Betsi Cadwaladr University Health Board
Senior ICT Support Officer
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Senior ICT Support Officer
Senior ICT Support Officer / Senior Trainer – Fixed Term (until June 2029)
Job Overview
This is a fixed-term role (36 months) within the BCUHB Digital ICT Academy, part of the ICT User Experience Team. Join us if you are passionate about helping staff feel confident using digital systems through high-quality training, hands-on support, and continuous improvement.
About the Role
The Senior ICT Support Officer / Senior Trainer will play a key role in delivering and developing training for clinical systems across Wales’ largest health organisation. You’ll work closely with clinical teams, CCIO and CNIO functions to ensure staff can use systems safely and effectively.
Ideal for those with a passion for teaching, coaching and direct staff engagement to improve digital system usage in healthcare practice.
Responsibilities
Core Duties
- Lead development and delivery of clinical system training, including classroom sessions, virtual learning, and on-the-job support during rollouts
- Conduct floor walking, coaching and at-the-elbow guidance to support staff during system transitions
- Design and improve training materials, lesson plans and digital learning content through the Digital ICT Academy
- Collaborate with clinical and operational teams to understand needs and tailor training accordingly
- Identify training gaps and feed findings into system optimisation
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Skills & Qualifications
Essential Criteria
Qualifications & Knowledge
- Degree level qualified or equivalent experience
- Evidence of Continual Professional Development
- Strong working knowledge of multiple systems and hardware platforms
- Knowledge of NHS Wales/LHB ICT standards and requirements
- Hold a Level 3 Award in Education and Training (or equivalent)
Experience
- ICT support experience within a hospital or large organisation (Negotiated SLAs)
- Problem-solving & conflict resolution in stressful environments
- NHS/social care (or equivalent) experience
- Supervision experience preferred
Aptitude & Abilities
- Exceptional communication and organisational skills
- Advanced IT skills (Microsoft Office Suite proficient
- Ability to train, support staff, and conduct research
- Experience with ministiation and test writing
- Proven time management and attention to detail
Desirable Criteria
Qualifications & Knowledge
- MCSE/MCSP, ITIL Foundation or equivalent certification
- Expertise in application management
- Membership in professional bodies (e.g., SDI, BCS)
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Experience
- Supervision/management experience
- Liaison with senior clinicians to identify IT needs
- Change management projects
Aptitude & Abilities
- Welcomes innovation and feedback
- Willing to travel between sites
Values
- Innovator; lateral thinker; resilient & adaptable
- Embraces knowledge sharing
Benefits & Conditions
Why Join Us?
- Contribute to patient care improvement through better system usage
- Support for developing your training skills
- Opportunities to engage in digital transformation initiatives
Organisation Culture
- Commitment to equality, diversity and disability confidence
- Engaged leadership across all levels
Application Notes
- Welsh language desirable (or English)
- Applications may be submitted in Welsh or English
Do you enjoy teaching? Coaching? Working directly with frontline teams to elevate digital impact? “Proud to Lead” values frameworks apply. [Apply] (Fixed-term contract until June 2029)
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