Service Desk Officer

Thank you for your interest in working for Velindre University NHS Trust, which is a committed equal opportunities employer. The Trust welcomes applications from people who share our vision;

Velindre University NHS Trust will be recognised locally, nationally and internationally as a renowned organisation of excellence for patient and donor care, education and research.

our values;

• Caring
• Respectful
• Accountable

and who will complement our current experienced and specialist employees who are passionate about working in a Trust that has the ambition to provide world class services and care to patient and donors.

Velindre University NHS Trust holds a special place at the heart of healthcare in Wales. It is also an amazing organisation to work and to develop your career. The Trust comprises of two divisions, Velindre Cancer Centre and Welsh Blood Service. The Trust also hosts on behalf of the Welsh Government and NHS Wales, NHS Wales Shared Services Partnership (NWSSP) and Health Technology Wales (HTW).

Velindre University NHS Trust provides our employees with a favourable salary and reward / staff benefits & support package.

For more information on this vacancy please contact the recruiting manager, who will be pleased to discuss their employment opportunity with you.

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

The Trust also reserves the right to close a vacancy early or withdraw an advertisement at any stage of the process, to enable internal staff requiring to be redeployed in suitable roles.

Posts may be subject to a Disclosure and Barring Service (DBS) Check and Professional Registration Check.

For more information on our Trust Employee Reward and Benefit’s Package please visit the Velindre University NHS Trust website.

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

Job overview

The Digital Services team is a fast-paced environment with over 24,000 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.

This post is fixed term/secondment for 12 months, until 31st March 2027 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.

Advert

Have 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
• Have excellent customer service skills, with the ability to communicate clearly, handle enquiries professionally, and provide a positive experience for all service users
• 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

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

Working for our organisation

Here at Velindre University NHS Trust we are extremely proud of the specialist services we provide across the whole of Wales in our cutting-edge Velindre Cancer Centre and our award-winning Welsh Blood Service, as well as the expertise of our corporate functions that bring the two divisions together. We are also fortunate to host the NHS Wales Shared Services Partnership and Health Technology Wales and have developed strong partnership working with these expert services.

Formed in 1994, the Trust has a dedicated workforce that continuously strives to apply the key principles of value based 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 more https://velindre.nhs.wales/

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.

IMPORTANT NOTE FOR APPLICANTS:

Applications for our roles are carefully reviewed and shortlisted based on specific criteria, which varies from job to job. Using a generic application to apply for multiple roles or relying on automated AI application services, such as Lazy Apply or AI Apply, may not provide the necessary information, leading to your application not demonstrating how you meet the essential criteria. To ensure your application meets the criteria, we recommend submitting a tailored application that directly addresses the criteria listed in the Person Specification section of the advert.

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.