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    Senior Service Desk Analyst - Cardiff, United Kingdom - Digital Health and Care Wales

    Digital Health and Care Wales
    Digital Health and Care Wales Cardiff, United Kingdom

    1 week ago

    Default job background
    Permanent
    Description

    Job summary

    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' 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.

    Main duties of the job

    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.

    About us

    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.

    Job description

    Job responsibilities

    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.

    Person Specification

    Qualifications and/or Knowledge

    Essential

  • Achieved (or working towards) degree level or equivalent qualification in IT or able to demonstrate equivalent experience in this area
  • Commitment to continuing professional development for self and team members
  • ISEB Practitioner Certificate in relevant process or demonstrable equivalent experience
  • Good general knowledge of common hardware and software applications including but not restricted to: Common email systems and protocols Domain Name Service Active Directory System Authentication principles
  • Understanding of inter-relationships between aspects of IT infrastructure and service support requirements

    • Desirable

  • Knowledge of NHS Wales organisations & ITIL strategy
  • Knowledge and understanding of the role of DHCW

    • Experience

    Essential

  • Experience of working in a technical support role and proven experience in the development and support of IT systems

    • Desirable

  • Experience of working in a NHS/Healthcare or Public Sector environment

    • Skills and Attributes

    Essential

  • Good communication and problem solving skills
  • Must possess strong verbal communication skills to liaise with IT mangers, 3rd party system suppliers and customers combined with excellent interpersonal skills
  • Ability to learn new technologies with minimum supervision
  • Must be proficient at fault finding and possess the Ability to analyse and resolve complex IT issues
  • Ability to work with different teams within the organisation
  • Able to communicate complex ideas to non-technical staff
  • Ability to lead a team
  • Welsh Language Skills are essential at level 4 or 5 in understanding, speaking, reading, and writing in Welsh
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