ICT Service Desk Technician

Job overview

This post is required for full-time duties to provide a Digital Service Desk service to end users of Hywel Dda University Health Board taking calls from a range of Health Board users.

The post holder will be part of a team that supports the ICT infrastructure of Hywel Dda Health Board, they will function within our busy, customer focussed and technically challenging environment within Informatics.

A customer service facing person is required with a practical approach to problem solving with excellent communication and telephone skills. Technical knowledge is required of Windows 10 and Microsoft Office. Any exposure to Intranet / Internet and network technologies would be beneficial as well as Microsoft's Active Directory. Exposure to ITIL processes associated with Incident & Problem Management would be advantageous in this post. A good standard of education is required with an ICT qualification or equivalent experience.

Main duties of the job

The post holder will work as part of the Service Desk team and will undertake 'first-line' technical ICT support to all client computer users and users of ICT systems across the Health Board.

Undertake incident and service request recording on our Service Desk tool and ensure these are tracked effectively during their lifecycle, these contacts may come via telephone, E-mail, webchat and our Informatics Web Portal.

All support will be first line in nature and will be undertaken remotely. Ensure all relevant ITIL based procedures are adhered to in relation to incident management, request fulfilment and problem management.

Act as an effective communications channel with the National Service Desk within the NHS Wales Informatics Service.

Respond to and wherever possible resolve at the first point of contact, incidents involving ICT systems and related equipment used at the workplace.

Provide assistance to users to enable them to make the most effective use of ICT systems and equipment, and to minimise the impact of ICT problems on the business of the Health Board, on patient care and on those working to deliver healthcare services.

Ensure that all requests to the ICT team, however received, are logged in a detailed and accurate manner on the call-logging system.

Detailed job description and main 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.

Hywel Dda University Health Board offer a range of benefits for employees including :-

NHS Pension Scheme

27 days annual leave rising to a maximum of 33 days after 10 years service

Range of corporate benefits such as salary sacrifice schemes and discounts in restaurants and shopping outlets

Childcare Vouchers

Hybrid working arrangements in modern accommodation

Occupational health and occupational well-being service

Our Health Board is also based in a beautiful part of the world with an abundance of beaches, coastal paths and visitor attractions.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences.  In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 06/11/2024