ICT Support Officer in Bangor

Role Overview

Senior ICT Support Officer / Senior Trainer – part of the BCUHB Digital ICT Academy, supporting staff to use clinical systems effectively through training, hands‑on support and continuous improvement.

Responsibilities

• Lead the delivery of training for clinical systems, including classroom sessions, virtual learning and on‑the‑job support.
• Support staff during system roll‑outs via floor walking, coaching and at‑the‑elbow guidance.
• Design, review and improve training materials, lesson plans and digital learning content through the Digital ICT Academy.
• Collaborate with clinical and operational teams to understand their needs and adapt training accordingly.
• Identify training gaps and provide feedback to support system optimisation.
• Plan and deliver engaging, practical training for staff from new starters to experienced clinicians, breaking down complex systems into simple, easy‑to‑understand steps.
• Balance multiple priorities across training delivery, support and project work.

Qualifications

• Degree level education or equivalent experience.
• Evidence of continuous professional development.
• Good working knowledge of multiple systems and hardware platforms gained by experience and training.
• Familiarity with NHS Wales and LHB ICT standards and requirements.
• Relevant training qualification – Level 3 Award in Education & Training (PTTLS) or equivalent.
• Professional IT qualification such as MCSE, MCSP, ITIL Foundation.
• Knowledge of NHS IT security policies and procedures.
• Experience providing ICT support in an NHS, social‑care or voluntary sector setting.
• Experience in change management and process re‑engineering.
• Experience supervising staff and liaising with senior managerial and clinical staff.
• Experience working with negotiated SLA in a healthcare environment.
• Ability to travel across the Health Board and beyond if required.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong organisational and workload management abilities.
• Proficiency in Microsoft Office and other digital tools.
• Customer‑service orientation and problem‑identification/solving skills.
• Ability to work calmly and effectively in stressful situations.
• Strong written communication – able to produce clear technical reports and procedures.
• Time‑management, prioritisation and planning skills.
• Flexibility to support training across different sites, including occasional evenings or weekends.
• Willingness to travel and train staff across the board.
• Ability to adapt approaches to diverse learning styles.
• Commitment to continuous improvement and collaboration.

Desirable

Fluency in Welsh is desirable but not required. Welsh and/or English speakers are equally welcome to apply.

Equality, Diversity & Inclusion Statement

BCUHB is committed to promoting equality and diversity and is a Disability Confident Employer. Applications in Welsh or English will not be treated less favourably.