Service Desk Trainee

To act as a first
- and second-line contact, for callers to the Service Desk teams in an efficient and timely manner and escalating to senior staff to respond as appropriate.

To prepare and produce letters, reports, notes of meetings, spreadsheets and other documents in various formats in a timely manner.

To liaise with hosted organisations; other NHS Wales’s bodies and external organisations when required.

To act as a role model by adopting and demonstrating the Values of the organisation through own behaviour and to actively promote the Values across the Organisation.

Knowledge of IT Information Library (ITIL) acquired through relevant experience.

To undertake appropriate personal development, as may be agreed with the line Manager.

Good working knowledge of Microsoft packages and other electronic systems (databases)

Encourage managers to seek solutions, signpost managers and staff to DHCW policies and guidance when required and escalate queries to the correct operational team as appropriate.

The ability to speak Welsh is essential for this post

Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.

Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.

Join our game changing, life-saving team and start making a real difference to health and care services in Wales.