Service Desk Analyst

To provide first and second line support to service users to IT Information Library (ITIL) compliant standards. This will involve acting as the first point of contact to users for incident resolution; recording calls, logging requests, managing and processing in line with agreed incident management processes and progressing prescribed change requests to completion.

The post holder will be expected to maintain a knowledge and understanding across the range of duties so that all functions can be maintained during periods of staff absence.

This post is fixed term/secondment for 13 months to 31/03/2027 to meet the needs of the service. If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.

To resolve incidents/faults and user support issues to the satisfaction of the end user. To respond to user queries in a timely and accurate manner in accordance with agreed service levels. To resolve problems from first principles and past experience.

Gain a sufficient level of knowledge of the nominated systems in order to respond to user queries by shadowing appropriate team members.

Maintain and develop ITIL awareness and relevant qualifications to ensure provision of a professional service.

To understand all Service Level Agreements (SLAs)

Proactively keep track of service development, understand how it may affect first line support activities and assist in the development of amended working instructions and procedures as appropriate.

Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.

Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.

Join our game changing, life-saving team and start making a real difference to health and care services in Wales.

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.

Develop and maintain relationships with customers and users and to be seen as their customer champion who will ensure that all reported difficulties are effectively addressed by the relevant service support team until closure.

Maintain an array of information flows and databases designed to support the service management function. Carry out, as required, a regular audit of these databases and be able to action scheduled and ad hoc reporting requirements.

To maintain regular communications with the customer base over issues such as scheduled and unscheduled down time, changes to service delivery and the status of reported incidents.

• Problem solving skills to understand problems by breaking them down, choosing the best action, and learning from the results
• Investigation skills to gather insights, understand problems, and support informed decision-making.
• Attention to detail to ensure work is safe, accurate, and high-quality
• Effective communication skills - verbal, written, or assistive - to share information clearly and respectfully.
• Teamwork to work openly and supportively with others and help create a team where everyone feels able to contribute.
• Follow-through and monitoring skills to track progress, spot and fix issues with others, raise concerns and keep people updated.
• Welsh language skills are desirable, at level 1 or above, in understanding, speaking, reading and writing in Welsh.

• A-levels, Diploma, HNC, or equivalent qualification in a relevant subject, such as service management, or equivalent practical experience.
• Knowledge gained from…