Senior ICT Support Officer

Job Overview

Are you passionate about helping people feel confident using digital systems? We’re looking for a Senior ICT Support Officer / Senior Trainer to join the BCUHB Digital ICT Academy part of the ICT User Experience Team. This role is focused on supporting staff to get the most out of our clinical systems through high‑quality training, hands‑on support, and continuous improvement. You’ll play a key role in delivering and developing training across our clinical systems portfolio, working closely with clinical teams and alongside the CCIO and CNIO functions.

You won’t just be supporting systems; you’ll be helping staff build the confidence and skills they need to use them safely and effectively. This is a great opportunity if you enjoy teaching, coaching, and working directly with staff to improve how digital systems are used in practice.

• Lead the delivery of training for clinical systems, including classroom sessions, virtual learning, and on‑the‑job support.
• Support staff during system rollouts through floor walking, coaching, and at‑the‑elbow guidance.
• Help design and improve training materials, lesson plans, and digital learning content through the Digital ICT Academy.
• Work closely with clinical and operational teams to understand their needs and adapt training accordingly.
• Support system optimisation by identifying training gaps and feeding back into system improvements.

• Delivered engaging, practical training that works for a wide range of staff, from new starters to experienced clinicians.
• Built strong working relationships and created a supportive learning environment.
• Broken down complex systems into simple, easy‑to‑understand steps.
• Took a structured and organised approach to planning and delivering training.
• Balanced multiple priorities across training delivery, support, and project work.

• Strong communication and interpersonal skills.
• Good organisational skills and ability to manage your own workload.
• Confidence using Microsoft Office and digital tools.
• Flexibility to support training across different sites, including occasional evenings or weekends.
• Educated to Degree level or equivalent experience.
• Evidence of continued professional development.
• Good working knowledge of multiple systems and hardware platforms.
• Demonstrates a good knowledge of NHS Wales and LHB information and communications technology standards and requirements.
• Relevant training qualification – Level 3 Award in Education and Training (formerly PTTLS).
• Experience providing ICT support to negotiated service‑level agreements in a hospital or large organisation.
• Experience working in an NHS/social care or voluntary sector.
• Experience in change‑management projects and process re‑engineering.
• Experience supervising staff.
• Problem identification and solving.

• Recognised professional qualification such as MCSE, MCSP, ITIL Foundation.
• Knowledge of application management.
• Professional body membership such as SDI, BCS or FedIP.
• Knowledge of NHS ICT developments and strategies.
• Full knowledge of NHS IT security policies and procedures.
• Experience of staff supervision or management.
• Experience liaising with senior managerial staff and clinical staff to determine IT needs.
• Experience managing change.
• Ability to host online workshops and webinars.
• Travel across the health board and broader if required.

• Excellent customer service skills and conflict resolution skills.
• Ability to stay calm and communicate effectively in stressful situations.
• Ability to write and maintain technical reports, operational procedures and system documentation.
• Advanced IT/keyboard skills across Microsoft Office Suite.
• Research skills for ICT issues, systems and products.
• Proven minute‑taking ability.
• Ability to prioritise tasks in high‑pressure environment.
• Strong organisational and decision‑making skills.
• Self‑initiative and ability to organise own workload and that of team.
• Understanding of the role of an innovative and flexible thinker.
• Time‑management skills.
• Financially responsible, detail‑oriented, resilient and reliable under sustained pressure.

BCUHB is the largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000 across North Wales. BCUHB is committed to promoting equality and diversity, and is a Disability‑Confident Employer. The role offers a chance to contribute to digital skills development across the organisation and to benefit from opportunities to build your training skills and participate in new digital programmes.

BCUHB welcomes applications from all qualified candidates and treats Welsh‑language applications equally. All recruitment correspondence will be sent to the email address registered in the application form.