Job summary
- Main area
- Digital - Desktop Support
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (On call rota cover will be part of the duties)
- Job ref
- 110-AC263-0624
- Employer
- Cwm Taf Morgannwg University Health Board
- Employer type
- NHS
- Site
- Prince Charles Hospital
- Town
- Merthyr
- Salary
- £28,834 - £35,099 per annum
- Salary period
- Yearly
- Closing
- 11/07/2024 23:59
Employer heading
ICT Service Desk Specialist Support Officer
Band 5
We provide healthcare services to people living in Bridgend, Merthyr Tydfil and Rhondda Cynon Taf county borough areas, serving a population of around 450,000. We are ideally situated between Wales’s capital city, Porthcawl to the west, and the stunning scenery in the Brecon Beacons.
Our vision is to care for our communities and patients by preventing ill-health, promoting better health, providing excellent services and reducing the need for inpatient care wherever possible through the provision of strengthened home, primary and community care.
We value the diversity of our staff and welcome applications from people from protected groups under the Equality Act 2010, this specifically includes age, sex, sexual orientation, gender identity/reassignment, race/nationality, religion/belief, disability, pregnancy and maternity and marriage and civil partnership.
Cwm Taf Morgannwg is a Living Wage Employer.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
All applicants are invited to apply in Welsh or English, and no preference will be given to applications submitted in either language.
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
An exciting opportunity for one permanent desktop support staff, has arisen to join the End User Computing team at Cwm Taf Morgannwg University Health Board, based at Prince Charles Hospital, Merthyr with a need to also work at other locations across the organisation.
You will provide desktop support services to clinical and non clinical users across the healthboard. The candidate will require technical experience, supporting users with applications and devices. You must demonstrate experience working 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:
- Work within Service Point to take and respond to service point calls
- Deal with users via the telephone in order to help resolve their ICT issues
- Report daily to the Desktop Team Leader
- Update service point calls with call updates and resolutions
- Be able to build and fix ICT peripherals in a timely manner
- Be able to prioritise calls which are logged by users
- Work alongside other ICT desktop support staff
Experience in an ICT setting is essential for this role, experience in a healthcare setting is desirable.
You will be required to travel promptly between sites and make decisions sometimes without availability of an escalation. You will also be required to carry kit to and from locations. You may be required to sometimes work in other health board locations.
You will be expected to participate in an on-call rota and the ability to travel in a timely manner is essential for this post as you will be expected to travel between sites across the health board.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We live by our core values:
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.
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
Qualifications
Essential criteria
- Degree or equivalent skills, knowledge and experience, plus additional specialist knowledge of ICT working procedures and practice in a range of areas
- Knowledge and experience of computer systems, software and hardware to degree level or equivalent.
Desirable criteria
- ECDL or similar qualification.
- Relevant professional qualifications.
Experience
Essential criteria
- Previous experience with IT systems within an NHS environment.
- Proven ability to liaise with people at various levels throughout the organisation and external agencies.
- Confidentiality and other policies affecting confidentiality.
- PC hardware repairs, setting up new PCs and rebuilding systems.
- Working in an IT support environment.
Desirable criteria
- Supporting ICT within an NHS environment.
- Printer repairs.
- Network skills.
- Thin Client environments.
Personal Qualities
Essential criteria
- Be able to work both as part of a team and as an individual.
- Good organiser, and stays calm under pressure.
- Be comfortable working with all levels of organisation.
- Resilient with a flexible approach to work, to meet service needs.
Desirable criteria
- Ability to speak Welsh.
Circumstances
Essential criteria
- Able to meet the physical demands of the role, particularly Installation of equipment.
- Regular use of a VDU.
- Able to travel around UHB sites in a timely manner.
Other
Essential criteria
- Work flexibly to meet demands of the department and the service.
- Participate in on-call rota.
Skills
Essential criteria
- Ability to produce good quality documentation, report writing.
- Presentation skills.
- Excellent written and verbal communication skills.
- Advanced keyboard skills.
- Problem solving skills.
- Follow and champion ITIL principles.
- Current and previous Windows environments.
- In depth knowledge of Microsoft products such as Office, to assist users with queries.
Desirable criteria
- Working knowledge of the organisation of the NHS and current policy initiatives.
- Up to date awareness of NHS IT strategy.
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Aled Webb
- Job title
- Desktop Support Manager
- Email address
- [email protected]
- Telephone number
- 01685 721721
- Additional information
Robert Falat - [email protected]
List jobs with Cwm Taf Morgannwg University Health Board in Administrative Services or all sectors