Service Desk Officer

Velindre University NHS Trust

Pontyclun

On-site

GBP 29,000 - 32,000

Full time

4 days ago

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Job summary

Velindre University NHS Trust is seeking a Service Desk Officer to provide first-line IT support across a large staff base and client devices. The role emphasizes patient-centric service and timely resolution of calls in a fast-paced environment.

The post is fixed term/secondment for 12 months with potential extension; Welsh language ability is desirable, but English speakers are welcome to apply. Salary bands are competitive for Band 4 staff in Wales.

Qualifications

Good communications skills to support a wide user base.
Experience using Service Desk software to log and respond to calls.
Ability to prioritise calls and provide clear updates.
Excellent customer service with professional communication and positive user experience.
Experience in an IT setting; healthcare experience desired.
Experience providing support for Microsoft Windows and Office 365 applications.

Responsibilities

Have good communications skills for supporting a wide user base.
Work using Service Desk software to take and respond to calls.
Update Service Desk calls with updates and resolutions.
Be able to prioritise calls raised by users in person or through the Service Desk web portal.
Have excellent customer service skills, with the ability to communicate clearly, handle enquiries professionally, and provide a positive experience for all service users.
Work alongside other Digital Services support staff to escalate issues.
Have experience in an IT setting, preferably in a healthcare setting.
Have experience providing support for Microsoft Windows and Office 365 applications.
To try and resolve requests/issues at the 1st line where possible, or provide 2nd line with all required information to avoid unnecessary delays to the resolution of calls.

Skills

Communications

Service Desk software

Prioritisation

Customer service

IT support

Windows

Office 365

Job description

Velindre University NHS Trust

Service Desk Officer

The closing date is 30 September 2026

Job summary

The Digital Services team is a fast-paced environment with over 24,000 calls logged in the past twelve months. The successful candidates will be able to work under pressure and tight timescales whilst providing first class customer service for 1,800 staff and 2,500 client devices.

They will have a passion for innovation, a keen interest in advancing technology and will want to develop current IT support skills.

They will provide first line support to staff across the organisation and be able to demonstrate the ability to diagnose, resolve and monitor technical faults/support calls remotely.

Troubleshooting and problem-solving skills would be advantageous for this role.

This post is fixed term/secondment for 12 months, until 31st March 2027 to meet the needs of the service. If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.

Main duties of the job

Have good communications skills for supporting a wide user base
Work using Service Desk software to take and respond to calls
Update Service Desk calls with updates and resolutions
Be able to prioritise calls raised by users in person or through the Service Desk web portal
Have excellent customer service skills, with the ability to communicate clearly, handle enquiries professionally, and provide a positive experience for all service users
Work alongside other Digital Services support staff to escalate issues
Have experience in an IT setting, preferably in a healthcare setting
Have experience providing support for Microsoft Windows and Office 365 applications
To try and resolve requests/issues at the 1st line where possible, or provide 2nd line with all required information to avoid unnecessary delays to the resolution of calls

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

About us

Here at Velindre University NHS Trust we are extremely proud of the specialist services we provide across the whole of Wales in our cutting-edge Velindre Cancer Centre and our award-winning Welsh Blood Service, as well as the expertise of our corporate functions that bring the two divisions together. We are also fortunate to host the NHS Wales Shared Services Partnership and Health Technology Wales and have developed strong partnership working with these expert services.

Formed in 1994, the Trust has a dedicated workforce that continuously strives to apply the key principles of value-based healthcare through a wide array of roles. We play a vital role in the communities we support and have ambitious plans for the future to continue to improve the services we deliver. We strive to maintain our core values in everything we do by being; accountable, bold, caring and dynamic, and ensuring the best possible care for our patients and donors.

If you want to work for an organisation that prides itself on making a real difference and offers exciting career opportunities then Velindre University NHS Trust is the place for you.

Visit our website to find out more https://velindre.nhs.wales/

Details

Date posted

23 September 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£28,819 to £31,626 a year per annum

Contract

Fixed term