Job summary
- Main area
- Service Desk
- Grade
- Band 4
- Contract
- 7 months (2 x FT Fixed Term/Secondment role until 31.03.2026)
- Hours
- Full time - 37.5 hours per week
- Job ref
- 120-AC289-0925
- Employer
- Velindre University NHS Trust
- Employer type
- NHS
- Site
- Welsh Blood Service
- Town
- Talbot Green
- Salary
- £27,898 - £30,615 per annum
- Salary period
- Yearly
- Closing
- 09/09/2025 23:59
Employer heading

Service Desk Officer
Band 4
Thank you for your interest in working for Velindre University NHS Trust, which is a committed equal opportunities employer. The Trust welcomes applications from people who share our vision;
Velindre University NHS Trust will be recognised locally, nationally and internationally as a renowned organisation of excellence for patient and donor care, education and research.
our values;
- Caring
- Respectful
- Accountable
and who will complement our current experienced and specialist employees who are passionate about working in a Trust that has the ambition to provide world class services and care to patient and donors.
Velindre University NHS Trust holds a special place at the heart of healthcare in Wales. It is also an amazing organisation to work and to develop your career. The Trust comprises of two divisions, Velindre Cancer Centre and Welsh Blood Service. The Trust also hosts on behalf of the Welsh Government and NHS Wales, NHS Wales Shared Services Partnership (NWSSP) and Health Technology Wales (HTW).
Velindre University NHS Trust provides our employees with a favourable salary and reward / staff benefits & support package.
For more information on this vacancy please contact the recruiting manager, who will be pleased to discuss their employment opportunity with you.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
The Trust also reserves the right to close a vacancy early or withdraw an advertisement at any stage of the process, to enable internal staff requiring to be redeployed in suitable roles.
Posts may be subject to a Disclosure and Barring Service (DBS) Check and Professional Registration Check.
For more information on our Trust Employee Reward and Benefit’s Package please visit the Velindre University NHS Trust website.
Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
Job overview
The Digital Services team is a fast-paced environment with over 17,000 calls logged in the past twelve months. The successful candidates will be able to work under pressure and tight timescales whilst providing first class customer service for 1,800 staff and 2,500 client devices.
They will have a passion for innovation, a keen interest in advancing technology and will want to develop current IT support skills.
They will provide first line support to staff across the organisation and be able to demonstrate the ability to diagnose, resolve and monitor technical faults/support calls remotely.
Troubleshooting and problem-solving skills would be advantageous for this role.
Main duties of the job
Have good communications skills for supporting a wide user base
- Work using Service Desk software to take and respond to calls
- Update Service Desk calls with updates and resolutions
- Be able to prioritise calls raised by users in person or through the Service Desk web portal
- Work alongside other Digital Services support staff to escalate issues
- Have experience in an IT setting, preferably in a healthcare setting
- Have experience providing support for Microsoft Windows and Office 365 applications
- To try and resolve requests/issues at the 1st line where possible, or provide 2nd line with all required information to avoid unnecessary delays to the resolution of calls
This post is fixed term/secondment for 7 months due to - meet the needs of the service
If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Working for our organisation
Here at Velindre University NHS Trust we are extremely proud of the specialist services we provide across the whole of Wales in our cutting-edge Velindre Cancer Centre and our award-winning Welsh Blood Service, as well as the expertise of our corporate functions that bring the two divisions together. We are also fortunate to host the NHS Wales Shared Services Partnership and Health Technology Wales and have developed strong partnership working with these expert services.
Formed in 1999, the Trust has a dedicated workforce that continuously strives to provide the key principles of prudent healthcare through a wide array of roles. We play a vital role in the communities we support and have ambitious plans for the future to continue to improve the services we deliver. We strive to maintain our core values in everything we do by being; accountable, bold, caring and dynamic, and ensuring the best possible care for our patients and donors.
If you want to work for an organisation that prides itself on making a real difference and offers exciting career opportunities then Velindre University NHS Trust is the place for you.
Visit our website to find out more https://velindre.nhs.wales/
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 / Knowledge
Essential criteria
- Educated to A-level, diploma or equivalent experience.
- ITIL Foundation Certificate or demonstrable equivalent experience
- Good understanding of IT infrastructure at a technical level.
- Knowledge and understanding of NHS working environment
- Commitment to continuing professional development.
Desirable criteria
- Knowledge of NHS Wales organisations & ITIL strategy
- Knowledge of relevant NHS standards and legal requirements relating to information governance and security
Experience
Essential criteria
- Experience in providing first line IT Support in a ‘service desk’ environment.
- Experience in providing service desk support of a large and varied user base in IT systems.
- Experience of an ITIL service environment
- Experience of working to Service Level Agreement (SLA) targets and co-ordinating workload to meet them
- Understanding and experience of providing an effective customer service.
Values
Essential criteria
- Ability to establish good working relationships with people at all levels
- Ability to work on own initiative whilst being an effective member of a multi-disciplinary team
- Proactive & flexible approach to working
Aptitide and Abilities
Essential criteria
- Good and effective communication skills
- Ability to learn new technologies and IT systems
- Ability to analyse and resolve IT issues
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Neil Davies
- Job title
- Digital Operations Manager
- Email address
- [email protected]
- Telephone number
- 01443 622341
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