Job Description

Vacancy type

Paid Vacancy

Function

ICT

Location

Head Office - Sully

Salary

up to 27,245 per annum (depending on experience)

Contract type

Permanent

Contract hours

Full time

Weekly hours

37.5 hours (5 days) per week, working Monday to Friday

Closing Date

16/09/2025

Ref No

1021
Candidate Pack
(PDF, 4187.54kb)

We have a fantastic opportunity for a motivated and enthusiastic individual to join our ICT team as a Service Desk Technician.

About the role:

The Service Desk Technician plays a vital role in delivering first-line IT support, responsible for receiving, logging, and resolving incidents and service requests in line with established policies and service level targets. Focused on providing a high-quality user experience, the role involves effective troubleshooting, clear communication, and dependable service delivery.



In addition to resolving technical issues, the technician supports the setup, maintenance, and deployment of IT equipment including computers, laptops, desk phones, and mobile devices.



The postholder will work with the Service Desk Engineer and the Head of ICT to support clients, users, and websites directly.

About you

This is an excellent opportunity for an experienced IT professional who is reliable and has strong communication skills.


The postholder will excel in first-line support, troubleshooting technical issues, and maintaining IT equipment, all while ensuring a smooth and positive user experience.



The ability to work flexibly and be adaptable to change is essential.



The Charity has hybrid working in place, and the post-holder will be required to work on-site a minimum of 3 days per week.

The benefits of working for T? Hafan include:

Group Personal Pension Scheme with an employer contribution of 5% Holiday entitlement of 30 days (rising to 32 days with service) plus Bank Holidays (pro rata'd for part-time staff) Life assurance (death in service benefit) Wellbeing support - employee assistance program, which provides a range of free services including counselling, financial and legal support Unlimited access to a 24/7 online GP as well as a range of other health experts Healthcare Cash Plan - claim back the cost for appointments and treatment such as dental, optical or physio Cycle to work scheme Technology, mobile phone and will writing schemes Discounted gym membership and shopping discounts (including 25% off all purchases from any Ty Hafan Retail shop) When onsite free secured parking.

Ty Hafan's ambition

is that when a child's life will be short, no family should have to live it on their own. Sadly, we know that thousands of families in Wales are struggling alone through the fear, exhaustion and uncertainty that comes with caring for a child whose life will be short. We believe that no family should have to live this on their own and we are determined to walk alongside every family through life, death and beyond.



At T? Hafan we are experts at caring for children with life-shortening conditions and our services support families in our hospice, in community settings, local hospitals and in families' homes. We understand that the needs of each child and their family are unique and we know that caring for a child with a life-shortening condition is often extremely demanding. Our aim is to make sure that no one doing this is alone. Our colleagues, volunteers and supporters are crucial in the delivery of our ambition - we know that everyone plays a huge part in making sure that no family faces their child's short life alone.

Our Vision:

A Wales where every child with a life-shortening condition lives a fulfilling life, supported with the compassion and specialist care they and their family need.

Our Purpose:

No family should have to face the unimaginable loss of their child alone. With children and families at the heart of all we do, we provide free care and support in our hospice and in the community, offering a lifeline throughout the child's short life, at end of life, through bereavement and beyond.

Our Values:

At T? Hafan we make a difference by living our values: Demonstrating Compassion, Providing Excellent Service, Working Together and Taking Ownership.



Please see the attached job description and person specification for more information.



For general queries about this position, please email: hr@tyhafan.org.

Tips for candidates

- all applications and interviews will be assessed using the person specification included within the job description.



Our recruitment system

will automatically time out after 120 minutes of inactivity

. To ensure your application is submitted successfully, we recommend either saving your progress as you go or preparing your responses in a Word document and copying them into the application form. This will help you avoid losing any information in case of an unexpected timeout.



Please note this role is subject to the outcome of a basic DBS (Disclosure and Barring Service) check, two satisfactory references and pre-employment medical clearance.



T? Hafan is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.

Closing Date: TBC

Please note:

we may close the vacancy earlier should sufficient applications be received.