Job summary
An exciting opportunity for a Digital First Line Technician to join an enthusiastic and developing team in the Powys Digital Directorate. The Digital First Line Technician will be a proactive team member who investigates, solves or escalates as appropriate all user issues. With the chance to get involved in projects and upgrades this role will offer a varied, challenging and rewarding job. Helping the userbase to make best use of the technologies, services and systems available to improve patient care through the improved efficiencies.
Main duties of the job
Provide technical advice and support on hardware and software to Health Board wide users.
Assist in the smooth day-to-day running of all Digital systems, which will include regularly attending sites over a wide geographical area.
Manage, troubleshoot and resolve desktop-based system and printer related issues quickly to provide efficient and effective user support.
About us
Being the smallest Heath Board in Wales means that you won't get lost in the crowd. Everybody at Powys Teaching Health Board is valued for the contribution they make to our varied and diverse portfolio of community-based services. Together, we can continue to make a real difference to our patients and build on our unrivalled reputation.
As a supportive and progressive employer, we actively encourage you to carve out a career with us, through a range of development pathways. We're also lucky enough to be situated in one of the most beautiful rural counties in Britain, let alone Wales! Achieving a healthy 'life work' balance is essential, and something we recognise by prioritising your well-being.
To start your journey with us, and to learn more about what we can offer you please visit: There you will find information about our benefits and values, read staff experiences and more about what our beautiful county has to offer.
Job description
Job responsibilities
You will need to be courteous, patient and tactful always, and to exercise the highest standards of customer care. Delivering high levels of customer service and presenting a positive image of the Digital, with other members of the team, that all requests for help, support and advice are recorded through the computerised 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 1st line fix on phone target.
Routinely receive requests for assistance via the Service Desk management software and provide advice, support and fault diagnosis on Digital service related matters to Health Board wide users as directed by the Client Services Manager.
Maintain accurate log entries of requests which cannot be dealt with on first contact, recording fault details, contact information and subsequently advise users of actions to be taken.Provide, with other members of the team, assistance in giving first line technical support and guidance to enable users to solve their own problems.
Maintains accurate log entries of contact with resolution details and follow-up, delete and maintain user accounts as required following the existing policies.
Provide documentation of procedures for the installation and support of desktop systems, Health Board wide applications and associated equipment.
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 ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Person Specification
Experience in delivering IT services in an MS environment including Server, Client and Office
Essential
1. significant experience
Experienced working in a technical support role with proven experience support of IT systems.
Essential
2. significant experience.
Knowledge and understanding of the role of PTHB Digital Services
Desirable
3. Knowledge and understanding of the role of PTHB Digital Services