Service Desk Analyst

We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments OR SUPPORT needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on option 3 OR EMAIL
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.

Please check your email account regularly
. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board support flexible working.

Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
Job Overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY ANEURIN BEVAN UNIVERSITY HEALTH BOARD
Working as part of a hybrid team across Service Desk and Digital Applications, you will take calls/tickets from customers and try to resolve their queries, acting as the first point of contact, providing timely, effective and efficient support to stakeholders. If unable to resolve within prescribed timeframes, you will escalate through the functional and hierarchical escalation paths. In support of senior colleagues, you will assist and train junior team members and new starters.

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

Main duties of the job

Working closely with more senior colleagues (and in accordance with agreed procedures) to assist with specified routine maintenance procedures. This may include making modifications to system parameters, devising permanent or temporary corrections and workarounds or site-specific enhancements, re-configuring systems, maintaining application data, providing guidance or training to users and operations staff and creating or updating documentation. Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.

Working for our organisation

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.

Other
Essential criteria

• Ability to travel between sites in a timely manner.
• Ability to participate in On-Call rotation.

Qualifications And Knowledge
Essential criteria

• Educated to diploma level or equivalent demonstrable knowledge and experience
• Working knowledge of clinical IT systems in use within the Health Board.
• IT software workings, Microsoft Office.
• Service Management qualification i.e. ITIL Foundation.

Desirable criteria

• IT qualification i.e. registered IT Technical (RITTech) or FEDIP Associate.

Experience
Essential criteria

• Previous experience of delivering objectives.
• An understanding of user requirements and implementing Change Management.
• Experience of delivering outcomes within tight timescales.

Desirable criteria

• Experience of using computerised clinical and administrative information systems.
• Experience of working in an NHS environment.
• Experience of working in a clinical or ICT environment.

Skills and Attributes

Essential criteria

• 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 criteria

• Ability to communicate with all levels of the organisation.
• Ability to speak Welsh.