ICT Service Desk Technician

This post is required for full-time duties to provide a Digital Service Desk service to end users of Hywel Dda University Health Board taking calls from a range of Health Board users., The post holder will work as part of the Service Desk team and will undertake 'first-line' technical ICT support to all client computer users and users of ICT systems across the Health Board.

Undertake incident and service request recording on our Service Desk tool and ensure these are tracked effectively during their lifecycle, these contacts may come via telephone, E-mail, webchat and our Informatics Web Portal.

All support will be first line in nature and will be undertaken remotely. Ensure all relevant ITIL based procedures are adhered to in relation to incident management, request fulfilment and problem management.

Act as an effective communications channel with the National Service Desk within the NHS Wales Informatics Service.

Respond to and wherever possible resolve at the first point of contact, incidents involving ICT systems and related equipment used at the workplace.

Provide assistance to users to enable them to make the most effective use of ICT systems and equipment, and to minimise the impact of ICT problems on the business of the Health Board, on patient care and on those working to deliver healthcare services.

Ensure that all requests to the ICT team, however received, are logged in a detailed and accurate manner on the call-logging system.

A customer service facing person is required with a practical approach to problem solving with excellent communication and telephone skills.Technical knowledge is required of Windows 10 and Microsoft Office. Any exposure to Intranet / Internet and network technologies would be beneficial as well as Microsoft's Active Directory.Exposure to ITIL processes associated with Incident & Problem Management would be advantageous in this post.A good standard of education is required with an ICT qualification or equivalent experience.

Hywel Dda University Health Board is the planner and provider of NHS healthcare services for people in Carmarthenshire, Ceredigion, Pembrokeshire and its bordering counties. Our 11,000+ members of staff provide primary, community, in-hospital, mental health and learning disabilities services for around 384,000 people across a quarter of the landmass of Wales. We do this in partnership with our three local authorities and public, private and third sector colleagues, including our volunteers, through:

Four main hospitals: Bronglais General in Aberystwyth, Glangwili General in Carmarthen, Prince Philip in Llanelli and Withybush General in Haverfordwest;

Seven community hospitals: Amman Valley and Llandovery in Carmarthenshire; Tregaron, Aberaeron and Cardigan in Ceredigion; and Tenby and South Pembrokeshire Hospital Health and Social Care Resource Centre in Pembrokeshire;

48 general practices (five of which are managed practices), 47 dental practices (including three orthodontic), 99 community pharmacies, 44 general ophthalmic practices (43 providing Eye Health Examination Wales and 34 low vision services) and 17 domiciliary only providers and 11 health centres