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Job summary

Main area
IT
Grade
Band 5
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
100-AC184-0725
Employer
Hywel Dda University Health Board
Employer type
NHS
Site
Glangwili General Hospital
Town
Carmarthen
Salary
£30,420 - £37,030 per annum
Salary period
Yearly
Closing
28/07/2025 23:59
Interview date
07/08/2025

Employer heading

Hywel Dda University Health Board logo

Digital Senior Support Technician

Band 5

Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.

If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [email protected]

To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs

Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.


Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.

This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed.

Job overview

Working as a key part of the Digital Operations team the post holder will be responsible for providing the Health Board with specialist advice and support relating to a wide range of Digital technologies supporting our services.

Undertake incident, change and problem recording on our Service Desk Tool and ensuring these are documented effectively.

Investigating a range of Digital issues including the following and liaising with senior members of the Digital team and external suppliers as required: -

  • First line networking troubleshooting.
  • Second line troubleshooting on range of end-user computing equipment including PC’s, Laptops, Smartphones, tablets, printers and other peripherals.
  • Supporting, managing and developing supporting services (File Services, Active Directory, Application Delivery Systems, Asset & Management Systems for end user devices).
  • Ensuring all end user equipment is kept safe from Cyber Security threats.

Undertake installation and configuration of new Digital hardware, software and systems to support various projects and new system installations across the Health Board.

Main duties of the job

Service Management involves delivering comprehensive second-line technical support for end user devices, software, and infrastructure, overseeing Active Directory and Office 365 administration, diagnosing and resolving complex incidents, managing software deployment, and ensuring all digital equipment is secure and fully operational in collaboration with infrastructure teams and Cyber Security.

Including service Improvement which involves evaluating emerging digital technologies, adhering to ITIL standards, rigorously testing service changes, maintaining accurate documentation, and supporting project work including system installations and infrastructure developments.

Work to achieve agreed team objectives with the freedom to do this working within Digital Service guidelines.

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

Working for our organisation

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.

We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.

We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.

Our services are provided in:

  • Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
  • Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
  • Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
  • 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
  • Numerous mental health and learning disabilities services

Detailed job description and main responsibilities

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences.  In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 07/08/2025.

Person specification

Language Skills

Desirable criteria
  • Welsh Speaking (Level 1)

Qualifications & Knowledge

Essential criteria
  • Degree in Digital related subject or equivalent experience
  • Evidence of continual professional development
  • ITIL Foundation Certificate
Desirable criteria
  • Any Professional Registration
  • Any formal relevant certification in technology platforms

Experience

Essential criteria
  • Extensive experience in providing second line support of operating systems and productivity applications
  • Extensive experience of providing support on ICT equipment and software
  • Experience of supporting local area networking technologies
  • Experience of tools and software in Cyber Security protection
  • Extensive experience of ICT Service Management applications and tools
Desirable criteria
  • Working in an NHS/Healthcare environment
  • Support of clinical applications and users

Employer certification / accreditation badges

Veteran AwareNo smoking policyCymraegMindful employer.  Being positive about mental health.Disability confident employerStep into healthCarer Confident (With Welsh translation)Defence Employer Recognition Scheme (ERS) - GoldCore principlesStonewall 2023 Bronze

Applicant requirements

Welsh language skills are desirable

Documents to download

Apply online now

Further details / informal visits contact

Name
Nick Morgan
Job title
Client Services Team Leader
Email address
[email protected]
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