Job summary
This is a fixed term post for 12 months.
The Service Desk Analyst will provide an efficient and effective 1st line support service for a dynamic, professional and proactive Service Desk team, delivering a comprehensive and effective first point of call for the Digital Services Department.
Main duties of the job
We have an opportunity for an individual with ICT Service Desk Support experience to join the SBU Health Board ICT Service Delivery Team. The position is based at the SBU Headquarters in Baglan but agile working will be in place meaning remote working also.
The primary role will be to supportthe delivery of IT services on the technical ICT Service desk, providing skilled IT Desktop (Laptops/PC's/Tablets) and Microsoft Office365 Application Support to end users across the Swansea Bay Health Board region.
You will provide excellent first line support and be able to demonstrate the ability to diagnose, resolve and monitor faults/support callsensuring that we consistently meet local andnational key performance indicators, whilstadhering to ITIL guidelines and the SBU Asset management process.The SBU ICT Service is a fast-paced environment - over 100,000 calls were logged in the past twelve months. The successful candidate will be able to work under pressure while providing first class customer service for:- 12,000 PCs and Laptops- 20.00 printers- 14,500 users- 2500 iPads
Across over 100 Sites.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply
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
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
Essential
- Educated to Diploma level in an IT related subject or equivalent experience
- ECDL or equivalent 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 of NHS Wales organisations and ITIL strategy
Experience
Essential
- Experience in 1st line support role
- Experience of implementation and support of computer systems, software and networks
- Operating systems including all current Microsoft Desktop OS (Windows 10 / 11)
- Sufficient knowledge of computer hardware to support fault diagnosis to component level
- Microsoft Office 365
- Printer and other peripheral diagnostics and connectivity
- TCPIP Desktop configuration.
Desirable
- Experience of IT within a healthcare environment
- Active Directory management
Other
Essential
- Self motivated in learning new technologies and techniques in support of the organisation IT requirements by formal training, self study and practical experience
- Able to work under own initiative and manage time / priorities effectively
Desirable
Aptitude and Abilities
Essential
- Good problem solving, fault finding and rectification techniques
- Ability to think clearly and logically
- Good interpersonal skills - empathise with users, display active listening skills and a polite telephone manner.
- 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
- Experience of working to SLA targets and co-ordinating workload to meet them
Person Specification
Qualifications
Essential
- Educated to Diploma level in an IT related subject or equivalent experience
- ECDL or equivalent 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 of NHS Wales organisations and ITIL strategy
Experience
Essential
- Experience in 1st line support role
- Experience of implementation and support of computer systems, software and networks
- Operating systems including all current Microsoft Desktop OS (Windows 10 / 11)
- Sufficient knowledge of computer hardware to support fault diagnosis to component level
- Microsoft Office 365
- Printer and other peripheral diagnostics and connectivity
- TCPIP Desktop configuration.
Desirable
- Experience of IT within a healthcare environment
- Active Directory management
Other
Essential
- Self motivated in learning new technologies and techniques in support of the organisation IT requirements by formal training, self study and practical experience
- Able to work under own initiative and manage time / priorities effectively
Desirable
Aptitude and Abilities
Essential
- Good problem solving, fault finding and rectification techniques
- Ability to think clearly and logically
- Good interpersonal skills - empathise with users, display active listening skills and a polite telephone manner.
- 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
- Experience of working to SLA targets and co-ordinating workload to meet them
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).
