Job Description

Are you passionate about IT and providing users with brilliant customer service?
If so, we're looking for an enthusiastic Junior IT Support Officer to join our reliable, customer-focused ICT Service Desk team as the first point of contact for technical support to colleagues across North Wales.
So what's it all about, the role:

• Provide first-line technical support and troubleshooting for hardware, software, and access issues via phone, email, and the Halo portal.
• Log, manage, and resolve incidents using the Health Board's ITSM tool (BCU Halo), ensuring accurate and timely updates.
• Deliver excellent customer service by communicating clearly and professionally with users, keeping them informed throughout the support process.

Main duties of the job
What are we looking for, the person:

• A friendly, professional approach with a strong commitment to customer service.
• Clear and confident communication skills.
• A proactive attitude with the ability to take ownership of issues and follow through to resolution.
• A willingness to learn and adapt to new technologies and processes.
• Confidence in using ICT systems and tools to support users and resolve issues.

Experience:

• Experience providing excellent customer service.
• Experience communicating with a wide range of people, including those who may be under pressure or unfamiliar with technology.
• Ability to identify and resolve problems calmly and professionally, using available tools and guidance.
• An interest in technology and a desire to help others use it effectively.
• Experience working within NHS/Healthcare setting is desirable.

About us
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.
Details
Date posted
14 October 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
25,313 to 26,999 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
050-AC726-1025
Job locations
Bowen Court
St Asaph Business Park
St Asaph
LL17 0JE
Job description
Job 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.
What we can offer you in return
In addition to the competitive salary you'll also receive:

• Up to 34 days holiday entitlement plus bank holidays
• Generous employer pension contributions
• Agile and flexible working options
• Membership of the British Computer Society
• Car leasing options
• Cycle 2 Work scheme

Base: The post requires a minimum of 2 days working from our Bowen Court site, the remaining days can be worked remotely within the surrounding geographical area, individual working arrangements can be agreed with the successful candidate. Please contact to discuss individual requirements. Flexibility and willingness to adapt to changing work demands and circumstances are essential for this role, as evening and weekend working may be required.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply. Job description
Job 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.
What we can offer you in return
In addition to the competitive salary you'll also receive:

• Up to 34 days holiday entitlement plus bank holidays
• Generous employer pension contributions
• Agile and flexible working options
• Membership of the British Computer Society
• Car leasing options
• Cycle 2 Work scheme

Base: The post requires a minimum of 2 days working from our Bowen Court site, the remaining days can be worked remotely within the surrounding geographical area, individual working arrangements can be agreed with the successful candidate. Please contact to discuss individual requirements. Flexibility and willingness to adapt to changing work demands and circumstances are essential for this role, as evening and weekend working may be required.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Person Specification
Qualifications
Essential

• Meets all essential criteria as per attached job description/person specification

Desirable

• Meets all desirable criteria as per attached job description/person specification

Experience
Essential

• Meets all essential criteria as per attached job description/person specification

Desirable

• Meets all desirable criteria as per attached job description/person specification

Skills
Essential

• Meets all essential criteria as per attached job description/person specification

Desirable

• Meets all desirable criteria as per attached job description/person specification

Person Specification
Qualifications
Essential

• Meets all essential criteria as per attached job description/person specification

Desirable

• Meets all desirable criteria as per attached job description/person specification

Experience
Essential

• Meets all essential criteria as per attached job description/person specification

Desirable

• Meets all desirable criteria as per attached job description/person specification

Skills
Essential

• Meets all essential criteria as per attached job description/person specification

Desirable

• Meets all desirable criteria as per attached job description/person specification

Skills Required