Senior ICT Support Officer

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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.

Person specification

Qualifications and Knowledge

Essential criteria

• Educated to Degree level or equivalent experience.
• Evidence of Continual Professional Development
• Possesses a good working knowledge of multiple Systems and hardware platforms gained by experience and training.
• Demonstrates a good knowledge of NHS Wales and LHB information and communications technology standards and requirements.
• Hold a relevant training qualification - Level 3 Award in Education and Training (Previously known as PTTLS - Preparing to Teach in the Life Long Learning Sector)

Desirable criteria

• Recognised professional qualification in an electronic engineering/computing field such as MCSE MCSP (Microsoft Certification) ITIL Foundation
• Knowledge in application management
• Professional body membership such as SDI, BCS or FedIP
• Knowledge of both local and national NHS ICT developments and strategies.
• Full knowledge of NHS IT security policies and procedures.
• Good knowledge of organisations goals and objectives. Change management Customer services management

Experience

Essential criteria

• Experience of providing ICT support to Negotiated Service Level agreements in a hospital or large organisation environment.
• Problem identification and solving.
• Experience of working in an NHS/social care or voluntary sector setting
• Participation in change management projects and process re-engineering
• Experience of supervising staff
• Problem identification and solving

Desirable criteria

• Experience of staff supervision or management.
• Experience of liaising with senior managerial staff and clinical staff in the determination of their information technology needs.
• Experience of managing change.

Aptitude and Abilities

Essential criteria

• Excellent Customer service Skills
• Ability to stay calm and communicate effectively in a stressful situations.
• Ability to write and maintain technical reports, operational procedures and system documentation sets in an accurate, concise and clear manner.
• Must have advanced IT/Keyboard skills demonstrable across Microsoft Office Suite of applications.
• Ability to direct and conduct research into ICT issues, systems and products as required.
• Proven ability of minute taking
• Ability to effectively prioritise tasks in a high-pressure environment.
• Ability and willingness to Travel across the Health Board and broader if required.
• Ability to train and support staff.
• Conflict resolution skills
• Sound judgment, planning, decision making, and organisational skills
• Ability to work on own initiative and organise / prioritise own workload and that of the team to operate effectively
• Ability to train and support staff

Desirable criteria

• Ability to initiate and respond positively to change, and the ability to learn from experience.

Values

Essential criteria

• Innovator
• Lateral Thinker
• Ability to communicate verbally with all levels of the organisation and able and willing to share information.
• Flexible and adaptable to meet all aspects of the work
• Time Management skills.
• Completer Finisher
• Advances people skills

Other

Essential criteria

• Demonstrates keen attention to detail.
• Committed to a culture of continuous improvement and development - underpinned by open communications and collaboration.
• Appetite for hard work and challenges
• Show resilience, stamina and reliability under sustained pressure.
• High level of personal integrity
• Flexible in approach to try new procedures and practices
• Excellent customer service orientation.
• Flexible in approach to try new procedures and practices

Employer certification / accreditation badges

Applicant requirements

Welsh language skills are desirable

Documents to download

• Job Description & Person Specification English (PDF, 688.5KB)
• Job Description & Person Specification Cymraeg (PDF, 688.5KB)
• Occupational Health Form (PDF, 664.5KB)
• Values and Proud to Lead (PDF, 335.6KB)
• NWSSP Recruitment Services Privacy Notice (PDF, 696.3KB)
• NHS North Wales - The Right Choice (PDF, 3.6MB)
• Welsh Language Matrix (PDF, 134.3KB)