IT Support Officer
Job summary
Service Desk:IT Support Officer
This role requires regular attendance at our Cardiff-based office, and applicants must be able to work in-person from there, as well as occasionally elsewhere in Wales.
Interviews will take place in person at our Cardiff base office
We areseekinga process-driven and personable 1st Line IT Support Officer to join ourServiceDeskteam.
In this role, you will be the face of IT, acting as the primary point of contact for technical issues, with thepriorityofdelivering exceptional customer service whilstadheringtoframeworks and procedures. Youaren'tjust fixing computers; you are ensuring ourserviceusers feel supported and that everyrequest for supportis logged, categorised, and escalated according to our internalexpectations.
The successful candidate will blend a solid technical foundation.includingproficiencyin Active Directory,Multi Factor Authentication, Microsoft365Supportand hardware troubleshooting,with a disciplined approach to workflows.
You mustdemonstrateapositiveattitude. If you are a methodical problem-solver who prides themselves on clear communication and operational excellence, we want to hear from you.
Main duties of the job
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Providing first line support to circa 2500 Public Health Wales staff via telephone self-service or email
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Act as the single point of support contact for all end-user incidents and requests for Digital Services within the Trust
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Working in line with ITIL best practice, you will be using an IT Service Management tool to triage Incidents and service requests whilst occasionally also raising andmaintaining problem record
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome
About us
We are Public Health Wales - the national public health agency in Wales. Our purpose is 'Working together for a healthier Wales'. We exist to help everyone in Wales live longer, healthier, happier lives. Together with our partners, we work to increase healthy life expectancy, improve health and well-being, and reduce inequalities for everyone in Wales, now and for future generations.
Our teams work to prevent disease, protect health, and provide leadership, specialist services and public health expertise. We are the leading source of public health information, research and innovation in Wales. In a world facing complex health challenges, our work has never been so important.
We are guided by our Values, 'Working together, with trust and respect, to make a difference'. We are committed to building an inclusive workplace that values equality and diversity. We welcome applications which represent the rich diversity of the communities we serve and are supportive of flexible working arrangements, including part time roles and job sharing.
To find out more about working for us and the benefits we offer please visit https://phw.nhs.wales/careers/
For guidance on the application process, please visithttps://phw.nhs.wales/working-for-us/applicant-information-and-guidance/
Job description
Job responsibilities
Experience
Essential
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Excellent understanding and experience of supporting Printing, Productivity suites, Operating Systems, Networking, Active Directory administration,Internetand Email in a corporate environment
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Experience of working in a technical support role and proven experience in the development and support of IT systems
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Experience of answering phone calls from customers
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Experience of writing technical documentation
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Experience of working toin a team, on owninitiative and totight deadlines in a busy working environment
Desirable
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Experience of working directly with a range of stakeholders, and partners, especially within the NHS
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PreviousContact Centre experiencein an IT environment
Skills and Attributes
Essential
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Excellent customer service skill
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Excellent IT skills and ability including using MS Word, Excel, Power Point, Outlook, ideally as well as Adobe products
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Ability to produce high quality documentation
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Communicates effectively at all levels within the NHS and partner organisations
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Able to prioritise work andidentifyurgent actionand changing priorities
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Good oral and written English communication skills
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Self-motivated and enthusiastic with the ability to work unsupervised as an effective and responsible team-member
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Answer the phone with a Welsh scripted greeting
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Ability todemonstrateunderstanding and application of our workplace values, together with the underpinning behavioursidentifiedfor success in this role
Desirable
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Ability to communicate complex information
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Proof readingand attention to detail
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Ability to communicate effectively in Welsh
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Able to set and manage expectations
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Proficient in the use of Active Directory
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Good useof initiative and innovative thought
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Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.Weprovidea wide range of learning opportunities and support to help you develop your Welsh language skills throughout your employment with us.
Other
Essential
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Commitment to continuous improvement and being part of a highly effective and team
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Willingness tomotivate andhelp others and to achieve organisational objectives
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Demonstrates openness, integrity, and kindness
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Flexible approach to needs of the serviceand willing to travel to local and national events
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Ability to travel between rural sitesin a timely mannerto meet the needs of the service
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 and Knowledge
- Diploma level 4 in a relevant subject or able to demonstrate equivalent capability
- Evidence and Commitment to continuing professional development for self and team members
- Good general knowledge of common hardware and software applications including but not restricted to: Common email systems and protocols Domain Name Service Active Directory System Windows, iOS & Android Operating systems
- Understanding of inter-relationships between aspects of IT infrastructure and service support requirements
- Good understanding of the Microsoft 365 platform, including and not limited to Outlook, Teams, Power Platform, SharePoint, and MS Lists
- Knowledge of NHS Wales organisations strategy
- Foundation qualification in ITIL v3 or v4
- Recognised ICT Qualification
- CompTIA A+, or equivalent
- Microsoft Certified Desktop Support Technician (MCDST)
Experience
- Excellent understanding and experience of supporting Printing, Productivity suites, Operating Systems, Networking, Active Directory administration, Internet and Email in a corporate environment
- Experience of working in a technical support role and proven experience in the development and support of IT systems
- Experience of answering phone calls from customers
- Experience of writing technical documentation
- Experience of working to in a team, on own initiative and to tight deadlines in a busy working environment
- Experience of working directly with a range of stakeholders, and partners, especially within the NHS
- Previous Contact Centre experience in an IT environment
Skills and Attributes
- Excellent customer service skill
- Excellent IT skills and ability including using MS Word, Excel, Power Point, Outlook, ideally as well as Adobe products
- Ability to produce high quality documentation
- Communicates effectively at all levels within the NHS and partner organisations
- Able to prioritise work and identify urgent action and changing priorities
- Good oral and written English communication skills
- Self-motivated and enthusiastic with the ability to work unsupervised as an effective and responsible team-member
- Answer the phone with a Welsh scripted greeting
- Ability to demonstrate understanding and application of our workplace values, together with the underpinning behaviours identified for success in this role
- Ability to communicate complex information
- Proof reading and attention to detail
- Ability to communicate effectively in Welsh
- Able to set and manage expectations
- Proficient in the use of Active Directory
- Good use of initiative and innovative thought
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh. We provide a wide range of learning opportunities and support to help you develop your Welsh language skills throughout your employment with us.
Other
- Commitment to continuous improvement and being part of a highly effective and team
- Willingness to motivate and help others and to achieve organisational objectives
- Demonstrates openness, integrity, and kindness
- Flexible approach to needs of the service and willing to travel to local and national events
- Ability to travel between rural sites in a timely manner to meet the needs of the service
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Public Health Wales
Address
Public Health Wales 2 Capital Quarter
Tyndall Street
Cardiff
CF10 4BZ
Employer's website
https://phw.nhs.wales/