Senior Service Desk Analyst

NHS; Cwmbran; On-site; GBP 31,000 - 39,000; Full time

Job summary

A prominent healthcare organization in Cwmbran is looking for a Senior Service Desk Analyst to provide first-line technical support. You will mentor junior team members and ensure high-quality customer-focused service. Essential qualifications include a degree in IT and skills in troubleshooting and communication. A flexible work culture and a strong commitment to supporting staff development are offered.

Benefits

Flexible working

Extensive training opportunities

Excellent benefits package

Qualifications

• Understanding of Windows environments and network basics.
• Experience in providing first-line IT support.
• Knowledge of NHS-specific applications.

Responsibilities

• Provide first-line technical support to users.
• Manage incidents, requests, and problem diagnosis.
• Mentor junior team members.

Skills

Excellent troubleshooting

Communication skills

Mentoring skills

Organizational skills

Interpersonal skills

Education

Degree in IT or related field

Tools

Microsoft 365

Active Directory

Job description

Job summary

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.

Details Date posted

29 July 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£31,516 to £38,364 a year Per Annum

Contract

Permanent

Working pattern

Full-time

Reference number

040-AC266-0725

Job locations

Ty Gwent

Llantarnam Industrial Park

Lake View, Cwmbran

NP44 3HR

Job description 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.

Job description 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 Essential

• Degree in IT or related field or equivalent experience
• Understanding of Windows environments, Microsoft 365, Active Directory, network basics
• Knowledge of NHS-specific applications

Desirable

• ITIL Foundation Certificate, or technical certification
• IT qualification i.e. registered IT Technical (RITTech) or FEDIP Associate

Experience Essential

• 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

Desirable

• Experience in an NHS or healthcare setting
• Experience of using computerised clinical and administrative information systems

Skills and Attributes Essential

• 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

Desirable

• Ability to create technical documentation and knowledge articles
• Ability to communicate with all levels of the organisation
• Ability to speak Welsh

Other Essential

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

Person Specification Qualifications and Knowledge Essential

• Degree in IT or related field or equivalent experience
• Understanding of Windows environments, Microsoft 365, Active Directory, network basics
• Knowledge of NHS-specific applications

Desirable

• ITIL Foundation Certificate, or technical certification
• IT qualification i.e. registered IT Technical (RITTech) or FEDIP Associate

Experience Essential

• 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

Desirable

• Experience in an NHS or healthcare setting
• Experience of using computerised clinical and administrative information systems

Skills and Attributes Essential

• 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

Desirable

• Ability to create technical documentation and knowledge articles
• Ability to communicate with all levels of the organisation
• Ability to speak Welsh

Other Essential

• 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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information 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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details Employer name

Aneurin Bevan University Health Board

Address

Ty Gwent

Llantarnam Industrial Park

Lake View, Cwmbran

NP44 3HR

Employer's website

https://abuhb.nhs.wales/ (Opens in a new tab)

Employer details Employer name

Aneurin Bevan University Health Board

Address

Ty Gwent

Llantarnam Industrial Park

Lake View, Cwmbran

NP44 3HR

Employer's website

https://abuhb.nhs.wales/ (Opens in a new tab)