Job summary
- Main area
- IT
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 025-AC290-1125
- Employer
- Digital Health and Care Wales
- Employer type
- NHS
- Site
- Hybrid working
- Town
- Pencoed
- Salary
- £27,898 - £30,615 pa
- Salary period
- Yearly
- Closing
- 20/11/2025 23:59
Employer heading
Associate End User Computing Engineer- INTERNAL TO NHS WALES
Band 4
Digital Health and Care Wales is an ambitious organisation created by Welsh Government to lead on the digital transformation of health and care. It builds on the digital architecture and national services put in place by the NHS Wales Informatics Service over the past decade.
The organisation will lead on large-scale developments that make a significant difference to the people of Wales as well as to health and care professionals, such as expansion of the digital patient record and the creation of a National Data Resource. It will improve the way data is collected, shared and used. Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY NHS WALES
We are recruiting an enthusiastic, motivated and proactive individual to join the Digital Workplace Team based in Pencoed.
The successful candidate will be required to work within a busy and varied working environment, assisting the Senior End User Computing Engineer to effectively configure and manage supported IT infrastructure and assets.
While doing so, we will provide you 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.
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Help with troubleshooting hardware and software issues.
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Escalate complex problems to senior engineers while maintaining records of actions taken.
Installation & Maintenance
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Perform simple installations and replacements (e.g., consumables, peripherals).
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Check installations for correct operation and report findings.
Documentation
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Record work done in line with standards and procedures.
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Maintain logs of incidents, service requests, and resolutions.
Information Collection
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Assist in gathering system and user data for analysis or reporting.
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Follow administrative and clerical procedures during data collection.
Problem Investigation
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Support routine investigations of failed installations or system faults.
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Contribute to identifying and resolving issues under supervision.
Implementation & Controls
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Help enforce information management and data security policies.
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Ensure data is protected, accessible, and retrievable as needed.
Working for our organisation
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.
Detailed job description and main responsibilities
-
Technical Support & Troubleshooting
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Assist team members in resolving support issues across a wide range of services including:
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Microsoft Windows 11
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Microsoft 365 (Office, Visio, Project)
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GP Clinical Systems EMIS Web, TPP SystmOne)
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Authentication (Active Directory, Azure)
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Deployment (SCCM, InTune, WSUS)
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GP Managed Print Services (HP)
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Hardware & Asset Management
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Support installation and safe use of hardware across DHCW and wider public sector.
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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.
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Fault Investigation & Resolution
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Diagnose and resolve technical issues from internal/external stakeholders.
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Organise and manage fault investigations, maintenance tasks, and service improvement recommendations.
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Process & Documentation
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Ensure SOPs and Work Instructions are up to date and meet user needs.
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Respond to work requests based on KPIs and prioritise IM&T activities.
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Technology Evaluation & Testing
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Research and evaluate new IT technologies.
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Assist in application testing to ensure alignment with business requirements.
Additional Responsibilities
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Use advanced Microsoft Office, Teams, and Visio skills.
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Employ remote support tools for daily operations.
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Handle equipment installations requiring manual handling (2–5 kg).
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Support roll-out of new or updated software/hardware in line with IMTP.
Person specification
Qualifications and Knowledge
Essential criteria
- 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 criteria
- FEDIP Associate Practitioner or equivalent qualification at Foundation level.
- • Theoretical and specialist knowledge gained via relevant certification such as: o Relevant Level 3 qualification (e.g. BTEC in IT, CompTIA A+), or equivalent workplace training. o ITIL Foundation.
Experience
Essential criteria
- 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 criteria
- • Knowledge 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 criteria
- Aware of managing workload effectively using time management to support wellbeing, focus and adaptability.
- Aware of following health and safety laws to keep the workplace safe and supportive.
- Aware of protecting user data by using appropriate tools and managing data risks.
- Customer focus to put user needs at the heart of decisions and deliver fair, inclusive outcomes.
Desirable criteria
- Aware of identifying and managing security risks to support cyber resilience in digital services.
- Aware of applying industry standards and best practices to ensure quality and continuous improvement in digital services.
- Welsh language skills are desirable, at level 1 or above, in understanding, speaking, reading and writing in Welsh
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Kamal Hussain
- Job title
- Senior End User Computer Engineer
- Email address
- [email protected]
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