Assistant ICT Support and Performance Lead in Abergele

4 weeks ago


Abergele, United Kingdom Betsi Cadwaladr University Health Board Full time

Are you passionate about providing excellent customer service, are you committed to identifying and driving continuous improvement, if this is you then the ePMA project are looking to recruit an experienced, highly self-motivated and enthusiastic Assistant ICT Support and Performance Lead?

The Assistant ICT Support and Performance Lead will be responsible for ensuring that the ICT Service Desk provides 1st line Incident and Request Management across IT services, ensuring that all incidents and service requests are handled effectively across all channels within agreed Service Levels and delivered to customer satisfaction.

The post holder may be required to travel across BCU to undertake the duties of the post at various locations.

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

Operating with considerable autonomy they will be expected to support the ICT Support Performance and Compliance Manager in driving forward a culture of change, innovation and modernisation to facilitate service improvements, including supporting the work to maintain our  service desk accreditation with the SDI. The post holder will also ensure that standard project documentation is completed, and management methodologies are applied to progress and successfully deliver.

The post holder will manage operational support staff within the ICT Service Desk, being responsible for their development and operational performance and will be responsible for monitoring and measuring the performance of the ICT Service Desk, ensuring root cause analysis is performed and assist in the development of corrective actions and ensuring that measures are undertaken that support sustained performance.

This post requires  both remote support (i.e., offsite via the service desk) and also face-to-face support which will require a minimum of one day working from the Abergele Hospital site. Due to this the post is flexible in terms of base, i.e. working arrangements can be agreed with the successful candidate. Please contact to discuss individual requirements.

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB)  North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh.  Applications submitted in Welsh will not be treated less favourably than an application submitted in English.



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