Job Description

PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY NHS WALES
We are recruitingan enthusiastic, motivated and proactive individual to join the Digital Workplace Team based in Pencoed.
The successful candidate willbe requiredto work within a busy and varied working environment,assistingthe Senior End User Computing Engineer to effectively configure and managesupported IT infrastructure and assets.
While doing so, we willprovideyou the opportunity to improve your skills by contributing to your Personal Development Plan (PDP).
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
User Support & Assistance
Provide basic technical support to users.
Help with troubleshooting hardware and software issues.
Escalate complex problems to senior engineers while maintaining records of actions taken.
Installation & Maintenance
Perform simple installations and replacements (e.g., consumables, peripherals).
Check installations for correct operation and report findings.
Documentation
Record work done in line with standards and procedures.
Maintain logs of incidents, service requests, and resolutions.
Information Collection
Assist in gathering system and user data for analysis or reporting.
Follow administrative and clerical procedures during data collection.
Problem Investigation
Support routine investigations of failed installations or system faults.
Contribute to identifying and resolving issues under supervision.
Implementation & Controls
Help enforce information management and data security policies.
Ensure data is protected, accessible, and retrievable as needed.
About us
Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.
Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.
Join our game changing, life-saving team and start making a real difference to health and care services in Wales.
Details
Date posted
12 November 2025
Pay scheme
Agenda for change
Band
Band 4
Salary
27,898 to 30,615 a year pa
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
025-AC290-1125
Job locations
Hybrid working
National Imaging Academy
Pencoed
CF35 5HY
Job description
Job responsibilities
Technical Support & Troubleshooting
Assist team members in resolving support issues across a wide range of services including:
Microsoft Windows 11
Microsoft 365 (Office, Visio, Project)
GP Clinical Systems EMIS Web, TPP SystmOne)
Authentication (Active Directory, Azure)
Deployment (SCCM, InTune, WSUS)
GP Managed Print Services (HP)
Hardware & Asset Management
Support installation and safe use of hardware across DHCW and wider public sector.
Maintain integrity of the Asset Management system and ensure daily asset configuration updates.
Duties
Autonomous Working
Operate independently while aligning with IMTP, NHS Wales policies, and best practices.
Fault Investigation & Resolution
Diagnose and resolve technical issues from internal/external stakeholders.
Organise and manage fault investigations, maintenance tasks, and service improvement recommendations.
Process & Documentation
Ensure SOPs and Work Instructions are up to date and meet user needs.
Respond to work requests based on KPIs and prioritise IM&T activities.
Technology Evaluation & Testing
Research and evaluate new IT technologies.
Assist in application testing to ensure alignment with business requirements.
Additional Responsibilities
Use advanced Microsoft Office, Teams, and Visio skills.
Employ remote support tools for daily operations.
Handle equipment installations requiring manual handling (25 kg).
Support roll-out of new or updated software/hardware in line with IMTP. Job description
Job responsibilities
Technical Support & Troubleshooting
Assist team members in resolving support issues across a wide range of services including:
Microsoft Windows 11
Microsoft 365 (Office, Visio, Project)
GP Clinical Systems EMIS Web, TPP SystmOne)
Authentication (Active Directory, Azure)
Deployment (SCCM, InTune, WSUS)
GP Managed Print Services (HP)
Hardware & Asset Management
Support installation and safe use of hardware across DHCW and wider public sector.
Maintain integrity of the Asset Management system and ensure daily asset configuration updates.
Duties
Autonomous Working
Operate independently while aligning with IMTP, NHS Wales policies, and best practices.
Fault Investigation & Resolution
Diagnose and resolve technical issues from internal/external stakeholders.
Organise and manage fault investigations, maintenance tasks, and service improvement recommendations.
Process & Documentation
Ensure SOPs and Work Instructions are up to date and meet user needs.
Respond to work requests based on KPIs and prioritise IM&T activities.
Technology Evaluation & Testing
Research and evaluate new IT technologies.
Assist in application testing to ensure alignment with business requirements.
Additional Responsibilities
Use advanced Microsoft Office, Teams, and Visio skills.
Employ remote support tools for daily operations.
Handle equipment installations requiring manual handling (25 kg).
Support roll-out of new or updated software/hardware in line with IMTP.
Person Specification
Qualifications and Knowledge
Essential

• Educated to Diploma or HNC, or equivalent qualification or experience.
• Practical experience of providing IT support and technical user assistance.
• Good working knowledge of IT operating systems, common software packages, and basic troubleshooting techniques.
• Commitment to continuous professional development.

Desirable

• FEDIP Associate Practitioner or equivalent qualification at Foundation level.
• oTheoretical and specialist knowledge gained via relevant certification such as: oRelevant Level 3 qualification (e.g. BTEC in IT, CompTIA A+), or equivalent workplace training. oITIL Foundation.

Experience
Essential

• Awareness of delivery of end user computing services in a busy IT environment
• Ability to recognise common technical issues and follow set procedures to report or resolve them.
• Awareness of IT infrastructure and service processes.
• Awareness of controlling access to systems and data for security.
• Awareness of installing, maintaining, and testing hardware safely and securely.
• Familiarity with common desktop software for workplace tasks.

Desirable

• oKnowledge of the NHS, other healthcare systems, or the health sector, including regional or national variations
• Experience supporting digital services in a busy IT setting.

Skills and Attributes
Essential

• oAware of managing workload effectively using time management to support wellbeing, focus and adaptability.
• oAware of following health and safety laws to keep the workplace safe and supportive.
• oAware of protecting user data by using appropriate tools and managing data risks.
• oCustomer focus to put user needs at the heart of decisions and deliver fair, inclusive outcomes.

Desirable

• oAware of identifying and managing security risks to support cyber resilience in digital services.
• oAware of applying industry standards and best practices to ensure quality and continuous improvement in digital services.
• oWelsh language skills are desirable, at level 1 or above, in understanding, speaking, reading and writing in Welsh

Person Specification
Qualifications and Knowledge
Essential

• Educated to Diploma or HNC, or equivalent qualification or experience.
• Practical experience of providing IT support and technical user assistance.
• Good working knowledge of IT operating systems, common software packages, and basic troubleshooting techniques.
• Commitment to continuous professional development.

Desirable

• FEDIP Associate Practitioner or equivalent qualification at Foundation level.
• oTheoretical and specialist knowledge gained via relevant certification such as: oRelevant Level 3 qualification (e.g. BTEC in IT, CompTIA A+), or equivalent workplace training. oITIL Foundation.

Experience
Essential

• Awareness of delivery of end user computing services in a busy IT environment
• Ability to recognise common technical issues and follow set procedures to report or resolve them.
• Awareness of IT infrastructure and service processes.
• Awareness of controlling access to systems and data for security.
• Awareness of installing, maintaining, and testing hardware safely and securely.
• Familiarity with common desktop software for workplace tasks.

Desirable

• oKnowledge of the NHS, other healthcare systems, or the health sector, including regional or national variations
• Experience supporting digital services in a busy IT setting.

Skills and Attributes
Essential

• oAware of managing workload effectively using time management to support wellbeing, focus and adaptability.
• oAware of following health and safety laws to keep the workplace safe and supportive.
• oAware of protecting user data by using appropriate tools and managing data risks.
• oCustomer focus to put user needs at the heart of decisions and deliver fair, inclusive outcomes.

Desirable

• oAware of identifying and managing security risks to support cyber resilience in digital services.
• oAware of applying industry standards and best practices to ensure quality and continuous improvement in digital services.
• oWelsh language skills are desirable, at level 1 or above, in understanding, speaking, reading and writing in Welsh

Skills Required