidelines (ITIL).
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).
