Service Desk Analyst

We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh – any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

We welcome reasonable adjustments. Please let us know if you require any particular assistance to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments or support needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on option 3 or email abb.

If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are shortlisted we will contact you via the email address used to apply; please check your account regularly and respond promptly.

Working as part of a hybrid team across Service Desk and Digital Applications, you will take calls and tickets from customers and try to resolve their queries, acting as the first point of contact, providing timely, effective and efficient support to stakeholders. If unable to resolve within prescribed time frames you will escalated through the functional and hierarchical escalation paths. In support of senior colleagues you will assist and train junior team members and new starters.

This post is fixed term for 12 months to meet the needs of the service.

Working closely with more senior colleagues (and in accordance with agreed procedures) to assist with specified routine maintenance procedures. This may include making modifications to system parameters, devising permanent or temporary corrections and workarounds or site‑specific enhancements, re‑configuring systems, maintaining application data, providing guidance or training to users and operations staff and creating or updating documentation. Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.

Aneurin Bevan University Health Board is a multi‑award‑winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we mestre opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in‑house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work‑life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.

Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high‑quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world‑class healthcare service fit for the future.

• Ability to travel between sites in a timely manner.
• Ability to participate in on‑call rotation.

• Educated to diploma level or equivalent demonstrable knowledge and experience.
• Working knowledge of clinical IT systems in use within the Health Board.
• IT software workings, Microsoft Office.
• Service Management qualification e.g. ITIL Foundation.

• IT qualification e.g. registered IT Technical (RITTech) or FEDIP Associate.

• Previous experience of delivering objectives.
• An understanding of user…