Senior Service Desk Support Officer

Job overview

An opportunity for two Senior Service Desk Support Officers has arisen to join the End User Computing team at Cwm Taf Morgannwg University Health Board, based at Williamstown Information Hub in Tonypandy, with a need to also work at other locations across the organisation.

You will provide remote service desk support services to clinical and non clinical users across the Health Board.

The candidate will require some technical experience, supporting users with applications and devices. You must demonstrate experience within ICT within your application which is essential for this role.

The role sits within the wider End User Computing Team, which currently includes, Microsoft 365, EndPoint Management, Mobilisation, Capital Rollouts, Service Desk and Desktop Support.  The team supports a wide array of technologies and is filled with hard working, highly skilled staff.  Through this team, the post holders get exposure to new technologies and training through work experience to enable future progression and development in the Digital space.

Hybrid working is available where the service needs allow.

Main duties of the job

The post holder will support the delivery of services within the Service Desk team.  This will involve all elements of EUC, Cyber, and Infrastructure service delivery including:

• Remotely Supporting Windows PC’s.
• Remotely Supporting Windows Laptops.
• Remotely Supporting Chromebooks.
• Remotely Supporting IGEL Thin Client devices.
• Remotely Supporting iPads, iPods and iPhones.
• Remotely Supporting Android tablets and phones.
• Remotely Supporting Audio Visual equipment.
• Responding to End User Related Security Alerts and handling or escalating as appropriate
• Active Directory User/Computer objects and policy.
• Microsoft 365 Features, User objects, licensing, and general policy.
• Systems Management toolsets to ensure the appropriate operation of the devices\systems detailed above.
• End user application presentation.
• Printing.
• Citrix endpoints and close links to Gold image management function.
• Remotely Supporting Clinical System Applications
• Knowledgebase Development

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

Detailed job description and main 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