Service Support Administrator

NHS Wales Shared Services Partnership; Cardiff; On-site; GBP 25,000 - 27,000; Full time

Job summary

A health services organization in Cardiff is seeking a dynamic Service Support Administrator to manage service desk operations and ensure customer satisfaction. The role entails handling service requests, providing secretarial support for meetings, and collaborating with NHS staff to maintain high standards of information. Applicants should have experience in service desk teams, possess relevant qualifications, and ideally speak Welsh. This position offers flexibility in working patterns and a salary range of £25,313 to £26,999 per annum.

Benefits

Comprehensive benefits package

Agile working options

Focus on equality and inclusion

Qualifications

• Experience in a Service Desk team.
• Knowledge of Service Desk tools.
• Skills in preparing procedures and work instructions.
• Experience with secretarial duties and minute taking.

Responsibilities

• Manage service desk tickets and incidents.
• Provide secretarial support and arrange meetings.
• Collaborate with NHS managers to ensure data quality.

Skills

Customer service skills

Communication skills

Teamwork

Attention to detail

Education

Level 3 Diploma or equivalent

ITIL Foundation Level

GCSE in English and Maths

Tools

Service Desk tools

ERP System (Oracle)

BI/Reporting systems (Qlik, Apex)

Job description

An exciting opportunity has arisen for a dynamic and motivated individual to join Central Team eBusiness Services, which is a small specialist division, supporting all health boards/trusts and hosted organisations in Wales on a range of national digital projects and providing operational.

Responsible for:

Support to all of our customers (internal and external) and ensuring customer satisfaction. This will be through managing service desk tickets, managing all aspects of the resulting incidents or service requests and ensuring fully documented communication.

Taking ownership of service requests and incidents (tickets) raised via the telephone or the Service Desk tool for any enterprise systems and services supported by the Central Team.

You will also act as team secretary and provide secretarial support to include aggreging meetings and minute taking.

You will have experience of working in a Service Desk Team and be educated to degree level or have equivalent experience and have a background working in a structured and disciplined department, delivering services and support based on industry good practices.

Main duties of the job

The Service Support Administrator role will provide effective focused operational and change management support to all of our customers (internal and external) and ensuring complete customer satisfaction. This will be through managing service desk tickets, managing all aspects of the resulting incidents or service requests and ensuring fully documented communication.

The post-holder will support service operations using the incident management, problem management and request fulfilment processes, in line with Service Desk good industry practices. This will require good communication skills as you will be required to contact our customers verbally and via electronic means to ensure they are kept apprised of there issues in a clear manner.

You will be expected to undertake a range of system updates, following established procedures and process in a consistent manner that meets SLA timeframes.

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

About us

At NHS Wales Shared Services Partnership we expect everyone to embrace our values of Listening and Learning, Working Together, Taking Responsibility and Innovating.

Our organisation encourages an agile working approach and we pride ourselves on being a learning organisation motivated by continuous improvement.

We are committed to creating an inclusive workplace that values equality, diversity and inclusion, focussing on the wellbeing and belonging of our people.

Excellent customer service is something we strive for, for both our internal and external customers.

Offeringa comprehensive benefits package, there is something for everyone. To find out more about working for us, the benefits we offer and guidance on the application process please visit https://nwssp.nhs.wales/working-for-us/

NWSSP work in an agile way where possible, all posts will have a contractual base but as part of agile ways of working that may mean working from home and other locations. We also look at how we balance flexibility with community, and how to manage opportunities to learn from each other.

Job responsibilities

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 Trac

You will also act as secretary for a range of All Wales meeting, with will involve arranging meetings and take formal minutes .

Responsible for data entry of agreed national standing data and transaction data in line with agreed procedures that forms part of the responsibility of the Central Team.

To work in close collaboration with managers and staff across NHS Wales to ensure all information supplied to our customers are of a high quality and standard. To provide expert advice, guidance and triaging of service tickets, assisting key staff (within the department and across the Consortium) and suppliers with all forms of simple and complex queries and request

You will be expected to provide evidence in your application to confirm that you meet all of the essential criteria's for the position.

Person Specification

Qulaifications and/or knowladge

• Educated to Level 3 Diploma
• ITIL Foundation Level GCSE, grade C or higher, (or equivalent) in English and Maths
• Understanding of an ERP System, ideally Oracle and BI/Reporting systems, ideally Qlik, Apex

Experience

• Experiencing of working in a Service Desk team
• Experiencing of using Service Desk tools
• Experiencing of preparing procedures and work instructions
• Experience of developing knowledge and frequently asked question guides
• Secretarial duties, arranging meetings & minute talking

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.

£25,313 to £26,999 a yearPer annum, pro rata

Contract

Permanent

Working pattern

Full-time,Part-time,Flexible working,Home or remote working