Senior Digital Service Desk Analyst

· Act as the single point of contact for all end user incidents and requests for Digital, Data and Engagement services within the health board. Working in line with ITIL best practice, you will be using the IT Service Management tool to triage Incidents and Service Requests while occasionally raising and maintaining Problem records.
· Will be required to mentor and train junior staff, ensuring they have the knowledge and documentation required to fulfil customer requests effectively and have direct line management responsibilities for two junior members of staff., · The postholder will be the senior analyst of the operational HEIW service desk team. They will be responsible and accountable for delivering an efficient and effective IM&T support and operational development service which maximises the availability and reliability of the corporate systems/ICT equipment to end users.
· The post holder will also be responsible for line management of two junior service desk analysts, providing them with day to day support as and when required and conducting monthly one to ones.
· The post-holder will provide 1st line technical support to HEIW staff. This can be by any method either in person, through our ITSM tool, phone calls, email or Teams.
· The post holder will be responsible for organising and escalating and issues and requests to third party vendors as and when required to ensure smooth operation of business activities.
· You will provide a professional and knowledgeable face to our customers, inspiring confidence in the department and be integral to our commitment to provide an excellent service and adhere to our KPI's.
· Deputising for The Service Desk Lead where required

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

Health Education and Improvement Wales (HEIW) is the strategic workforce body for NHS Wales with statutory functions that include education and training, workforce planning, workforce development and transformation, leadership and succession planning, and careers. Our purpose is to develop a workforce that delivers excellent care to patients/service users and excellent population health. We are a Special Health Authority working closely with our partners; Social Care Wales, education providers, professional and regulatory bodies and Welsh Government.
HEIW's is committed to developing an internal culture of choice. Our Values reflect our thoughts, feelings and beliefs in how we will, and will not, behave and treat others:
- Respect for All in every contact we have with others,
- Ideas that Improve: Harnessing creativity and continuously innovating, evaluating and improving,
- Together as a Team: Working with colleagues across NHS Wales and with partner organisations.
HEIW received the HPMA Award for Employee Engagement in 2019.
What you can expect:
- a corporate induction and 90 day Welcome itinerary,
- compassionate leadership,
- a meaningful values based performance appraisal process,
- the opportunity to impact upon health and social care services and the lives and wellbeing of the people of Wales.
Many of our colleagues and stakeholders have commented on the buzz and atmosphere we create by working together as "One HEIW Team". Do you want to join that team?