Betsi Cadwaladr University Health Board
Senior ICT Support Officer
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Senior ICT Support Officer
Job Overview
Fixed Term Contract until June 2029
Are you passionate about helping people feel confident using digital systems?
We’re seeking a Senior ICT Support Officer / Senior Trainer to join the BCUHB Digital ICT Academy, part of the ICT User Experience Team. This role supports staff in maximising clinical systems through high-quality training, hands-on guidance, and continuous improvement.
You’ll lead training—delivering in-person sessions, virtual learning, and on-the-job support—while collaborating closely with clinical teams, CCIO, and CNIO functions. This isn’t just about system support but empowering staff to use their tools safely and effectively, building their confidence and competency.
Ideal for: those who enjoy teaching, coaching, and frontline problem-solving to enhance daily system use in healthcare.
Core Responsibilities
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Training Delivery & Development
- Lead training for clinical systems, including classroom instruction, virtual learning, and hands-on support.
- Support staff during system rollouts through coaching and at-the-elbow guidance.
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Training Materials & Strategy
- Design and refine training materials, lesson plans, and digital content via the Digital ICT Academy.
- Identify training gaps and feed insights into system improvements.
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Collaboration & Process Optimisation
- Work with clinical and operational teams to tailor training to their needs.
- Monitor and refine user experience to optimise system adoption.
Who We’re Looking For
You thrive in a people-focused role, guiding others without needing a formal teaching background. Key traits include:
- Passion for Training & Support
- Deliver engaging, practical training for diverse staff—from new starters to experienced clinicians.
- Build supportive learning relationships and create welcoming environments.
- Simplify complex systems into clear, actionable steps.
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- Organisational & Adaptive Skills
- Take a structured approach to lesson planning and training logistics.
- Juggle multiple priorities (delivery, support, projects) efficiently.
Backgrounds considered: Training, coaching, education, or hands-on system support where you’ve helped others learn.
Must-Have Skills
- Soft Skills:
- Exceptional communication and interpersonal abilities.
- Ability to adapt teaching methods for different audiences.
- Practical Skills:
- Strong Microsoft Office and digital tool proficiency.
- Willingness to travel across sites, including evenings/weekends as needed.
Why Join BCUHB?
You’ll be part of an organisation committed to continuous improvement, where your work directly impacts patient care. As a Senior ICT Support Officer / Senior Trainer, you’ll:
- Shape digital learning strategies across BCUHB.
- Work with engaged leadership on innovative initiatives (e.g., NHS Wales ICT standards).
- Develop your skills with ongoing learning opportunities.
Welsh language advantage (desirable but not required).
@@Inclusivity is integral to BCUHB: we’re a “Disability Confident Employer” and embrace equal opportunity.
Person Specification
Qualifications & Knowledge
Essential:
- Degree-level qualification or equivalent experience.
- Evidence of Continual Professional Development (CPD).
- Proven knowledge of multiple systems and hardware platforms.
- Familiarity with NHS Wales/LHB ICT standards.
- Level 3 Award in Education and Training (formerly PTTLS).
Desirable:
- Certifications like MCSE (Microsoft Certified Solutions Expert) or ITIL Foundation.
- Experience in application management or change strategy.
- Membership in professional bodies (e.g., BCS, SDI).
- Deep insight into NHS IT security policies.
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Experience
Essential:
- ICT support experience for large organisations or hospitals.
- Problem-solving and process re-engineering skills.
- NHS/sharp care or voluntary sector work.
- Hands-on coaching and supervisory experience.
Desirable:
- Leadership in staff supervision.
- Hands-on engagement with senior clinical/managerial teams to shape IT needs.
Key Competencies
Essential:
- Customer service excellence.
- Stress resilience: stay calm and communicate clearly under pressure.
- Technical writing: draft to-the-point documentation (e.g., reports, procedural manuals).
- Research & development: investigate ICT issues proactively.
- Time management & task prioritisation.
- Travel flexibility and willingness to support staff.
Desirable:
- Positive attitude toward continuous change.
Core Values
Essential for this role:
- Innovation & lateral thinking.
- Open communication across organisational levels.
- High trust, integrity, and dedication to process improvement.
- Adaptability to new practices.
- Sound judgment in dynamic environments.
Recruitment Notes
- Fixed term contract (3 years) for service demands.
- Applications in Welsh or English accepted (no bias to Welsh submissions).
- Further updates sent via email: [check your application form] for contact details.
Note: All essential criteria must be met. Desirable traits are a plus!
Impact Areas
By enhancing digital literacy, you’ll reduce errors and boost provider confidence—directly improving patient outcomes. Join a team that seeks excellence, equality, and service at every level.
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