The Digital Services team is a fast-paced environment with over 24,000 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.
They will provide first line support to staff across the organisation and be able to demonstrate the ability to diagnose, resolve and monitor technical faults/support calls remotely.
Troubleshooting and problem-solving skills would be advantageous for this role.
If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.
This post is fixed term/secondment for 12 months, until 31st March 2027 to meet the needs of the service.
PLEASE NOTE Applicants will need to get permission from their line manager before submitting their interest, a release form to be included with your application form can be downloaded here. (This form is for the staff member and line manager to complete and return to you)
Main duties of the job
Have good communications skills for supporting a wide user base
* Work using Service Desk software to take and respond to calls
* Update Service Desk calls with updates and resolutions
* Be able to prioritise calls raised by users in person or through the Service Desk web portal
* Have excellent customer service skills, with the ability to communicate clearly, handle enquiries professionally, and provide a positive experience for all service users
* Work alongside other Digital Services support staff to elevate issues
* Have experience in an IT setting, preferably in a healthcare setting
* Have experience providing support for Microsoft Windows and Office 365 applications
* To try and resolve requests/issues at the 1st line where possible, or provide 2nd line with all required information to avoid unnecessary delays to the resolution of calls
This post is fixed term/secondment for 12 months, until 31st March 2027 to meet the needs of the service.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
About us
Here at Velindre University NHS Trust we are extremely proud of the specialist services we provide across the whole of Wales in ourcutting-edgeVelindre Cancer Centre and ouraward-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 1994, the Trust has a dedicated workforce that continuously strives to apply the key principles of value based 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.
Visit our website to find out more https://velindre.nhs.wales/
Job 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
Qualifications / Knowledge
* Educated to A-level, diploma or equivalent experience.
* ITIL Foundation Certificate or demonstrable equivalent experience
* Good understanding of IT infrastructure at a technical level.
* Knowledge and understanding of NHS working environment
* Commitment to continuing professional development.
* Knowledge of NHS Wales organisations & ITIL strategy
* Knowledge of relevant NHS standards and legal requirements relating to information governance and security
Experience
* Experience in providing first line IT Support in a 'service desk' environment.
* Experience in providing service desk support of a large and varied user base in IT systems.
* Experience of an ITIL service environment
* Experience of working to Service Level Agreement (SLA) targets and co-ordinating workload to meet them
* Understanding and experience of providing an effective customer service.
Values
* Ability to establish good working relationships with people at all levels
* Ability to work on own initiative whilst being an effective member of a multi-disciplinary team
* Proactive & flexible approach to working
Aptitide and Abilities
* Good and effective communication skills
* Ability to learn new technologies and IT systems
* Ability to analyse and resolve IT issues
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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