IT Support Officer

Betsi Cadwaladr University Health Board; St Asaph; Hybrid; GBP 21,000 - 26,000; Full time

Job summary

BCUHB in North Wales is seeking an IT Support Officer to join the Service Desk as the first point of contact for colleagues across the region. You will troubleshoot hardware and software issues and support staff to enable high-quality patient care.

The role requires incident logging in ITSM, effective problem solving, and a strong customer service ethos. Welsh language ability is desirable; hybrid working is available with two days on Bowen Court and remaining days remote.

Qualifications

• Educated to Diploma/HNC level or equivalent experience.
• Evidence of Continual Professional Development.
• Problem identification and solving.
• Ability to effectively prioritise tasks in a high-pressure environment.
• Excellent customer service orientation.

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 in line with SLAs.
• Record all IT related issues in the Service Desk ITSM system.
• Provide first line technical support, diagnosing hardware and software problems for corrective action.
• Maintain a high-level customer focused service and call ownership throughout the lifecycle.

Skills

Customer service

Prioritisation

Problem solving

Communication

Teamwork

Education

Diploma/HNC level

Tools

ITSM tool

Job description

Job Overview

Are you passionate about IT and providing users with brilliant customer service?

If so, we’re looking for an enthusiastic IT Support Officer to join our reliable, customer-focused IT Service Desk team as the first point of contact for technical support to colleagues across North Wales.

As an IT Support Officer, you will be the first point of contact for technical issues, ensuring our BCU colleagues have the tools and support they need to deliver exceptional patient care. You’ll support a wide range of IT systems, troubleshoot hardware and software problems, and will also be instrumental in identifying opportunities for continuous improvement, ensuring our IT services continue to grow and adapt to the ever-changing digital landscape.

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

Main duties of the job

Your key responsibilities include:

• Advise on the Support elements of a wide range of solutions.


• Respond to all types of IT related issues reported either via the telephone, ITSM user portal or in person effectively and efficiently, in a polite and professional manner adhering to negotiated Service Level Agreements.


• Record accurately all type of IT related issues within the Service Desk’s incident management tool (ITSM).


• Provide first line technical support, including the analysis & diagnosis of hardware and software problems to initiate the most appropriate corrective action.


• Responsible for providing a high-level customer focused service.


• Responsible for call ownership throughout the call's Lifecyle.

Essential Criteria Includes:

• Educated to Diploma/HNC level or equivalent experience.


• Evidence of Continual Professional Development.


• Problem identification and solving.


• Ability to effectively prioritise tasks in a high-pressure environment.


• Excellent customer service orientation.

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Detailed Job Description And Main Responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents.

The post requires a minimum of 2 days working from our Bowen Court site, the remaining days can be worked remotely within the surrounding geographical area, individual working arrangements can be agreed with the successful candidate.

Flexibility and willingness to adapt to changing work demands and circumstances are essential for this role, as evening and weekend working may be required.

Person specification

Qualifications

Essential criteria

• Meets all essential criteria as per attached job description/person specification

Desirable criteria

• Meets all desirable criteria as per attached job description/person specification