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, functioning within a busy, customer-focused, and technically challenging environment within Informatics.

A customer service-oriented individual is required with a practical approach to problem-solving and excellent communication and telephone skills.

Technical knowledge of Windows 10 and Microsoft Office is required. Exposure to Intranet/Internet and network technologies, as well as Microsoft's Active Directory, would be beneficial.

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, with contacts coming via telephone, email, 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 fulfillment, 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 incidents involving ICT systems and related equipment at the first point of contact.

Provide assistance to users to enable them to make the most effective use of ICT systems and equipment, minimizing 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.

Working for our organisation

Hywel Dda University Health Board is the planner and provider of NHS healthcare services for people in Carmarthenshire, Ceredigion, Pembrokeshire, and its bordering counties. Our 11,000+ members of staff provide primary, community, in-hospital, mental health, and learning disabilities services for around 384,000 people across a quarter of the landmass of Wales.

The Health Board offers a range of benefits for employees, including:

• NHS Pension Scheme
• 27 days annual leave rising to a maximum of 33 days after 10 years of 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

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism, thereby enhancing patient and service user experiences. We welcome applications from Welsh speakers.

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 your employment with us.

Interviews will be held on 06/11/2024.