IT Support Officer

Betsi Cadwaladr University Health Board; Wales; On-site; GBP 22,000 - 30,000; Full time

Job summary

Betsi Cadwaladr University Health Board (BCUHB) is seeking an enthusiastic IT Support Officer to join our IT Service Desk in North Wales. You will be the first point of contact for colleagues, solving hardware and software issues and ensuring patient care tools stay available.

You will deliver high‑quality first line support, manage incidents, and contribute to continuous service improvements while delivering excellent customer service in a busy healthcare environment.

Qualifications

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

Responsibilities

• Advise on the Support elements of a wide range of solutions.
• Respond to all types of IT related issues reported via telephone, ITSM user portal or in person, adhering to SLAs.
• Record accurately all IT related issues within the Service Desk's incident management tool (ITSM).
• Provide first line technical support, including analysis & diagnosis of hardware and software problems to initiate corrective action.
• Responsible for providing a high-level customer focused service.
• Responsible for call ownership throughout the call's lifecycle; Welsh/English speakers welcome to apply.

Skills

IT support

Customer service

Education

Diploma/HNC level or equivalent experience

Job description

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.

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

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.