Job summary
This post is Fixed Term/Secondment for until 30/09/2026 due to the needs of the service
Working as part of a hybrid team across Service Desk and Digital Applications, you will take calls/tickets from customers and try to resolve their queries, acting as the first point of contact, providing timely, effective and efficient support to stakeholders. If unable to resolve within prescribed timeframes, you will escalate through the functional and hierarchical escalation paths.
Working closely with more senior colleagues (and in accordance with agreed procedures) to assist with specified routine maintenance procedures. This may include making modifications to system parameters, devising permanent or temporary corrections and workarounds or site-specific enhancements, re-configuring systems, maintaining application data, providing guidance or training to users or operations staff, and creating or updating documentation. Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.
Main duties of the job
The role requires a self-motivated individual, able to demonstrate an aptitude for technology and a flair for troubleshooting. Able to demonstrate excellent customer service, have excellent planning and administrative skills and the ability to manage their time effectively ensuring all objectives and deadlines are met.
This post is Fixed Term/Secondment for until 30/09/2026 due to the needs of the service
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.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Job description
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.
Job description
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 and Knowledge
Essential
- Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience to vocational level 3.
- Knowledge of one or more clinical IT systems in use within the Health Board.
- IT software workings, Microsoft Office.
Desirable
- IT qualification i.e. registered IT Technical (RITTech) or FEDIP Associate.
- Service Management qualification i.e. ITIL Foundation.
Experience
Essential
- Previous experience of delivering objectives.
- An understanding of user requirements and implementing Change Management.
- Experience of delivering outcomes within tight timescales.
Desirable
- Experience of using computerised clinical and administrative information systems.
- Experience of working in an NHS environment.
- Experience of working in a clinical or ICT environment.
Skills and Attributes
Essential
- Effective interpersonal and communication skills (written and verbal).
- Strong organisational and planning skills.
- Enthusiastic, self-motivated, looks for opportunities to improve services, staff and self.
- Cares about the service and service continuity and is willing to go the extra mile when necessary.
- Able to meet travel requirements of the role.
- Flexible approach and adaptable to meet all aspects of the work.
- Proactive and dedicated to completing tasks.
Desirable
- Ability to communicate with all levels of the organisation.
- Ability to speak Welsh.
Other
Essential
- Ability to travel between sites in a timely manner.
Person Specification
Qualifications and Knowledge
Essential
- Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience to vocational level 3.
- Knowledge of one or more clinical IT systems in use within the Health Board.
- IT software workings, Microsoft Office.
Desirable
- IT qualification i.e. registered IT Technical (RITTech) or FEDIP Associate.
- Service Management qualification i.e. ITIL Foundation.
Experience
Essential
- Previous experience of delivering objectives.
- An understanding of user requirements and implementing Change Management.
- Experience of delivering outcomes within tight timescales.
Desirable
- Experience of using computerised clinical and administrative information systems.
- Experience of working in an NHS environment.
- Experience of working in a clinical or ICT environment.
Skills and Attributes
Essential
- Effective interpersonal and communication skills (written and verbal).
- Strong organisational and planning skills.
- Enthusiastic, self-motivated, looks for opportunities to improve services, staff and self.
- Cares about the service and service continuity and is willing to go the extra mile when necessary.
- Able to meet travel requirements of the role.
- Flexible approach and adaptable to meet all aspects of the work.
- Proactive and dedicated to completing tasks.
Desirable
- Ability to communicate with all levels of the organisation.
- Ability to speak Welsh.
Other
Essential
- Ability to travel between sites in a timely manner.
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.
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 (Opens in a new tab).
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 (Opens in a new tab).
Additional information
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.
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 (Opens in a new tab).
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 (Opens in a new tab).
