Junior IT Support Officer

Betsi Cadwaladr University Health Board; Rhuallt; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A prominent healthcare provider in Wales is seeking a Junior IT Support Officer to provide technical support across North Wales. The role involves first-line troubleshooting for hardware and software issues, managing incidents, and delivering exceptional customer service. Ideal candidates are proactive, possess strong ICT skills, and have a passion for helping others. The position offers flexible working arrangements and generous holiday entitlements.

Benefits

Up to 34 days holiday entitlement

Generous employer pension contributions

Agile and flexible working options

Membership of the British Computer Society

Car leasing options

Qualifications

• Friendly and professional approach to customer service.
• Proactive attitude in resolving issues.
• Experience communicating with various individuals.

Responsibilities

• Provide first-line technical support for users.
• Log and manage incidents using the ITSM tool.
• Deliver excellent customer service throughout the support process.

Skills

Customer service

Clear communication

Problem-solving

ICT systems proficiency

Job description

Overview

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 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. We are committed to promoting equality and diversity and welcome applicants under the Disability Confident Employer scheme. We offer family-friendly benefits, including work-life balance policies. Successful applicants will receive recruitment correspondence via the email account registered on the application form. Applications may be submitted in Welsh; Welsh applications will not be treated less favourably than English ones.

Role

Enthusiastic Junior IT Support Officer to join our reliable, customer-focused ICT Service Desk team as the first point of contact for technical support to colleagues across North Wales.

Responsibilities

• Provide first-line technical support and troubleshooting for hardware, software, and access issues via phone, email, and the Halo portal.
• Log, manage, and resolve incidents using the Health Board's ITSM tool (BCU Halo), ensuring accurate and timely updates.
• Deliver excellent customer service by communicating clearly and professionally with users, keeping them informed throughout the support process.

Qualifications / Experience

• A friendly, professional approach with a strong commitment to customer service.
• Clear and confident communication skills.
• A proactive attitude with the ability to take ownership of issues and follow through to resolution.
• A willingness to learn and adapt to new technologies and processes.
• Confidence in using ICT systems and tools to support users and resolve issues.
• Experience providing excellent customer service.
• Experience communicating with a wide range of people, including those who may be under pressure or unfamiliar with technology.
• Ability to identify and resolve problems calmly and professionally, using available tools and guidance.
• An interest in technology and a desire to help others use it effectively.
• Experience working within NHS/Healthcare setting is desirable.

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 organisation provides a full range of services for a population of around 700,000, across North Wales, and supports equality and diversity. We are a Disability Confident Employer and offer family-friendly benefits, including work-life balance policies. Please check your email account regularly; recruitment correspondence will be sent to the address registered on the application form. Applications may be submitted in Welsh. The Welsh language is welcome but not a barrier to English speakers.

Base: The post requires a minimum of 2 days working from our Bowen Court site, with remaining days potentially remote within the surrounding area; individual arrangements can be agreed with the successful candidate. Flexibility and willingness to adapt to changing work demands and circumstances are essential; evening and weekend working may be required.

The ability to speak Welsh is desirable; Welsh and/or English speakers are equally welcome to apply. To work in the UK, non-UK/non-RoI nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa unless another route is available. Non UK/RoI candidates should assess eligibility for a Certificate of Sponsorship by visiting Work in the UK. If eligible for the Health and Care visa, application costs are lower and the Immigration Health Surcharge may not apply.

Benefits

• Up to 34 days holiday entitlement plus bank holidays
• Generous employer pension contributions
• Agile and flexible working options
• Membership of the British Computer Society
• Car leasing options