Job summary
To provide first and second line support to service users to IT Information Library (ITIL) compliant standards. This will involve acting as the first point of contact to users for incident resolution; recording calls, logging requests, managing and processing in line with agreed incident management processes and progressing prescribed change requests to completion.
The post holder will be expected to maintain a knowledge and understanding across the range of duties so that all functions can be maintained during periods of staff absence.
Main duties of the job
To resolve incidents/faults and user support issues to the satisfaction of the end user. To respond to user queries in a timely and accurate manner in accordance with agreed service levels. To resolve problems from first principles and past experience.
Gain a sufficient level of knowledge of the nominated systems in order to respond to user queries by shadowing appropriate team members.
Maintain and develop ITIL awareness and relevant qualifications to ensure provision of a professional service.
To understand all Service Level Agreements (SLAs)
Proactively keep track of service development, understand how it may affect first line support activities and assist in the development of amended working instructions and procedures as appropriate.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.
Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.
Join our game changing, life-saving team and start making a real difference to health and care services in Wales.
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
Develop and maintain relationships with customers and users and to be seen as their customer champion who will ensure that all reported difficulties are effectively addressed by the relevant service support team until closure.
Maintain an array of information flows and databases designed to support the service management function. Carry out, as required, a regular audit of these databases and be able to action scheduled and ad hoc reporting requirements.
To maintain regular communications with the customer base over issues such as scheduled and unscheduled down time, changes to service delivery and the status of reported incidents.
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
Develop and maintain relationships with customers and users and to be seen as their customer champion who will ensure that all reported difficulties are effectively addressed by the relevant service support team until closure.
Maintain an array of information flows and databases designed to support the service management function. Carry out, as required, a regular audit of these databases and be able to action scheduled and ad hoc reporting requirements.
To maintain regular communications with the customer base over issues such as scheduled and unscheduled down time, changes to service delivery and the status of reported incidents.
Person Specification
Qualifications and/or Knowledge
Essential
- Educated to A-level, diploma or equivalent experience
- Commitment to continuing professional development for self
- ITIL Foundation Certificate or demonstrable equivalent experience
- Good understanding of IT infrastructure at a technical level
- Knowledge and understanding of NHS working environment
Desirable
- Knowledge of NHS Wales organisations & ITIL strategy
- Knowledge and understanding of the role of DHCW
- Knowledge of relevant NHS standards and legal requirements relating to Information Governance and Security
Experience
Essential
- 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
Desirable
- Experience of working in a NHS/Healthcare or other public sector body
Skills and Attributes
Essential
- Good and effective communication skills
- Ability to learn new technologies and IT systems
- Ability to analyse and resolve IT issues
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
Person Specification
Qualifications and/or Knowledge
Essential
- Educated to A-level, diploma or equivalent experience
- Commitment to continuing professional development for self
- ITIL Foundation Certificate or demonstrable equivalent experience
- Good understanding of IT infrastructure at a technical level
- Knowledge and understanding of NHS working environment
Desirable
- Knowledge of NHS Wales organisations & ITIL strategy
- Knowledge and understanding of the role of DHCW
- Knowledge of relevant NHS standards and legal requirements relating to Information Governance and Security
Experience
Essential
- 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
Desirable
- Experience of working in a NHS/Healthcare or other public sector body
Skills and Attributes
Essential
- Good and effective communication skills
- Ability to learn new technologies and IT systems
- Ability to analyse and resolve IT issues
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
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).
