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ICT Service Desk Specialist Support Officer

Cwm Taf Morgannwg University Health Board
£28,834 to £35,099 per annum
Closing date
12 Jul 2024

View more

Other Health Profession
Band 5
Contract Type
Full Time
An exciting opportunity for one permanent desktop support staff, has arisen to join the End User Computing team at Cwm Taf Morgannwg University Health Board, based at Prince Charles Hospital, Merthyr with a need to also work at other locations across the organisation.

You will provide desktop support services to clinical and non clinical users across the healthboard. The candidate will require technical experience, supporting users with applications and devices. You must demonstrate experience working within ICT within your application which is essential for this role.

The role sits within the wider End User Computing Team, which currently includes, Microsoft 365, EndPoint Management, Mobilisation, Capital Rollouts, Service Desk and Desktop Support. The team supports a wide array of technologies and is filled with hard working, highly skilled staff. Through this team, the post holders get exposure to new technologies and training through work experience to enable future progression and development in the Digital space.

Hybrid working is available where the service needs allow.

Main duties of the job

The post holder will:
  • Work within Service Point to take and respond to service point calls
  • Deal with users via the telephone in order to help resolve their ICT issues
  • Report daily to the Desktop Team Leader
  • Update service point calls with call updates and resolutions
  • Be able to build and fix ICT peripherals in a timely manner
  • Be able to prioritise calls which are logged by users
  • Work alongside other ICT desktop support staff

Experience in an ICT setting is essential for this role, experience in a healthcare setting is desirable.

You will be required to travel promptly between sites and make decisions sometimes without availability of an escalation. You will also be required to carry kit to and from locations. You may be required to sometimes work in other health board locations.

You will be expected to participate in an on-call rota and the ability to travel in a timely manner is essential for this post as you will be expected to travel between sites across the health board.

The ability to speak Welsh is desirable for this post Welsh and/or English speakers are equally welcome to apply.

About us

Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.

We live by our core values:
  • We listen, learn and improve
  • We treat everyone with respect
  • We all work together as one team

We are a proud local employer around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.

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

Person Specification



  • Degree or equivalent skills, knowledge and experience, plus additional specialist knowledge of ICT working procedures and practice in a range of areas
  • Knowledge and experience of computer systems, software and hardware to degree level or equivalent.


  • ECDL or similar qualification.
  • Relevant professional qualifications.



  • Previous experience with IT systems within an NHS environment.
  • Proven ability to liaise with people at various levels throughout the organisation and external agencies.
  • Confidentiality and other policies affecting confidentiality.
  • PC hardware repairs, setting up new PCs and rebuilding systems.
  • Working in an IT support environment.


  • Supporting ICT within an NHS environment.
  • Printer repairs.
  • Network skills.
  • Thin Client environments.

Personal Qualities


  • Be able to work both as part of a team and as an individual.
  • Good organiser, and stays calm under pressure.
  • Be comfortable working with all levels of organisation.
  • Resilient with a flexible approach to work, to meet service needs.


  • Ability to speak Welsh.



  • Able to meet the physical demands of the role, particularly Installation of equipment.
  • Regular use of a VDU.
  • Able to travel around UHB sites in a timely manner.



  • Work flexibly to meet demands of the department and the service.
  • Participate in on-call rota.



  • Ability to produce good quality documentation, report writing.
  • Presentation skills.
  • Excellent written and verbal communication skills.
  • Advanced keyboard skills.
  • Problem solving skills.
  • Follow and champion ITIL principles.
  • Current and previous Windows environments.
  • In depth knowledge of Microsoft products such as Office, to assist users with queries.


  • Working knowledge of the organisation of the NHS and current policy initiatives.
  • Up to date awareness of NHS IT strategy.

Employer details

Employer name

Cwm Taf Morgannwg University Health Board


Prince Charles Hospital

Gurnos Road


CF47 9DT

Any attachments will be accessible after you click to apply.


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