Main area D&HI Department Grade Band 4 Contract 9 months (Fixed term - to meet the needs of the service) Hours 37.5 hours per week (Full time) Job ref 001-AC189-1025
Employer Cardiff and Vale University Health Board Employer type NHS Site University Hospital of Wales Town Cardiff Salary £27,898 - £30,615 Per annum Salary period Yearly Closing 23/10/2025 23:59
IT Support Officer
Band 4
WHO WE ARE:
Cardiff and Vale University Health Board is one of the largest Integrated Health Board in the UK, employing over 16,000 staff and providing over 100 specialist services. Serving a population of around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health and care needs of our local population whilst also working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone and to delivering excellent care and support.
Our mission is “Living Well, Caring Well, Working Together”. We have recently refreshed our strategy, Shaping Our Future Wellbeing, which sets out the Health Board’s Vision for improving the health and wellbeing of the populations we serve by 2035 through the delivery of our strategic objectives; Putting People First, Providing Outstanding Quality, Delivering in the Right Places, and Acting for the Future. We have challenging times ahead, but we are confident that by tackling these challenges together, we can support people to live healthier lives and reduce the unfair differences in the prevalence of illness and health outcomes we see in our communities today. We aspire to deliver outstanding care and treatment for people when they need it, where they need it; care that compares well with the best in the world, but to do so, we need to transform how we deliver services over the next decade and beyond.
We are a values-driven organisation and out goals will only be realised if our values are at the heart of everything we do. Created by colleagues, patients and their families and carers, our values are:
* We are kind and caring
* We are respectful
* We have trust and integrity
* We take personal responsibility
OUR REGION:
Wales has much to offer with miles of stunning coastline, UNESCO world heritage sites and beautiful countryside. Cardiff, the thriving Welsh capital, has something for everyone. It is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions. Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline, as well as charming towns including Penarth and Cowbridge. Those seeking more culture may find themselves drawn to the National Museum, St Fagan’s Museum of Welsh Life or the Millennium Centre, home of the Welsh National Opera. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds.
Job overview
Providing 1st line support for clinical and administrative colleagues using IT services, including satellite sites within the community.
Being the first point of contact in D&HI for all staff across the organisation in the provision of an IT Service Desk.
You should have proven experience in a Service Desk/phone support environment within a large organisation and able to troubleshoot and resolve various IT related issues, ensuring user calls are effectively documented, resolved to agreed standards and maintaining customer satisfaction levels.
Deliver an efficient, friendly, effective and professional first line call logging/problem solving service.
Main duties of the job
The IT Service Desk manages more than 10,000 PCs & laptops spread over more than 50 locations in Cardiff and the Vale of Glamorgan receiving more than 300 support calls per day.
This role is ideal for someone with general support experience and a high level of inter personal skills, with the ability to discuss a wide range of complex technical issues with a broad spectrum of Health Board staff, primarily over the phone.
You will also assist the existing experienced IT Support Officers with providing low-level account administration via Active Directory and use a wide range of tools for providing solutions to application errors/account management and provide limited training for software and hardware with all Health Board supported products for callers.
You should be able to work well within a team and have sufficient skill sets and experience to assist with the implementation and support of computer systems/services and associated peripherals during a period of digital transformation within C&V.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
This post is fixed term for 9 months to meet the needs of the service
Working for our organisation
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone, delivering excellent care and support.
Our mission is “Living Well, Caring Well, Working Together”, and our vision is that every person’s chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.
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
Knowledge
* Expert technical knowledge to enable build, installation, and repair of IT Hardware such as PCs, laptops, iPad phones, tablets, and printers.
* Ability to apply theoretical knowledge to diagnose and resolve non-routine or complex IT faults.
* An excellent understanding of Microsoft Desktop Operating systems and applications including 365 technologies.
* Possess a clear understanding of IT Service Delivery and the timescales surrounding the resolution of raised issues.
* Knowledge of the use of information systems within the NHS.
* Knowledge of IT Systems such as SCCM and Antivirus solutions.
* Knowledge of IT policies and procedures including IT security and disaster recovery.
* Knowledge of ITSM tools e.g Ivanti
Experience
* Experience of Call Centre/ Helpdesk/ Service Desk or other telephone-based customer service.
* Experience of working in an IT Support environment.
* Experience of diagnosing PC hardware, operating systems, and applications.
* Experience with software problems/issues.
* Working knowledge of operating systems and applications software, both off the shelf and proprietary/bespoke.
* Working knowledge of Incident logging and call handling systems.
* Significant experience of working within IT in an NHS environment.
* Experience installing Clinical applications within NHS environment.
* Exposure to large corporate computing environments, including networking.
* Exposure to Remote Control Software for fault diagnosis and fixing.
* Experience of Network Hub patching.
Skills and Attributes
* Competent ability with PC hardware and software.
* Ability to install new and existing PCs to an agreed standard.
* Knowledge of Network Configuration and adding PCs to the domain.
* Ability to use a wide range of tools for providing solutions to application errors.
* Provided limited training for software and hardware.
* Demonstrable methodical approach to finding faults, diagnosing the cause, and implementing a resolution.
* Ability to service PCs such as replacing internal components.
* Excellent communication skills with the ability to convey complex technical concepts in plain language to a wide-ranging audience.
* Able to work under pressure.
* Ability to work well within a team, but able to work on own initiative and manage own time effectively.
* Exposure to Microsoft Service Packs and Updates, Version control etc.
* Exposure to LAN networking protocols e.g., TCP/IP.
* Knowledge of Imaging software and techniques such SCCM.
* Knowledge of emerging technologies.
* Welsh Language Skills are desirable, levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
Other
* Respond to both fault and installation calls in accordance with Call Handling Procedures, to ensure user calls are effectively resolved to agreed standards, and to maintain customer satisfaction levels.
* Able to manage own time and workload effectively when necessary.
* Participated in a out of hours On Call rota.
MANAGING YOUR APPLICATION:
We are committed to promoting inclusion, where all staff have a sense of belonging. We welcome applications from everyone and recognise the need for our workforce to represent the diversity of the population we serve. We value our differences and fully advocate, cultivate and support an inclusive working environment where staff treat one another with dignity and respect and where diversity is celebrated. We aim to create a working environment where every individual can fulfil their potential no matter their disability, sex, gender identity, race, sexual orientation, age, religion or belief, pregnancy and maternity or marriage and civil partnership status.We are keen to break down barriers in the UHB, and encourage applications from under-represented groups.
Applicants are invited to apply in Welsh. Any application submitted in Welsh will not be treated less favourably than an application made in English.
The UHB reserves the right to close this vacancy after 24 hours if a large number of suitable applications are received. Therefore, we encourage early applications to ensure consideration for this post.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
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
#J-18808-Ljbffr