About this role
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 are seeking a process-driven and personable 1st Line IT Support Officer to join our Service Desk team.
In this role, you will be the face of IT, acting as the primary point of contact for technical issues, with the priority of delivering exceptional customer service whilst adhering to frameworks and procedures. You aren't just fixing computers; you are ensuring our service users feel supported and that every request for support is logged, categorised, and escalated according to our internal expectations.
The successful candidate will blend a solid technical foundation. including proficiency in Active Directory, Multi Factor Authentication, Microsoft 365 Support and hardware troubleshooting, with a disciplined approach to workflows.
You must demonstrate a positive attitude. 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
Providing first line support to circa 2500 Public Health Wales staff via telephone self-service or email
Act as the single point of support contact for all end-user incidents and requests for Digital Services within the Trust
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 and maintaining 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
Excellent understanding and experience of supporting Printing, Productivity suites, Operating Systems, Networking, Active Directory administration,Internetand 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 toin a team, on owninitiative and totight deadlines in a busy working environment
Desirable
Experience of working directly with a range of stakeholders, and partners, especially within the NHS
PreviousContact Centre experiencein an IT environment
Skills and Attributes
Essential
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 andidentifyurgent actionand 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 todemonstrateunderstanding and application of our workplace values, together with the underpinning behavioursidentifiedfor success in this role
Desirable
Ability to communicate complex information
Proof readingand 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
Essential
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
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
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
Desirable
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 Essential
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
Desirable
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 Essential
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
Desirable
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 Essential
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 (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).
Employer details Employer name Public Health Wales
Address Public Health Wales 2 Capital Quarter
Tyndall Street
Cardiff
CF10 4BZ
United Kingdom
Employer's website https://phw.nhs.wales/ (Opens in a new tab)