Service Support Administrator

6 months ago

Cardiff, United Kingdom NHS Wales Shared Services Partnership Full time

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.

The Service Support Administrator role will provide effective focussed 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.

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

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

We have high standards and expect everyone to embrace our values of Listening & Learning, Working Together, Taking Responsibility & Innovating, whilst ensuring trust, honesty and compassion are implicit in everything that we do. We are adaptable, agile and flexible and pride ourselves on being a learning organisation - one where it is safe to make mistakes, where blame is replaced by opportunity, learning and improvement. Innovation is built into everything that we do. We recognise our people regularly and have an Appreciation Station, to encourage staff to applaud exemplary behaviour in one another, alongside an Annual Staff Recognition Award ceremony aligned to our values. We respect and value our people and strive for a culture of compassion and inclusivity. We are a bilingual organisation, and we have a team of Change Champions who advocate ‘This is Our NWSSP’ our principal change programme. Similarly, PROUD is our new staff network welcoming LGBT+ colleagues and allies to come together in a safe space for discussions, event planning and the opportunity to build supportive networks. We have a comprehensive benefits package where there is something for everyone, supporting health, engagement and wellbeing and includes an Employee Assistance Programme. We have over 30 Mental Health First Aiders and work in partnership with local and national organisations to ensure the well-being and resilience of our people.

Provide support to NHS Wales organisations through the resolution of incidents, problems, requests, escalating concerns, updating Frequently Asked Question (FAQ) documents, troubleshooting and providing user guidance.

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

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