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Job summary

Main area
ICT
Grade
Band 3
Contract
Permanent
Hours
  • Full time
  • Flexible working
  • Home or remote working
37.5 hours per week (Ability to work from home alongside office attendance)
Job ref
100-AC194-0725
Employer
Hywel Dda University Health Board
Employer type
NHS
Site
Glangwili General Hospital
Town
Carmarthen
Salary
£24,433 - £26,060 per annum
Salary period
Yearly
Closing
12/08/2025 23:59
Interview date
22/08/2025

Employer heading

Hywel Dda University Health Board logo

ICT Service Desk Technician

Band 3

Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.

If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [email protected]

To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs

Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.


Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.

This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed.

Job overview

We’re looking for a full-time team member to join our Digital Service Desk, providing first-line support to users across Hywel Dda University Health Board. You’ll be responding to a wide variety of IT queries and issues from staff across the organisation.

As part of the wider Informatics team, you’ll work in a fast-paced, customer-focused environment, that plays a key role in supporting the Health Board’s ICT infrastructure. This is a great opportunity to develop your skills in a technically varied and supportive setting.

We’re seeking someone who is confident and approachable, with a strong customer service mindset. You should enjoy problem solving and be comfortable communicating clearly and professionally, especially over the phone.

We’re looking for someone with:

  • Working knowledge of Windows 10 and Microsoft Office
  • Ideally, some experience with network technologies, intranet/internet systems, and Microsoft Active Directory
  • An understanding of ITIL processes such as Incident and Problem Management would be a bonus
  • A good standard of education, with either an ICT qualification or relevant experience

If you’re passionate about technology and enjoy helping others and want to be part of something bigger, then this could be the perfect role.

Main duties of the job

We’re looking for an enthusiastic team player to join our ICT Service Desk, supporting staff across the Health Board.

What you’ll be doing:

  • Be the friendly first point of contact for IT queries, helping colleagues via phone, email, webchat, and our Informatics Web Portal.
  • Log and track all support requests using our Service Desk tool, ensuring they’re followed through efficiently.
  • Liaise with the NHS Wales Informatics Service National Desk to keep communication flowing smoothly.
  • Help users get the most out of their ICT systems and equipment, reducing downtime and keeping things running smoothly for our vital healthcare services.
  • Accurately log every request with care and attention to detail – every contact counts

 Why you’ll love working with us:

  • Be part of a supportive, close-knit team.
  • Make a real difference to patient care by keeping our digital systems running efficiently.
  • Gain experience in a dynamic NHS environment.
  • Grow your skills and develop your IT career in a meaningful way.

Working for our organisation

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties. 
We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.
We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers. 
Our services are provided in:
•    Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest 
•    Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire 
•    Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings 
•    47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers 
•    Numerous mental health and learning disabilities services

Detailed job description and main responsibilities

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences.  In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 22.08.25

Person specification

Qualifications & Knowledge

Essential criteria
  • Educated to A-level standard or relevant experience
  • ECDL certification or equivalent qualification / relevant experience.
  • Exposure to Microsoft software (desktop operating systems and applications)
Desirable criteria
  • Any Microsoft qualification
  • ITIL Foundation certification.
  • An understanding of network environments

Experience

Essential criteria
  • Experience in the use of a call logging system.
  • Customer service related experience in a technical environment.
  • Excellent communication and interpersonal skills, verbal and written.
  • Able to deal effectively with staff and suppliers at all levels.
Desirable criteria
  • Experience of ICT service provision in a health care setting

Language Skills

Desirable criteria
  • Welsh Speaker (Level 1)

Employer certification / accreditation badges

Veteran AwareNo smoking policyCymraegMindful employer.  Being positive about mental health.Disability confident employerStep into healthCarer Confident (With Welsh translation)Defence Employer Recognition Scheme (ERS) - GoldCore principlesStonewall 2023 Bronze

Applicant requirements

Welsh language skills are desirable

Documents to download

Apply online now

Further details / informal visits contact

Name
Teddy Davies
Job title
Service Desk Team Leader
Email address
[email protected]
Telephone number
01267 227300
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