Lead IT Support Specialist for ePMA

4 weeks ago

Cardiff, Cardiff, United Kingdom Cardiff and Vale University Health Board Full time

Position Overview

An exciting opportunity has arisen for a dedicated individual to become a part of the IT Support Team at Cardiff and Vale University Health Board as a Lead IT Support Specialist. This role is pivotal in facilitating the development and deployment of the Electronic Prescribing and Medicines Administration (ePMA) application, specifically catering to the needs of Pharmacy users.

We are seeking two skilled Lead IT Support Specialists. This position is ideal for candidates with robust technical expertise in both hardware and software applications, who will assist the Pharmacy Department in preparing essential equipment for users within the health board.

As a member of a proficient team of IT Support Specialists, you will be responsible for delivering exceptional application and hardware support services across the health board.

The successful candidate will actively participate in the Service Desk Support Team, addressing intricate IT challenges throughout the Health Board and ensuring effective support for the desktop infrastructure.

Adaptability and a quick learning ability regarding new systems and technologies are essential for this role. Familiarity with Pharmacy applications will be advantageous.

Welsh language proficiency is desirable; however, applications are welcome from both Welsh and English speakers.

Key Responsibilities

This position requires a technically adept Lead IT Support Specialist with the necessary knowledge and experience to assist in the setup and maintenance of the ePMA system.

The role involves overseeing the daily technical operations of the system, ensuring business continuity, troubleshooting complex issues, and addressing functionality concerns. Responsibilities include:

  • Creating Standard Operating Procedures and Technical Support documentation.
  • Adhering to strict change control protocols.
  • Reporting system functionality changes to relevant management and user groups.

Participation in the department's rota is required, covering office hours, early mornings, evenings, weekends, and on-call duties. The on-call responsibilities necessitate prompt responses to urgent requests for assistance and application support. The ideal candidate will provide training and support to users, ensuring the seamless operation of the ePMA pharmacy application.

Excellent organizational, problem-solving, and communication skills are essential. The ability to perform under pressure and collaborate effectively within a team is crucial to maintaining high service standards. Previous experience in a professional services environment, particularly in 1st and 2nd line IT support, especially related to applications, will be beneficial.

About Cardiff and Vale University Health Board

Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 15,000 staff and providing a wide array of specialist services. We are committed to addressing the health and care needs of our local population while collaborating with partners to enhance regional services.

Our mission is to ensure equitable health opportunities for all individuals, and we strive to rise to the challenges of today and tomorrow through our strategic initiatives. We emphasize innovation and improvement, learning from global best practices and leading in clinical research.

Cardiff, the vibrant capital of Wales, offers a rich tapestry of sports, arts, and cultural experiences, while the Vale of Glamorgan boasts stunning Welsh countryside and a breathtaking coastline. This region provides a unique blend of urban and rural living.

Qualifications and Experience

Essential:

  • Degree or equivalent experience.
  • Experience in providing Helpdesk support in environments with mixed Windows Operating Systems.
  • Technical auditing and updating of PC and user information.
  • Exposure to Remote Control Software for troubleshooting.
  • Experience in complex environments and large corporate computing settings.

Desirable:

  • Knowledge of Service Management principles, particularly in ITIL compliant organizations.
  • Experience within the NHS environment.
  • Some supervisory experience in a helpdesk context.

Skills

Essential:

  • Proficient with PC hardware and software, particularly Windows 10/11 and Microsoft 365.
  • Ability to install and configure PCs to established standards.
  • Understanding of TCP/IP protocols and network configuration.
  • Competence in utilizing various tools for resolving application errors.
  • Ability to work effectively as part of a team.

Desirable:

  • Familiarity with emerging technologies such as tablets and PC peripherals.
  • Knowledge of PC imaging techniques.

Personal Attributes

Essential:

  • Strong communication skills with the ability to explain IT systems clearly.
  • Effective planning and target achievement capabilities.
  • Ability to work independently while also following instructions.
  • Attention to detail and accurate documentation of actions.
  • Understanding of urgency and impact in service delivery.

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