Job Overview The ICT Application Administrator role is to include responsibility for routine and complex ICT administration such as enabling ICT purchasing, ICT nadex account administration using bespoke software, ICT asset management and general technical tasks including but not limited to Active Directory, Exchange admin centre, asset tag management, Junior Doctor transfer accounts, Medical Student transfer accounts, VPN, Mobile Phones, audit, leavers movers and changes, URS, licensing for mailboxes O365 and Network drive mapper. The Post holder will work within the ICT Operations remit using relevant Service Level Agreements (SLA’s) and Standard Operating Procedures (SOP’s) whilst following BCU policies and utilising technical skills. The postholder will communicate with internal and external parties. As this post is continuously moving with technologies available, SOP’s are likely to frequently change. Main duties of the job Enable ICT user account administration (to include, but not limited to Microsoft Active Directory domain administration, system account administration, Telecommunications system administration). Routine first line support duties (e.g. user session administration, basic software installation, user password maintenance). Security system administration (e.g. Hard disk encryption, Secure File Portal, Web and Mail filtering systems). Facilitate Data Network administration e.g. Remote Access accounts (VPN), Wireless account administration (Cisco ACS). Facilitate the maintenance of ICT Asset Management system (to include updating and reporting of asset information). Process all ICT order requests, ensuring all requisitions are raised in a timely manner, and that all details are accurate and include financial codes and appropriate authorisation. Check progress of requisition and liaise with procurement teams to ensure priority POs are raised efficiently. Ensure all orders are receipted when required. Respond, assess, resolve and action all types of ICT related issues within own area of responsibility effectively and efficiently using a call logger system, in a polite and professional manner adhering to negotiated Service Level Agreements. Accurately record all types of ICT related issues using the Service Desk Incident management tool. Responsible for providing a high level Customer focussed Service. Working for our organisation If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework. Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme. Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form. Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English. Detailed Job Description And Main Responsibilities Enable ICT user account administration (to include, but not limited to Microsoft Active Directory domain administration, system account administration, Telecommunications system administration). Routine first line support duties (e.g. user session administration, basic software installation, user password maintenance). Security system administration (e.g. Hard disk encryption, Secure File Portal, Web and Mail filtering systems). Facilitate Data Network administration e.g. Remote Access accounts (VPN), Wireless account administration (Cisco ACS). Facilitate the maintenance of ICT Asset Management system (to include updating and reporting of asset information). Process all ICT order requests, ensuring all requisitions are raised in a timely manner, and that all details are accurate and include financial codes and appropriate authorisation. Check progress of requisition and liaise with procurement teams to ensure priority POs are raised efficiently. Ensure all orders are receipted when required. Respond, assess, resolve and action all types of ICT related issues within own area of responsibility effectively and efficiently using a call logger system, in a polite and professional manner adhering to negotiated Service Level Agreements. Accurately record all types of ICT related issues using the Service Desk Incident management tool. Responsible for providing a high level Customer focussed Service. Responsible for service request/ incident ownership through the call lifecycle. Version 2 Page 3 of 8 Assist with the coordination of ICT Equipment disposal, ensuring Health Board Guidelines are adhered to, and that the ICT asset system is kept updated. Provide basic ICT Training and advice to users (e.g. use of remote access VPN token, use of voicemail facility). Communicate ICT matters which may be seen as complicated by non ICT staff. Develop user advice guides and frequently asked question lists for end users, and ensure publication to the ICT Service User Portal. Liaise with third party ICT equipment Suppliers and support organisations as necessary. May be required to respond to changing priorities as instructed by Senior Management. To work in conjunction with Supervisors and other ICT specialists to support and implement key projects and service deliverables. Provide advice/guidance where relevant to ICT Security. Observe all ICT security procedures in the performance of the above duties. Assist in the development of supporting documentation for service management as defined in the BCU Service Catalogue. Work closely with Service Support and Delivery Manager to assist with maintaining ITIL methodology in relation to the role, and ensure continuous service improvement, through the appropriate use of user feedback data. Take immediate action to minimise operational risks where it is reasonably practicable to do so, advising Senior Management as required. Follow ICT policies for own work area and propose changes to ICT user working practices and procedures. Follow and action mobile phone process which will include the delivery and distribution of mobile phones. This may mean travelling at short notice to BCU sites to accommodate the demand on the service. Other duties as specified by senior ICT management. Person specification HNC or ECDL Qualification Essential Criteria Qualification ICT administration Essential Criteria experience