Customer-Focused IT Support Officer — Remote

NHS; St Asaph; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Family-friendly benefits

Work-life balance policies

Job summary

Betsi Cadwaladr University Health Board (BCUHB) is seeking an enthusiastic IT Support Officer to join the North Wales IT Service Desk. You will be the first point of contact for colleagues, resolving hardware and software issues and ensuring patients receive uninterrupted care through stable digital tools.

The role requires delivering high-quality customer service, logging incidents in ITSM, and supporting continuous improvement of IT services.

Qualifications

• Experience providing IT support to colleagues and users.
• Ability to troubleshoot hardware and software problems.
• Familiarity with incident management tools and service desk processes.

Responsibilities

• Advise on the support elements of a wide range of solutions.
• Respond to IT-related issues via telephone, ITSM portal or in person, professionally and efficiently.
• Record all IT-related issues in the service desk’s incident management tool (ITSM).
• Provide first-line technical support including analysis and diagnosis of hardware/software issues.
• Show high-level customer focus and ownership of calls throughout their lifecycle.

Skills

Customer service

Troubleshooting

Incident management

First line support

Communication

Education

Diploma/HNC level or equivalent

Tools

ITSM

Job description

Betsi Cadwaladr University Health Board (BCUHB) is seeking an enthusiastic IT Support Officer to join the North Wales IT Service Desk. You will be the first point of contact for colleagues, resolving hardware and software issues and ensuring patients receive uninterrupted care through stable digital tools.

The role requires delivering high-quality customer service, logging incidents in ITSM, and supporting continuous improvement of IT services.