Job summary
The Client Services Operations Teamare responsible forproviding high quality operational support and maintenance to DHCW and supported Clients throughout NHS Wales.We are looking for a highly motivated individual who has demonstrable experience providing desktop support in a Windows OS environment and be heavily involved inmaintainingand managing complex solutions.
Awareness of the NHS environment would beadvantageous, whilst further benefit could be gained through excellent communication and problem-solving skills.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
We are looking for a motivated individual whois able towork, learn and actively contribute within a team environment.
The ideal candidate must have a good approach to dealing with enquiries and resolving problems, strong experience of providing technical support and a sound understanding of ITIL processes.
This role will be predominantly working from customer locations in a deployment capacity, flexibility and acan doattitude would be advantageous.
The ability to travel between customer sites across NHS Wales is essential.
Experience of working with Welsh GP clinical systems is desirable.
About us
Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.
Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.
Join our game changing, life-saving team and start making a real difference to health and care services in Wales.
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
The post holder will be responsible forensuring high quality IT support to client organisations across Wales. The post holder will alsoassistin the development,maintenanceand support of IT systems.
The post holder willwork as part of a team responsiblefor the scheduled refresh of IT hardware for our clients,predominantly GPpractices.
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
The post holder will be responsible forensuring high quality IT support to client organisations across Wales. The post holder will alsoassistin the development,maintenanceand support of IT systems.
The post holder willwork as part of a team responsiblefor the scheduled refresh of IT hardware for our clients,predominantly GPpractices.
Person Specification
Qualifications and knowledge
Essential
- A degree in an associated professional field (or equivalent qualification / experience).
- Knowledge gained through practical experience of working at this level, across the range of work procedures and practices.
- Evidence of continuous professional development.
Desirable
- FEDIP Practitioner or equivalent qualification at an intermediate level professional level.
- Theoretical and specialist knowledge gained via relevant certification such as: ITIL Foundation
- Knowledge of the NHS, other healthcare systems, or the health sector, including regional or national variations.
Experience
Essential
- Experience supporting the delivery of end-user computing services in a busy IT environment, working under supervision to ensure high standards of user support and service efficiency.
- Ability to identify and troubleshoot common technical issues in end-user computing, using guidance and established procedures to support problem resolution.
- Aware of configuring and maintaining system software to manage computing resources and support automation.
- Familiar with applying industry standards and best practices to ensure quality and continuous improvement in digital services.
- Familiar with installing, maintaining, and testing hardware safely and securely.
- Proficient in using common desktop software for various workplace tasks.
- Familiar with managing workload effectively using time management to support wellbeing, focus and adaptability
- Aware of following health and safety laws to keep the workplace safe and supportive
- Familiar with protecting user data by using appropriate tools and managing data risks.
Desirable
- Use of cloud and virtualisation technologies to improve infrastructure and services while managing costs and security.
- Aware of identifying and managing security risks to support cyber resilience in digital services.
Skills and Attributes
Essential
- Customer focus skills to keep the needs and experiences of service users at the centre of your decisions, working together to create inclusive and fair outcomes.
- Information gathering skills to find relevant data, insights and views, to fully understand a problem and make decisions based on evidence.
- Flexibility skills to adapt positively to change, including change to systems, processes or information, while staying focused on what users' need.
- Attention to detail skills to ensure work is safe, accurate, and high-quality
- Effective communication skills--verbal, written, or assistive--to share information clearly and respectfully.
- Teamwork skills to work openly and supportively with others and help create a team where everyone feels able to contribute.
Desirable
- Welsh language skills are desirable at levels 1 or above / 3 or above in understanding, speaking, reading and writing in Welsh
Person Specification
Qualifications and knowledge
Essential
- A degree in an associated professional field (or equivalent qualification / experience).
- Knowledge gained through practical experience of working at this level, across the range of work procedures and practices.
- Evidence of continuous professional development.
Desirable
- FEDIP Practitioner or equivalent qualification at an intermediate level professional level.
- Theoretical and specialist knowledge gained via relevant certification such as: ITIL Foundation
- Knowledge of the NHS, other healthcare systems, or the health sector, including regional or national variations.
Experience
Essential
- Experience supporting the delivery of end-user computing services in a busy IT environment, working under supervision to ensure high standards of user support and service efficiency.
- Ability to identify and troubleshoot common technical issues in end-user computing, using guidance and established procedures to support problem resolution.
- Aware of configuring and maintaining system software to manage computing resources and support automation.
- Familiar with applying industry standards and best practices to ensure quality and continuous improvement in digital services.
- Familiar with installing, maintaining, and testing hardware safely and securely.
- Proficient in using common desktop software for various workplace tasks.
- Familiar with managing workload effectively using time management to support wellbeing, focus and adaptability
- Aware of following health and safety laws to keep the workplace safe and supportive
- Familiar with protecting user data by using appropriate tools and managing data risks.
Desirable
- Use of cloud and virtualisation technologies to improve infrastructure and services while managing costs and security.
- Aware of identifying and managing security risks to support cyber resilience in digital services.
Skills and Attributes
Essential
- Customer focus skills to keep the needs and experiences of service users at the centre of your decisions, working together to create inclusive and fair outcomes.
- Information gathering skills to find relevant data, insights and views, to fully understand a problem and make decisions based on evidence.
- Flexibility skills to adapt positively to change, including change to systems, processes or information, while staying focused on what users' need.
- Attention to detail skills to ensure work is safe, accurate, and high-quality
- Effective communication skills--verbal, written, or assistive--to share information clearly and respectfully.
- Teamwork skills to work openly and supportively with others and help create a team where everyone feels able to contribute.
Desirable
- Welsh language skills are desirable at levels 1 or above / 3 or above in understanding, speaking, reading and writing in Welsh
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).
