IT Support Officer

Betsi Cadwaladr University Health Board; St Asaph; Hybrid; GBP 22,000 - 32,000; Full time

Job summary

BCUHB is seeking an IT Support Officer to be the first point of contact for colleagues across North Wales, delivering reliable IT service desk support.

The role involves troubleshooting hardware and software, recording incidents in ITSM, and maintaining a high standard of customer service. A partial remote-working arrangement is available, with a minimum 2 days on Bowen Court site.

Qualifications

• Diploma/HNC level education or equivalent experience.
• Evidence of Continual Professional Development.
• Ability to identify problems and solve them, even under pressure.
• Excellent customer service orientation and communication skills.

Responsibilities

• Advise on the support elements of a wide range of IT solutions.
• Respond to IT issues via telephone, ITSM portal or in person within SLAs.
• Record all IT issues in the ITSM incident management tool.
• Provide first line technical support and diagnose hardware/software problems.
• Deliver a high level of customer-focused service.
• Own calls throughout their lifecycle.

Skills

Customer service

Problem solving

Prioritisation

Communication

Education

Diploma/HNC level or equivalent

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. Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form. 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 or. 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. Please contact to discuss individual requirements. 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

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

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