Service Desk Officer

NHS

  • Talbot Green, Rhondda Cynon Taf
  • £27,898-30,615 per year
  • Contract
  • Full-time
  • 5 hours ago
The Digital Services team is a fast-paced environment with over 17,000 calls logged in the past twelve months. The successful candidates will be able to work under pressure and tight timescales whilst providing first class customer service for 1,800 staff and 2,500 client devices.They will have a passion for innovation, a keen interest in advancing technology and will want to develop current IT support skills.They will provide first line support to staff across the organisation and be able to demonstrate the ability to diagnose, resolve and monitor technical faults/support calls remotely.Troubleshooting and problem-solving skills would be advantageous for this role.Main duties of the jobHave good communications skills for supporting a wide user base
  • Work using Service Desk software to take and respond to calls
  • Update Service Desk calls with updates and resolutions
  • Be able to prioritise calls raised by users in person or through the Service Desk web portal
  • Work alongside other Digital Services support staff to escalate issues
  • Have experience in an IT setting, preferably in a healthcare setting
  • Have experience providing support for Microsoft Windows and Office 365 applications
  • To try and resolve requests/issues at the 1st line where possible, or provide 2nd line with all required information to avoid unnecessary delays to the resolution of calls
This post is fixed term/secondment for 7 months due to - meet the needs of the serviceIf 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; English and/or Welsh speakers are equally welcome to apply.About usHere atVelindre University NHS Trustwe are extremely proud of the specialist services we provide across the whole of Wales in ourcutting-edgeVelindre Cancer Centreand ouraward-winningWelsh Blood Service, as well as the expertise of our corporate functions that bring the two divisions together. We are also fortunate to host theNHS Wales Shared Services PartnershipandHealth Technology Walesand have developed strong partnership working with these expert services.Formed in 1999, the Trust has a dedicated workforce that continuously strives to provide the key principles of prudent healthcare through a wide array of roles. We play a vital role in the communities we support and have ambitious plans for the future to continue to improve the services we deliver. We strive to maintain our core values in everything we do by being; accountable, bold, caring and dynamic, and ensuring the best possible care for our patients and donors.If you want to work for an organisation that prides itself on making a real difference and offers exciting career opportunities then Velindre University NHS Trust is the place for you.Visit our website to find out morehttps://velindre.nhs.wales/DetailsDate posted04 September 2025Pay schemeAgenda for changeBandBand 4Salary£27,898 to £30,615 a year per annumContractFixed termDuration7 monthsWorking patternFull-timeReference number120-AC289-0925Job locationsWelsh Blood ServiceEly Valley RoadTalbot GreenCF72 9WBJob descriptionJob responsibilitiesYou 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 descriptionJob responsibilitiesYou 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 SpecificationQualifications / KnowledgeEssential
  • Educated to A-level, diploma or equivalent experience.
  • ITIL Foundation Certificate or demonstrable equivalent experience
  • Good understanding of IT infrastructure at a technical level.
  • Knowledge and understanding of NHS working environment
  • Commitment to continuing professional development.
Desirable
  • Knowledge of NHS Wales organisations & ITIL strategy
  • Knowledge of relevant NHS standards and legal requirements relating to information governance and security
ExperienceEssential
  • 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.
ValuesEssential
  • Ability to establish good working relationships with people at all levels
  • Ability to work on own initiative whilst being an effective member of a multi-disciplinary team
  • Proactive & flexible approach to working
Aptitide and AbilitiesEssential
  • Good and effective communication skills
  • Ability to learn new technologies and IT systems
  • Ability to analyse and resolve IT issues
Person SpecificationQualifications / KnowledgeEssential
  • Educated to A-level, diploma or equivalent experience.
  • ITIL Foundation Certificate or demonstrable equivalent experience
  • Good understanding of IT infrastructure at a technical level.
  • Knowledge and understanding of NHS working environment
  • Commitment to continuing professional development.
Desirable
  • Knowledge of NHS Wales organisations & ITIL strategy
  • Knowledge of relevant NHS standards and legal requirements relating to information governance and security
ExperienceEssential
  • 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.
ValuesEssential
  • Ability to establish good working relationships with people at all levels
  • Ability to work on own initiative whilst being an effective member of a multi-disciplinary team
  • Proactive & flexible approach to working
Aptitide and AbilitiesEssential
  • Good and effective communication skills
  • Ability to learn new technologies and IT systems
  • Ability to analyse and resolve IT issues

NHS