Senior Service Desk Analyst

Integrated Care System; Cwmbran; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading health organization in Wales is looking for a Senior Service Desk Analyst to provide first-line technical support and mentor junior staff. The ideal candidate will have a degree in IT or equivalent experience, and a strong background in NHS-specific applications. Excellent troubleshooting and communication skills are essential for this role, which prioritizes delivering high-quality, customer-focused support.

Benefits

Flexible working

Extensive training and development opportunities

Support for professional qualifications

Qualifications

• Experience in an IT support environment, providing 1st line support.
• Previous experience of delivering objectives.
• Knowledge of NHS-specific applications.

Responsibilities

• Provide first-line technical support to users of ABUHB Digital services.
• Ensure high-quality, customer-focused support.
• Support and mentor junior team members.

Skills

Troubleshooting

Communication

Mentoring

Organizational skills

Education

Degree in IT or related field

ITIL Foundation Certificate

Technical certification

Tools

Microsoft 365

Active Directory

Job description

As a senior member of the Service Desk team, the postholder will be at the forefront of digital support within the health board. The post will enable you to refine troubleshooting, mentoring and training skills whilst also continually improving the service by building on the knowledge base and suggesting improvements to processes, allowing our clinical colleagues to focus on delivering excellent patient care.

Main duties of the job

The post holder will provide first-line technical support to users of Aneurin Bevan University Health Board (ABUHB) Digital, Data & Technology services. This includes incident management, request fulfilment, and problem diagnosis and resolution across a broad range of hardware and software systems. The Senior Service Desk Analyst plays a key role in ensuring high-quality, customer-focused support in line with agreed service levels and the ABUHB Digital Strategy.In addition, the post holder will actively support and mentor junior team members to foster skills development and service improvement.

About us

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 have 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.

Job responsibilities

The post holder will provide first-line technical support to users of Aneurin Bevan University Health Board (ABUHB) Digital, Data & Technology services. This includes incident management, request fulfilment, and problem diagnosis and resolution across a broad range of hardware and software systems. The Senior Service Desk Analyst plays a key role in ensuring high-quality, customer-focused support in line with agreed service levels and the ABUHB Digital Strategy.In addition, the post holder will actively support and mentor junior team members to foster skills development and service improvement.

Person Specification

Qualifications and Knowledge

• Degree in IT or related field or equivalent experience
• Understanding of Windows environments, Microsoft 365, Active Directory, network basics
• Knowledge of NHS-specific applications
• ITIL Foundation Certificate, or technical certification
• IT qualification i.e. registered IT Technical (RITTech) or FEDIP Associate

Experience

• Experience in an IT support environment, providing 1st line support
• Previous experience of delivering objectives
• An understanding of user requirements and implementing Change Management
• Experience of delivering outcomes within tight timescales
• Experience in an NHS or healthcare setting
• Experience of using computerised clinical and administrative information systems

Skills and Attributes

• Excellent troubleshooting, communication, mentoring, and organisational skills
• Effective interpersonal and communication skills (written and verbal)
• Strong organisational and planning skills
• Enthusiastic, self-motivated, looks for opportunities to improve services, staff and self
• Cares about the service and service continuity and is willing to go the extra mile when necessary
• Able to meet travel requirements of the role
• Flexible approach and adaptable to meet all aspects of the work
• Proactive and dedicated to completing tasks
• Ability to create technical documentation and knowledge articles
• Ability to communicate with all levels of the organisation
• Ability to speak Welsh

Other

• Ability to travel between sites in a timely manner
• Commitment to patient safety, confidentiality, and service excellence

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.