Overview
Have good communications skills for supporting a wide user base.
Responsibilities
* Work using Service Desk software to take and respond to calls
* Update Service Desk calls with updates and resolutions
* Prioritise calls raised by users in person or through the Service Desk web portal
* Work alongside other Digital Services support staff to escalate issues
* Provide first-line support and aim to resolve requests/issues at the 1st line where possible
* Provide second-line support with all required information to avoid unnecessary delays to the resolution of calls
* Have experience in an IT setting, preferably in a healthcare setting
* Have experience providing support for Microsoft Windows and Office 365 applications
* Troubleshooting and problem-solving skills would be advantageous for this role
* The ability to speak Welsh is desirable; English and/or Welsh speakers are equally welcome to apply
The Digital Services team is a fast-paced environment with over 17,000 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.
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 1999, the Trust has a dedicated workforce that continuously strives to provide the key principles of prudent 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.
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