Service Desk Officer

Velindre University NHS Trust

Service Desk Officer

The closing date is 30 September 2026

Apply for this job

Job summary

The Digital Services team is a fast-paced environment with over 24,000 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.

This post is fixed term/secondment for 12 months, until 31st March 2027 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.

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
• Have excellent customer service skills, with the ability to communicate clearly, handle enquiries professionally, and provide a positive experience for all service users
• 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

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

About us

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 1994, the Trust has a dedicated workforce that continuously strives to apply the key principles of value-based 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/

Details

Date posted

23 September 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£28,819 to £31,626 a year per annum

Contract

Fixed term

Duration

15 months

Working pattern

Full-time

Reference number

120-AC813-0926

Job locations

Welsh Blood Service
Ely Valley Road
Talbot Green
CF72 9WB
United Kingdom

Employer details

Employer name

Velindre University NHS Trust

Address

Welsh Blood Service
Ely Valley Road
Talbot Green
CF72 9WB
United Kingdom

Employer's website

https://velindre.nhs.wales/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Digital Operations Manager

Neil Davies

neil.davies3@wales.nhs.uk

Supporting documents

Privacy notice

#s1-Gen

The Digital Services team is a fast-paced environment with over 24,000 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., 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
• Have excellent customer service skills, with the ability to communicate clearly, handle enquiries professionally, and provide a positive experience for all service users
• 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
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

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 ouraward-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 1994, the Trust has a dedicated workforce that continuously strives to apply the key principles of value based 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.