Service Desk Specialist — 1st Line IT Support

Velindre University NHS Trust; Pontyclun; On-site; GBP 29,000 - 32,000; Full time

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 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.