You will need to be courteous, patient, and tactful at all times, exercising the highest standards of customer care. Deliver high levels of customer service and present a positive image of the Digital Department.
Ensure, with other team members, that all requests for help, support, and advice are recorded through the computerized Service Desk management system. Routinely provide telephone-based advice, support, and fault diagnosis on IT-related matters to Health Board-wide users, achieving an agreed standard for first-line fix on phone target.
Receive requests for assistance via the Service Desk management software and provide advice, support, and fault diagnosis on Digital service-related matters as directed by the Client Services Manager.
Maintain accurate log entries of requests that cannot be dealt with on first contact, recording fault details, contact information, and subsequently advising users of actions to be taken. Provide, with other team members, assistance in giving first-line technical support and guidance to enable users to solve their own problems. Maintain accurate log entries of contact with resolution details and follow-up information.
Create, delete, and maintain user accounts as required, following existing policies. Provide documentation of procedures for the installation and support of desktop systems, Health Board-wide applications, and associated equipment.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
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