Service Desk Analyst

Digital Health and Care Wales; Wales; On-site; GBP 24,000 - 30,000; Full time

Job summary

A public health organization in the United Kingdom seeks an IT Support Specialist to provide first and second line support. Responsibilities include resolving user incidents, maintaining service databases, and communicating effectively about issues. Candidates should have experience in IT support and knowledge of ITIL standards, ensuring high-quality service delivery in a collaborative environment.

Qualifications

• Experience in first and second line IT support.
• Proficient in ITIL standards.
• Strong communication skills.

Responsibilities

• Provide IT support to users according to ITIL standards.
• Resolve incidents and log requests.
• Maintain service management databases and communicate system issues.

Job description

This role provides first and second line IT support to ITIL standards, acting as the first point of contact for users, resolving incidents, logging requests, and managing changes in line with agreed processes and SLAs. The post holder maintains broad knowledge across all duties to ensure service continuity and develops understanding of supported systems through shadowing. They proactively monitor service developments, update procedures, and uphold professional ITIL practice. The role involves building strong customer relationships, championing user needs, maintaining service management databases, auditing information, and communicating regularly about system issues, downtime, and incident progress within Digital Health and Care Wales.

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .