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 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.

• Resolve incidents/faults and user support issues to the satisfaction of the end user.
• Respond to user queries in a timely and accurate manner in accordance with agreed service levels.
• 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.
• 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.

• Flexible working
• Competitive salary
• 28 days of annual leave plus Bank Holidays
• Opportunities for career development

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