Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY SWANSEA BAY UNIVERSITY HEALTH BOARD
This post is within the Digital Operations team that requires an enthusiastic and highly motivated individual who responds positively to new challenges. As a Digital Support Engineer, you are responsible for delivering a high quality, professional service to a fast-growing user base within Swansea Bay University Health Board. Your primary responsibility will be to provide technical support and expertise to end-users, troubleshoot issues, and optimise digital operations to enhance productivity and user experience.
Main duties of the job
To provide digital support services to end-users across the Health Board, to maximise the availability and functionality of digital solutions.
Technical troubleshooting of hardware, software, and network issues.
Work as part of a team and escalate issues to the Line Manager as appropriate.
Ensure that scheduled work is completed within timescales to agreed quality standards and in line with departmental procedures.
Understand and abide by the Health Board Information Governance, Cyber Security, Internet, and E-mail policies.
Advise Health Board staff on Cyber Security matters as appropriate.
Responsible for safe use of IT equipment whilst repairing/upgrading in line with Health and Safety policies.
Responsible for installing, maintaining, and upgrading of IT equipment in line with departmental procedures.
Accurately enter information gathered from Service Desk calls onto the IT Service Management system. Update and escalate calls in accordance with departmental guidelines.
Create, update and maintain records on the IT asset database which holds an inventory of the Health Boards’ computer hardware and software.
Working for our organisation
We believe staff are our best asset and we want you to be happy and confident about starting your career here in Swansea Bay University Health Board.
As one of the biggest healthcare groups in the UK we can offer a wealth of professional training and development opportunities in an innovative, forward-thinking organisation.
You might be a nurse or doctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - we have a job for you.
There are also apprenticeships, work placements and volunteering roles available.
We are an inclusive employer and welcome applications from everyone whatever their sex; religion or belief; race; age; sexual orientation; gender identity or, whether they are pregnant or have recently been on maternity leave, married or are in a civil partnership; or, whether they are disabled.
Our values - Caring For Each Other, Working Together and Always Improving, show that our commitment to equality is at the heart of everything we do.
If you want excellent career and training opportunities while living on the doorstep of some of Europe's most spectacular scenery, with all the benefits of a thriving and cosmopolitan city - look no further.
Detailed job description and main responsibilities
Person specification
Qualifications
Essential criteria
1. Educated to Diploma level in an IT related subject or equivalent experience.
Desirable criteria
2. CompTIA A+ Hardware or equivalent.
3. ITIL Foundation Qualification
4. Dell Tech Direct Certification
Knowledge
Essential criteria
5. Sufficient knowledge of computer hardware to support fault diagnosis to component level.
6. Experience in supporting current Microsoft Desktop applications and operating systems.
7. TCPIP Desktop configuration / LAN Troubleshooting
Desirable criteria
8. Microsoft Certified Desktop Support Technician (MCDST).
9. A good understanding of Networking topologies
10. An understanding of Active Directory
Skills and Experience
Essential criteria
11. Experience in the implementation and support of computer hardware and software.
12. Good problem solving, fault finding and rectification techniques, and the ability to think clearly and logically.
13. Perform hardware upgrades, repairs, and component replacements as needed.
14. Good interpersonal skills – able to elicit information from end-users, provide telephone support, advise and coach end-users in the use of IT
15. Able to work alone and as part of a team
16. Must be customer focused and be able to supply first class support and advice
Desirable criteria
17. Experience of IT within a healthcare environment.
18. Ability to speak Welsh
Values
Essential criteria
19. Shows resilience, adaptability and flexible approach as situations arise and positivity when times are tough.
Swansea Bay University Health Board is committed to supporting its staff and processes to fully embrace the need for bilingualism thereby enhancing service users experience. In our commitment to increase the number of staff able to communicate in Welsh with patients and professionals, we would particularly welcome applications from Welsh speakers.
Equality remains at the centre of the Health Boards policy-making, service delivery and employment practices. We value the diversity of our staff and welcome applications from people from protected groups under the Equality Act 2010, this specifically includes age, gender, sexual orientation, gender identity/reassignment, race, religion, disability, pregnancy and maternity and marriage and civil partnership.
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable