Job summary
The Digital Service Desk Analyst is the first point of contact between end users and Digital Services. The successful candidate will provide excellent first line application support for Local and National Systems across the Health Board. Duties primarily include the logging, triaging, and progressing of calls right through to resolution. Whilst an understanding of NHS environments and systems is desirable, on-the-job training will be given to the successful candidate.
The position is based at SBU Health Board Headquarters in Baglan, Port Talbot, but Agile working is currently in place 4 days a week, working from home, and 1 day working at the office. The successful candidate will be expected to cover the core hours 8.30am to 5.00pm, Monday to Thursday, 8.30am to 4.30pm Friday.
Main duties of the job
- Provide system administration support for patient systems such as Welsh Clinical Portal, WelshPAS, SIGNAL, ABMU Clinical Portal, Document Management System, etc.
- Resolve day to day system issues arising from Service Desk incidents.
- Maintenance of user accounts including the setup of new users and deletion of users.
- Escalate support issues as appropriate.
- Ensure that scheduled work is completed within timescales to agreed quality standards and in line with departmental procedures.
- Advise Health Board personnel on Cyber Security matters as appropriate.
- Accurately enter information gathered from Service Desk calls onto the IT Service Desk system. Update and escalate calls in accordance with departmental guidelines.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
About us
We believe staff are our best asset and wewant 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 ordoctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - wehave a job for you.
There are also apprenticeships, work placementsand 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 thatour 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.
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
Essential
- Educated to Diploma level in an IT related subject or equivalent experience
- ECDL or equivalent experience in supporting Microsoft Desktop applications
Desirable
- CompTIA A+ Hardware or equivalent
- CompTIA A+ Software or equivalent
- Microsoft Certified Desktop Support Technician (MCDST)
- ITIL Foundation qualification or experience
- Improving Quality Together (IQT) Bronze
Experience
Essential
- Experience in 1st line support role
- Experience of implementation and support of computer systems, software and networks
- Operating systems including all current Microsoft Desktop OS (Windows 7 / 10)
- Sufficient knowledge of computer hardware to support fault diagnosis to component level
- Microsoft Office Suites
- TCPIP Desktop configuration
- Printer and other peripheral diagnostics and connectivity
Desirable
- Experience of IT within a healthcare environment
- Active Directory management
Other
Essential
- Self motivated in learning new technologies and techniques in support of the organisation IT requirements by formal training, self study and practical experience
- Able to work under own initiative and manage time / priorities effectively
Desirable
Aptitude and Abilities
Essential
- Good problem solving, fault finding and rectification techniques
- Ability to think clearly and logically
- Ability to service PCs such as replacing internal components
- Good interpersonal skills - able to elicit information from users, provide telephone support, advise and coach staff in the use of IT
- Explain technical issues in a clear and concise manner.
- Must be customer focused and be able to supply first class support and advice
- Able to work alone and as part of a team
- Able to adapt to change and keep up with new technologies using own initiative
- Ability to work within Change Management guidelines (ITIL).
Desirable
- Experience of working to SLA targets and co-ordinating workload to meet them
Person Specification
Qualifications
Essential
- Educated to Diploma level in an IT related subject or equivalent experience
- ECDL or equivalent experience in supporting Microsoft Desktop applications
Desirable
- CompTIA A+ Hardware or equivalent
- CompTIA A+ Software or equivalent
- Microsoft Certified Desktop Support Technician (MCDST)
- ITIL Foundation qualification or experience
- Improving Quality Together (IQT) Bronze
Experience
Essential
- Experience in 1st line support role
- Experience of implementation and support of computer systems, software and networks
- Operating systems including all current Microsoft Desktop OS (Windows 7 / 10)
- Sufficient knowledge of computer hardware to support fault diagnosis to component level
- Microsoft Office Suites
- TCPIP Desktop configuration
- Printer and other peripheral diagnostics and connectivity
Desirable
- Experience of IT within a healthcare environment
- Active Directory management
Other
Essential
- Self motivated in learning new technologies and techniques in support of the organisation IT requirements by formal training, self study and practical experience
- Able to work under own initiative and manage time / priorities effectively
Desirable
Aptitude and Abilities
Essential
- Good problem solving, fault finding and rectification techniques
- Ability to think clearly and logically
- Ability to service PCs such as replacing internal components
- Good interpersonal skills - able to elicit information from users, provide telephone support, advise and coach staff in the use of IT
- Explain technical issues in a clear and concise manner.
- Must be customer focused and be able to supply first class support and advice
- Able to work alone and as part of a team
- Able to adapt to change and keep up with new technologies using own initiative
- Ability to work within Change Management guidelines (ITIL).
Desirable
- Experience of working to SLA targets and co-ordinating workload to meet them
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).
