Band 3 Triage Analyst in Cwmbran

Working as part of a hybrid team across Service Desk and Digital Applications, you will take calls/tickets from customers and try to resolve their queries, acting as the first point of contact, providing timely, effective and efficient support to stakeholders. If unable to resolve within prescribed timeframes, you will escalate through the functional and hierarchical escalation paths.

Working closely with more senior colleagues (and in accordance with agreed procedures) to assist with specified routine maintenance procedures. This may include making modifications to system parameters, devising permanent or temporary corrections and workarounds or site-specific enhancements, re-configuring systems, maintaining application data, providing guidance or training to users or operations staff, and creating or updating documentation. Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.

Main duties of the job:

• The role requires a self-motivated individual, able to demonstrate an aptitude for technology and a flair for troubleshooting.
• Able to demonstrate excellent customer service, have excellent planning and administrative skills and the ability to manage their time effectively ensuring all objectives and deadlines are met.
• The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

About us:

Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.

Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

Job responsibilities:

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification:

• Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience to vocational level 3.
• Knowledge of one or more clinical IT systems in use within the Health Board.
• IT software workings, Microsoft Office.
• IT qualification i.e. registered IT Technical (RITTech) or FEDIP Associate.

• Previous experience of delivering objectives.
• An understanding of user requirements and implementing Change Management.
• Experience of delivering outcomes within tight timescales.
• Experience of using computerised clinical and administrative information systems.
• Experience of working in an NHS environment.
• Experience of working in a clinical or ICT environment.

• Effective interpersonal and communication skills (written and verbal).
• Strong organisational and planning skills.
• Enthusiastic, self-motivated, looks for opportunities to improve services, staff and self.
• Cares about the service and service continuity and is willing to go the extra mile when necessary.
• Able to meet travel requirements of the role.
• Flexible approach and adaptable to meet all aspects of the work.
• Proactive and dedicated to completing tasks.
• Ability to communicate with all levels of the organisation.
• Ability to speak Welsh.

• Ability to travel between sites in a timely manner.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.