Senior Service Desk Analyst

Providing second line specialist support and technical advice to users, IT Managers and 3rd Party Suppliers who access DHCW and NHS Wales Services.
Providing advice to 1st Line Service Desk Analysts, when needed, on how to progress an incident.
Responsible for carrying out investigations, taking an analytical approach to fault finding covering various DHCW and NHS Wales services.
Carrying out prescribed activities and Service Requests that have been requested by users of DHCW and NHS Wales services.
Work with Service Desk Manager to ensure the goals and objectives for each service corresponding to their respective SLA's.OLAs and Service schedules are met.
To ensure that appropriate information is produced about each service for analysis.
To work with the Service Desk Team Leader to review incidents and problems and develop service improvement plans where necessary.
Responsible for the administration of the Configuration Management Database.
Ensure that all configurations of all assets associated with each service are registered and managed., Responsible for notifying the Service Desk Manager of any resource issues that may affect the smooth running of the Service Desk Team.
Deputise for the Service Desk Team Leader
Liaise with other staff across DHCW either informally or in meetings as appropriate.
Investigate reported problems/issues taking appropriate action to progress the problem/issue to a successful conclusion.
The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion.
The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary.
Formal line management reporting for the post-holder will be to the Service Desk Team Leader., The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion.
The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary.
Formal line management reporting for the post-holder will be to the Service Desk Team Leader
Establishing and applying confidentiality rules and procedures in complex situations to ensure information released complies with the Caldicott principals, the Data Protection Act and Freedom of Information.
The postholder is also responsible for working with Standard Operating Procedures.
Contributes to and comments on new procedures.
Support the development of specific projects involving service management, liaising with senior colleagues as required.
Work with users and providers to ensure that the information provided/received will meet their needs.
Identify ways to improve existing systems in terms of quality, timeliness and reliability of data.
This is not an exhaustive list of duties and responsibilities and the post holder may be required to undertake other duties which fall within the grade of the job, in discussion with the manager.
To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.
For further information regarding Digital Health and Care Wales please see our website: https://dhcw.nhs.wales

Digital Health and Care Wales is an ambitious organisation created by Welsh Government to lead on the digital transformation of health and care. It builds on the digital architecture and national services put in place by the NHS Wales Informatics Service over the past decade.

The organisation will lead on large-scale developments that make a significant difference to the people of Wales as well as to health and care professionals, such as expansion of the digital patient record and the creation of a National Data Resource. It will improve the way data is collected, shared and used. Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
Please be advised that there is a temporary top up for Bands 1,2 and 3 to reflect the incorporation of the top up to the living wage of £12 per hour - £23,465 per annum. This temporary top up will be in place until the annual pay uplift for 2024/25 is confirmed, 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.