Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY WELSH AMBULANCE SERVICE TRUST
The ICT Service Desk is integral to the smooth running of IT services and acts as the single point of contact for all ICT related interactions for the Trust.
Some of the role’s main duties, responsibilities and expectations include, but are not limited to:
Supporting end users of varying technical knowledge via phone call, email and physically via walk-ins / appointments
Maintaining a high-level understanding of the differing teams within ICT and their functions to ensure calls that cannot be first time / line fixed are assigned correctly
Maintaining an up-to-date and comprehensive knowledge base for all functions associated with the 1st and 2nd Line technical support teams and assist in streamlining processes where required
Being passionate about customer service, providing the highest level of ICT support possible, enabling our clinical colleagues to provide the best care they can using ICT supported equipment and applications
Main duties of the job
The ICT Service Desk is integral to the smooth running of IT services and acts as the single point of contact for all ICT related interactions for the Trust.
The role provides frontline support to users, ensuring that incidents and service requests are managed effectively and professionally, contributing to the safe and efficient delivery of clinical and corporate services across the organisation.
Supporting end users of varying technical knowledge via phone call, email and face-to-face via walk-ins or appointments
Maintaining a high-level understanding of the differing teams within ICT and their functions to ensure calls that cannot be resolved at first line are assigned correctly
Maintaining an up-to-date and comprehensive knowledge base for all functions associated with 1st and 2nd Line technical support teams, and assisting in streamlining processes where required
Demonstrating a strong commitment to customer service, delivering high-quality ICT support to enable clinical colleagues to provide the best possible care using ICT-supported equipment and applications.
The ability to speak Welsh is desirable for this post; Welsh and /or English speakers are equally welcome to apply.
Working for our organisation
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.
In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.
Detailed job description and main responsibilities
General customer service, including strong rapport-building and communication skills
Attention to detail
Ability to ask probing questions to support troubleshooting with users of varying IT competency
Use of ITSM tools
Creating, updating and maintaining documentation and knowledge bases
TIL knowledge (Foundation/Overview level)
Use of remote support tools to deliver first-time fixes
Understanding of other ICT teams and their functions to ensure correct and efficient call assignment
Understanding of Service Level Agreements (SLAs) and stakeholder management
Knowledge and use of a range of devices and applications, including PCs, laptops, tablets, Microsoft Office suite.
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
EDUCATION / QUALIFICATIONS
Essential criteria
* Educated to Diploma level in an ICT related subject or equivalent experience.
* Advanced European Computer Driving Licence or equivalent experience in supporting Microsoft desktop applications.
Desirable criteria
* Microsoft Certified Desktop Support Technician (MCDST).
* ITIL Foundation qualification.
SKILLS / ABILITES
Essential criteria
* Good problem solving, fault finding and rectification techniques.
* Explain technical issues in a clear and concise manner.
Desirable criteria
* Ability to speak Welsh.
KNOWLEDGE
Essential criteria
* Operating systems including all current Microsoft Desktop operating systems
* Microsoft Office Suites.
* The post-holder must be proactive and self-motivated in learning new technologies and techniques in support of the organisation ICT requirements by formal training, self-study and practical experience.
Desirable criteria
* General understanding of incident management General understanding of IT Security principles
* Good understanding of Performance Management principles