Digital First Line Technician

Job overview

An exciting opportunity for a Digital First Line Technician to join an enthusiastic and developing team in the Powys Digital Directorate. The Digital First Line Technician will be a proactive team member who investigates, solves or escalates as appropriate all user issues. With the chance to get involved in projects and upgrades this role will offer a varied, challenging and rewarding job. Helping the userbase to make best use of the technologies, services and systems available to improve patient care through the improved efficiencies.

Main duties of the job

Provide technical advice and support on hardware and software to Health Board wide users.

Assist in the smooth day-to-day running of all Digital systems, which will include regularly attending sites over a wide geographical area.

Manage, troubleshoot and resolve desktop-based system and printer related issues quickly to provide efficient and effective user support.

Detailed job description and main responsibilities

You will need to be courteous, patient and tactful always, and to exercise the highest standards of customer care. Delivering high levels of customer service and presenting a positive image of the Digital Department. Ensure, with other members of the team, that all requests for help, support and advice are recorded through the computerised Service Desk management system.

Routinely provide telephone-based advice, support and fault diagnosis on IT related matters to Health Board wide users achieving an agreed standard for 1st line fix on phone target.

Routinely receive requests for assistance via the Service Desk management software and provide advice, support and fault diagnosis on Digital service related matters to Health Board wide users as directed by the Client Services Manager.

Maintain accurate log entries of requests which cannot be dealt with on first contact, recording fault details, contact information and subsequently advise users of actions to be taken.  Provide, with other members of the team, assistance in giving first line technical support and guidance to enable users to solve their own problems.

Maintains accurate log entries of contact with resolution details and follow-up information. Create, delete and maintain user accounts as required following the existing policies.

Provide documentation of procedures for the installation and support of desktop systems, Health Board wide applications and associated equipment.

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 ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.