Main duties of the job

Your key responsibilities include:

  • Advise on the support elements of a wide range of solutions
  • Respond to all types of IT related issues reported either via the telephone, informatics portal or in person effectively and efficiently, in a polite and professional manner adhering to negotiated Service Level Agreements.
  • Record accurately all type of IT related issues within the Service Desks incident management tool. (Service Point)
  • Provide first line technical support, including the analysis & diagnosis of hardware and software problems to initiate the most appropriate corrective action.
  • Responsible for providing a high-level customer focused service.
  • Responsible for call ownership throughout the calls lifecycle
  • Essential Criteria Includes:

  • Educated to Diploma/HNC level or equivalent experience.
  • Evidence of Continual Professional Development
  • Problem identification and solving
  • Ability to effectively prioritise tasks in a high-pressure environment.
  • Excellent customer service orientation. 
  • THIS POST IS SECONDMENT FOR 24 MONTHS DUE TO MEET THE NEEDS OF THE SERVICE. 

    IF 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; Welsh and/or English speakers are equally welcome to apply. 

    Working for our organisation

    If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and Proud to Lead competence framework.

    Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the Disability Confident Employer scheme.

    Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

    Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English. 

    Detailed job description and main 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 criteria

  • Meets all essential criteria
  • Desirable criteria

  • Meets all Desirable criteria
  • Experience

    Essential criteria

  • Meets all essential criteria
  • Desirable criteria

  • Meets all Desirable criteria
  • Skills

    Essential criteria

  • Meets all essential criteria
  • Desirable criteria

  • Meets all Desirable criteria
  • To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa , unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

    Employer certification / accreditation badges

    Applicant requirements

    Welsh language skills are desirable

    Welsh language skills are desirable