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. We also offer a number of family-friendly benefits, including work-life balance policies.

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.

Job overview

The IT Support Officer role is to be the first point of contact for all ICT issues within the Health Board, they will provide an efficient, friendly, effective and professional first line hardware and software support service to all ICT service users.

The post holder will be responsible for the provision of remote support while working as part of the ICT Service Desk and will also provide first line onsite support while visiting health board sites as part of a scheduled rota.

The post holder will also be involved with planning and take part in testing and training of software and ensure the appropriate documentation is completed and published.

Planning, management, implementation and receiving into support discrete projects across the whole Health Board.

The ICT Support officer directly accountable to the Senior ICT Support Officer for operational management and to the ICT Service Desk Manager for line management.

Base: The post requires a minimum of 2 days working from Bowen Court, St Asaph and 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.

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

Would you like to be involved in delivering and supporting ICT Solutions that make a difference to our users?

If so, the Informatics service is looking for a full time positive and enthusiastic ICT Support Officer to join a dynamic team. Working across BCU you will provide operational support across a range of ICT System Solutions providing the training and support of ICT skills, system solutions, coordination of training activities and involvement with implementations.

Your key responsibilities include:

• Advise on the support elements of a wide range of solutions
• Respond to all types of ICT related issues reported either via the telephone, live chat, informatics portal or in person effectively and efficiently, in a polite and professional manner adhering to negotiated Service Level Agreements.
• Record accurately all type of ICT related issues within the Service Desk's incident management tool. (Service Point)
• 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 lifecycle.

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 please click "Apply now" to view in Trac.

Person specification

Qualifications

Essential criteria

• Educated to Degree level or equivalent relevant experience
• Evidence of Continual Professional Development
• Knowledge of one or more business/clinical systems

Desirable criteria

• Knowledge in application management

Experience

Essential criteria

• Experience in the support of software solutions
• Participation in change management projects and process re-engineering
• Problem identification and solving

Desirable criteria

• Experience of managing change
• Experience of working in an NHS/social care or voluntary sector setting

Skills

Essential criteria

• Excellent Microsoft Office skills
• Ability to work on own initiative and organise / prioritise own workload
• Proven ability to communicate verbally and in writing in a manner which is clear, fluent and persuasive
• Able to follow national policies and guidance as appropriate to their role
• Proven ability to analyse and appropriately present complex information so that it is easy to understand
• Ability to train and support staff
• A broad range of ICT skills
• Sound judgement, planning, decision making, and organisational skills

Desirable criteria

• Spoken or written Welsh language
• Current knowledge of Health Informatics and its application

Knowledge

Essential criteria

• Training methodologies
• Knowledge and appreciation of the capabilities and limitations of IT

Desirable criteria

• Current knowledge of Health Informatics and its application

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

Employer certification / accreditation badges

Applicant requirements

Welsh language skills are desirable

Documents to download

• Bilingual JD (PDF, 400.4KB)
• PS Bilingual (PDF, 432.6KB)
• OH - Bilingual (PDF, 728.5KB)
• Guidance Notes for Applicants October 2020 (PDF, 624.8KB)
• Values and Proud to Lead (PDF, 335.6KB)
• NWSSP Recruitment Services Privacy Notice (PDF, 688.3KB)
• NHS North Wales - The Right Choice (PDF, 3.6MB)
• Welsh Language Matrix (PDF, 134.3KB)