IT Support Officer

Job overview

Are you passionate about IT and providing users with brilliant customer service?

If so, we’re looking for an enthusiastic IT Support Officer to join our reliable, customer-focused IT Service Desk team as the first point of contact for technical support to colleagues across North Wales.

As an IT Support Officer, you will be the first point of contact for technical issues, ensuring our BCU colleagues have the tools and support they need to deliver exceptional patient care. You’ll support a wide range of IT systems, troubleshoot hardware and software problems, and will also be instrumental in identifying opportunities for continuous improvement, ensuring our IT services continue to grow and adapt to the ever-changing digital landscape.

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

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, ITSM user 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 Desk’s incident management tool (ITSM).
• 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 call's Lifecyle.

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.

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.

The post requires a minimum of 2 days working from our Bowen Court site, the remaining days can be worked remotely within the surrounding geographical area, individual working arrangements can be agreed with the successful candidate. Please contact to discuss individual requirements.

Flexibility and willingness to adapt to changing work demands and circumstances are essential for this role, as evening and weekend working may be required.

Applicant requirements

Welsh language skills are desirable