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Job summary

Main area
IT - Telecoms
Grade
Band 4
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
001-AC137-0524
Employer
Cardiff and Vale University Health Board
Employer type
NHS
Site
University Hospital Wales
Town
Cardiff
Salary
£25,524 - £28,010 per annum
Salary period
Yearly
Closing
23/05/2024 23:59

Employer heading

Cardiff and Vale University Health Board logo

Telecoms Support Officer

Band 4

WHO WE ARE:

Cardiff and Vale University Health Board is one of the largest Integrated Health Board in the UK, employing over 16,000 staff and providing over 100 specialist services. Serving a population of around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health 
and care needs of our local population whilst also working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone and to delivering excellent care and support.


Our mission is “Living Well, Caring Well, Working Together”. We have recently refreshed our strategy, Shaping Our Future Wellbeing, which sets out the Health Board’s Vision for improving the health and wellbeing of the populations we serve by 2035 through the delivery of our strategic 
objectives; Putting People First, Providing Outstanding Quality, Delivering in the Right Places, and Acting for the Future. We have challenging times ahead, but we are confident that by tackling these  challenges together, we can support people to live healthier lives and reduce the unfair differences in 
the prevalence of illness and health outcomes we see in our communities today. We aspire to deliver outstanding care and treatment for people when they need it, where they need it; care that compares well with the best in the world, but to do so, we need to transform how we deliver services over the 
next decade and beyond. 

We are a values-driven organisation and out goals will only be realised if our values are at the heart of everything we do. Created by colleagues, patients and their families and carers, our values are:

  • We are kind and caring
  • We are respectful
  • We have trust and integrity
  • We take personal responsibility 

As an organisation we strongly believe that it is vital our leaders exhibit the behaviours and values that we expect from all our staff.

We are a teaching Health Board with close links to the university sector, and together we are training the next generation of healthcare professionals, while working on research that will hopefully unlock the cures for today’s illnesses

Please be advised that there is a temporary top up for Bands 1,2 and 3 to reflect the incorporation of the top up to the  living wage of £12 per hour - £23,465 per annum. This temporary top up will be in place until  the annual pay uplift for 2024/25 is confirmed


 

Job overview

To support the Health Boards Telecommunications users, and to assist in the management of the Health Boards Telecommunications infrastructure and the associated Applications and Peripherals.

Staffing of the Telecoms Management Centre (TMC).

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Main duties of the job

Respond to Helpdesk calls from users.

Assume full responsibility for assigned calls

To receive calls from users locked out from an application and release the account through agreed procedures.

To add, delete and amend user profiles to the various applications.

To visit users when necessary.

To visit users to provide instruction and/or support in the operation of Telecoms equipment and/or related applications.

To liaise with and direct the Telecoms Maintenance Contractors in the resolution of Telecoms faults.

To liaise with and assist the Telecoms Maintenance Contractors in the installation and/or modification of equipment and/or services.

To organise and allocate work to wiring Contractors on a daily basis.

Ensure that all locally held Telecoms ‘stock’ are logged and tracked. 

The recording, checking and payment of Telecoms contractors’ invoices. 

Assist in the ‘day to day’ management of the Telecoms budget.

Assist in the management of application ‘Licences’.

Assist in the production of routine statistical information.

To provide technical support and advice to the mobile phone users.

To liaise with the mobile phone suppliers for all technical issues including the activation of new and/or replacement mobile devices.

Any additional duties that may be defined by the Telecommunication Manager or the Deputy Telecommunication Manager.

To liaise with contractors and suppliers.

To control contractors in accordance with the Control of Contractor Policy.

Working for our organisation

Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 15,000 staff, providing over 100 specialist services.   Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services.

Our mission is  “Caring for People, Keeping People Well”, and our  vision is that every person’s chance of leading a healthy life should be equal.   As an organisation we are unashamedly ambitious for our population’s health, rising to the challenges of today and tomorrow through our 10-year strategy, Shaping our Future Wellbeing.    We are contributing to a healthier Wales with great emphasis placed on innovation and improvement, learning from around the world and leading the way in clinical research.   Partnership working is strong at Cardiff and Vale, and we work closely with our staff and our community.    

Cardiff, the thriving Welsh capital, is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions.    Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline.  Whether city life or rural living, Cardiff  and the Vale offers the best of both worlds.

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

Essential criteria
  • Minimum of 5 O Levels/GCSE’s including Maths/Science subject & English. And/Or several years relevant experience in an IT or Telecoms support role.
Desirable criteria
  • HNC, HND or Degree in Telecommunications or IT related subject.

Experience

Essential criteria
  • Experience of providing Helpdesk support to IT/telecommunications users.
  • Experience of trouble shooting IT/telecommunications software faults.
  • Experience of technical auditing and updating of IT/telecommunication user information.
  • Experience in effectively communicating with users both on the telephone and “face to face” and solving their problems as efficiently as possible.
  • Experience in a “help desk” environment.
Desirable criteria
  • Exposure to telecommunications systems in a hospital environment or a large corporate environment.
  • Exposure to Remote Control Software for fault diagnosis and fixing.
  • A “help desk” agent providing support to a large number of telecommunications users.

Knowledge and Skills

Essential criteria
  • Competent ability with PC hardware and software, Windows Operating Systems, MS Teams and Office 365.
  • Ability to connect users to various telecommunications applications to an agreed standard.
  • Ability to use a wide range of tools for providing solutions to application errors.
Desirable criteria
  • Configuring users onto IT/telecommunications infrastructure to enable access to various applications.
  • A knowledge of IP Technology.
  • Knowledge of emerging technologies such as Mobile devices, Laptops and PC peripherals.

Personal Attributes

Essential criteria
  • High level of inter personal skills, both verbal and written.
  • Ability to discuss a wide range of complex technical issues with a broad spectrum of Health Board staff.
  • Ability to work well within a team, but able to work on own initiative and manage own time effectively.
Desirable criteria
  • Experience communicating with clients on by the telephone or “face to face”.

Other Activities

Essential criteria
  • Respond to both fault and installation calls in accordance with Call Handling Procedures, to ensure user calls are effectively resolved to agreed standards, and to maintain customer satisfaction levels.
  • Able to manage own time and workload effectively when necessary.
  • Any other duties as requested by the Telecoms or Deputy Telecoms Managers.
Desirable criteria
  • Assume responsibility for ensuring that assigned calls are correctly managed until fully resolved.

Employer certification / accreditation badges

Veteran AwareApprenticeships logoAge positiveDisability confident leaderhyderus o ran anableddAccredited Living Wage EmployerDefence Employer Recognition Scheme (ERS) - GoldArmed Forces CovenantDFN Project Search LogoStonewall Top 100 Employers in 2023Stonewall Top 100 Employers in 2023Core principles

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Welsh language skills are desirable

Documents to download

Apply online now

Further details / informal visits contact

Name
Simon Davies
Job title
Telecoms Manager
Email address
[email protected]
Telephone number
029 218 43981
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