Service Desk Analyst

at  Digital Health and Care Wales

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 up to 9 or 12 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 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.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
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 Tra

Please refer the Job description for details