Job summary
- Main area
- IT
- Grade
- Band 4
- Contract
- Fixed term: 11 months (to 31/03/2025)
- Hours
- Full time
- Flexible working
- Job ref
- 025-AC065-0424W
- Employer
- Digital Health and Care Wales
- Employer type
- NHS
- Site
- Hybrid working
- Town
- Cardiff
- Salary
- £25,524 - £28,010 per annum
- Salary period
- Yearly
- Closing
- 07/05/2024 23:59
Employer heading
Service Desk Analyst
Band 4
Digital Health and Care Wales is an ambitious organisation created by Welsh Government to lead on the digital transformation of health and care. It builds on the digital architecture and national services put in place by the NHS Wales Informatics Service over the past decade.
The organisation will lead on large-scale developments that make a significant difference to the people of Wales as well as to health and care professionals, such as expansion of the digital patient record and the creation of a National Data Resource. It will improve the way data is collected, shared and used. Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
Please be advised that there is a temporary top up for Bands 1,2 and 3 to reflect the incorporation of the top up to the living wage of £12 per hour - £23,465 per annum. This temporary top up will be in place until the annual pay uplift for 2024/25 is confirmed
Job overview
The ability to speak Welsh is essential for this role.
This post is fixed term/secondment for up to 11 months.
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 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.
Main duties of the job
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.
Working for our organisation
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.
Detailed job description and main 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
Qualifications and/or Knowledge
Essential criteria
- Educated to A-level, diploma or equivalent experience
- Commitment to continuing professional development for self
- ITIL Foundation Certificate or demonstrable equivalent experience
- Good understanding of IT infrastructure at a technical level
- Knowledge and understanding of NHS working environment
Desirable criteria
- Knowledge of NHS Wales organisations & ITIL strategy
- Knowledge and understanding of the role of DHCW
- Knowledge of relevant NHS standards and legal requirements relating to Information Governance and Security
Experience
Essential criteria
- Experience in providing first line IT Support in a Service Desk environment
- Experience in providing service desk support of a large and varied user base in IT systems
- Experience of an ITIL service environment
- Experience of working to Service Level Agreement (SLA) targets and co-ordinating workload to meet them
- Understanding and experience of providing an effective customer service
Desirable criteria
- Experience of working in a NHS/Healthcare or other public sector body
Skills and Attributes
Essential criteria
- Good and effective communication skills
- Ability to learn new technologies and IT systems
- Ability to analyse and resolve IT issues
- Welsh Language Skills are essential at level 4 or 5 in understanding, speaking, reading, and writing in Welsh
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are essential
Documents to download
Further details / informal visits contact
- Name
- Nathan Terry
- Job title
- Service Desk Team Leader
- Email address
- [email protected]
- Telephone number
- 02920 502016
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