Job summary
Employer heading
IT Support Officer
Band 4
WHO WE ARE:
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff and providing over 100 specialist services. Serving a population of around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health
and care needs of our local population whilst also working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone and to delivering excellent care and support.
Our mission is “Living Well, Caring Well, Working Together”. We have recently refreshed our strategy, Shaping Our Future Wellbeing, which sets out the Health Board’s Vision for improving the health and wellbeing of the populations we serve by 2035 through the delivery of our strategic
objectives; Putting People First, Providing Outstanding Quality, Delivering in the Right Places, and Acting for the Future. We have challenging times ahead, but we are confident that by tackling these challenges together, we can support people to live healthier lives and reduce the unfair differences in
the prevalence of illness and health outcomes we see in our communities today. We aspire to deliver outstanding care and treatment for people when they need it, where they need it; care that compares well with the best in the world, but to do so, we need to transform how we deliver services over the
next decade and beyond.
We are a values-driven organisation and out goals will only be realised if our values are at the heart of everything we do. Created by colleagues, patients and their families and carers, our values are:
- We are kind and caring
- We are respectful
- We have trust and integrity
- We take personal responsibility
As an organisation we strongly believe that it is vital our leaders exhibit the behaviours and values that we expect from all our staff.
We are a teaching Health Board with close links to the university sector, and together we are training the next generation of healthcare professionals, while working on research that will hopefully unlock the cures for today’s illnesses
Please be advised that there is a temporary top up for Bands 1,2 and 3 to reflect the incorporation of the top up to the living wage of £12 per hour - £23,465 per annum. This temporary top up will be in place until the annual pay uplift for 2024/25 is confirmed
Job overview
Providing 1st line support for clinical and administrative colleagues using IT services, including satellite sites within the community.
Being the first point of contact in IM&T for all staff across the organisation in the provision of an IT Service Desk.
You should have proven experience in a Service Desk/phone support environment within a large organisation and able to trouble shoot and resolve various IT related issues, ensuring user calls are effectively resolved to agreed standards and maintaining customer satisfaction levels.
Deliver an efficient, friendly, effective and professional first line call logging/problem solving service.
Main duties of the job
IT Service Desk/IT Support Team, manages more than 10,000 PCs & laptops spread over more than 50 locations in Cardiff and the Vale of Glamorgan receiving more than 300 support calls per day.
This role is ideal for someone with general support experience and high level of inter personal skills, with the ability to discuss a wide range of complex technical issues with a broad spectrum of Health Board staff, primarily over the phone.
You will also assist the existing experienced IT Support Officers with providing low-level account administration via Active Directory and use a wide range of tools for providing solutions to application errors/account management and provide limited training for software and hardware with all Health Board supported products for callers.
You should be able to work well within a team and have sufficient skill sets and experience to assist with the implementation and support of computer systems/services and associated peripherals during a period of digital transformation within C&V.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Working for our organisation
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 15,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services.
Our mission is “Caring for People, Keeping People Well”, and our vision is that every person’s chance of leading a healthy life should be equal. As an organisation we are unashamedly ambitious for our population’s health, rising to the challenges of today and tomorrow through our 10-year strategy, Shaping our Future Wellbeing. We are contributing to a healthier Wales with great emphasis placed on innovation and improvement, learning from around the world and leading the way in clinical research. Partnership working is strong at Cardiff and Vale, and we work closely with our staff and our community.
Cardiff, the thriving Welsh capital, is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions. Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds.
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
Person specification
Qualifiactions
Essential criteria
- Good general standard of academic achievement.
- Any general computer related qualification, in particular Microsoft certification
- Relevant demonstrable experience and knowledge working in an IT environment.
Desirable criteria
- CompTIA A+ certification or Microsoft Certification or Windows 10 course qualifications
- Any Degree qualification
- ITIL V4 Foundation
Experience
Essential criteria
- Sufficient experience of providing Helpdesk/phone support to users
- Experience of trouble shooting PC hardware faults and occasional replacement and reconfiguration of components
- Sufficient years experience of trouble shooting PC software & hardware faults.
Desirable criteria
- Exposure to large corporate computing environments, including networking.
- Exposure to Remote Control Software for fault diagnosis and fixing
Knowledge / Skills
Essential criteria
- Experience in effectively communicating with users on the telephone and solving their problems as efficiently as possible.
- Experience providing limited training for products/services over the phone or in person
- Competent ability with PC hardware and software, Win7/Win10 Operating Systems and Microsoft Office products
Desirable criteria
- Exposure to LAN networking protocols e.g. TCP/IP.
- Exposure to Microsoft Service Packs and Updates, Version control etc
- Knowledge of Imaging software (backup/restore disk image function) and techniques such as MDT / SCCM
Personal Attributes
Essential criteria
- High level of inter personal skills, both verbal and written.
- Ability to work well within a team, but able to work on own initiative and manage own time effectively
Desirable criteria
- Assume responsibility for ensuring that assigned calls are correctly managed until fully resolved.
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Gary Marklew
- Job title
- IT Service Desk Manager
- Email address
- [email protected]
- Telephone number
- 02921 841152
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