Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY SWANSEA BAY UNIVERSITY HEALTH BOARD
The Post holder will: -
• Provide an efficient and effective first line support service for a dynamic, professional and proactive Service Desk team,
delivering a comprehensive and effective first point of call for the Digital Services Department.
• Work closely in conjunction with the Service Desk Team Leader to deliver an integrated IT support service within the agreed
Service Level Agreements.
• Responsible for the reporting of IT related issues presented via the IT Support Service tool, and for ensuring the software is fully
updated with activities logged and escalated wherever possible.
• Required to work independently but also must have the ability to decide when to involve management.
• Be expected to cope with varying degrees of pressure when clinical staff phone with high demands of response.
Main duties of the job
Plan and manage own and team workload to meet KPIs and ensure Service Desk coverage. Work autonomously, adapting tasks to varying demands. Provide high-quality first-line technical support via phone, email, and remote tools, resolving most incidents and escalating when necessary. Monitor request patterns, flag recurring issues, and recommend corrective actions. Ensure compliance with Cyber Security, Health & Safety, Risk Management, and Information Governance policies, reporting hazards and incidents promptly. Maintain strong communication with staff, third parties, and Service Management, supporting major incident processes and promoting self-service tools. Accurately log and manage incidents and requests throughout their lifecycle. Maintain up-to-date technical knowledge, contribute to internal resources, and assist with testing hardware/software. Create user accounts, manage Active Directory, and troubleshoot authentication, hardware, and software issues. Use internal/external resources to resolve queries and keep informed on digital developments. Provide staff training, support audits, and explore technologies to improve healthcare informatics. Escalate suspected security incidents promptly and actively participate in team meetings and development reviews.
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 able to demonstrate the equivalent level of knowledge, skills and experience
2. Advanced Computer skills or equivalent experience in supporting Microsoft Desktop applications.
Desirable criteria
3. CompTIA A+ Hardware or equivalent
4. CompTIA A+ Software or equivalent
5. Microsoft Certified Desktop Support Technician (MCDST)
6. Knowledge of NHS Wales organisations and ITIL strategy
7. Improving Quality Together (IQT) Bronze
Experience
Essential criteria
8. Experience in first line support role
9. Experience of implementation and support of computer systems, software and networks.
10. Operating systems including all current Microsoft Desktop OS. (Windows 365).
11. Sufficient knowledge of computer hardware to support fault diagnosis to component level
12. Microsoft Office Suites
13. LAN troubleshooting
14. Printer and other peripheral diagnostics and connectivity
Desirable criteria
15. Experience of IT within a healthcare environment
16. Active Directory management
Other
Essential criteria
17. Self motivated in learning new technologies and techniques in support of the organisation IT requirements by formal training, self study and practical experience
18. Able to work under own initiative and manage time / priorities effectively
Desirable criteria
19. Ability to speak Welsh
Aptitude and Abilities
Essential criteria
20. Good problem solving, fault finding and rectification techniques
21. Ability to think clearly and logically
22. Good interpersonal skills – empathise with users, display active listening skills and a polite telephone manner.
23. Ability to explain technical issues in a non-technical way to end users
24. Must be customer focused and be able to supply first class support and advice
25. Able to work alone and as part of a team
26. Able to adapt to change and keep up with new technologies using own initiative
Desirable criteria
27. Experience of working to SLA targets and co-ordinating workload to meet them
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