Job Description

PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY NHS WALES
To provide first and second line support to service users to IT Information Library (ITIL) compliant standards. This will involve acting as the first point of contact to users for incident resolution; recording calls, logging requests, managingand processing in line with agreed incident management processes and progressing prescribed change requests to completion.
The post holder will be expected tomaintaina knowledge and understanding across the range of duties so that all functions can bemaintainedduring periods of staff absence.
The post holder will be expected to maintain a knowledge and understanding across the range of duties so that all functions can be maintained during periods of staff absence.
This role is a permanent position; however, if additional opportunities arise for fixed-term or secondment posts, we will consider suitable candidates from this process.
Main duties of the job
To resolve incidents/faults and user support issues to the satisfaction of the end user. To respond to user queries ina timelyandaccuratemannerin accordance withagreed service levels. To resolve problems from first principles andpast experience.
Gain a sufficient level of knowledge of the nominated systemsin order torespond to user queries by shadowingappropriate teammembers.
Maintain and develop ITIL awareness and relevant qualifications to ensure provision of a professional service.
To understand all Service Level Agreements (SLAs)
Proactively keep track of service development, understand how it may affect first line support activities andassistin the development of amended working instructions and procedures asappropriate.
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.
Details
Date posted
13 November 2025
Pay scheme
Agenda for change
Band
Band 4
Salary
27,898 to 30,615 a year per annum
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
025-AC298-1125
Job locations
Ty Glan yr Afon, Cardiff, Hybrid working upon completion of training
Cardiff
CF11 9AD
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Develop andmaintainrelationships with customers and users and to be seen as their customer champion who will ensure that all reported difficulties are effectively addressed by the relevant service support team until closure.
Maintain an array of information flows and databases designed to support the service management function. Carry out, asrequired, a regular audit of these databases and be able to action scheduled and ad hoc reporting requirements.
Tomaintainregular communications with the customer base over issues such as scheduled and unscheduled down time, changes to service delivery and the status of reported incidents.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Develop andmaintainrelationships with customers and users and to be seen as their customer champion who will ensure that all reported difficulties are effectively addressed by the relevant service support team until closure.
Maintain an array of information flows and databases designed to support the service management function. Carry out, asrequired, a regular audit of these databases and be able to action scheduled and ad hoc reporting requirements.
Tomaintainregular communications with the customer base over issues such as scheduled and unscheduled down time, changes to service delivery and the status of reported incidents.
Person Specification
Qualifications and Knowledge
Essential

• A-levels, Diploma, HNC, or equivalent qualification in a relevant subject, such as service management, or equivalent practical experience
• Knowledge gained from practical experience, working across a range of work procedures and practices.
• A commitment to continuous professional development

Desirable

• FEDIP Practitioner, or equivalent recognised intermediate level professional qualification.
• Theoretical and specialist knowledge gained via relevant certification such as: Service Desk Analyst ITIL Foundation
• Knowledge of the NHS, other healthcare systems, or the health sector, including regional or national variations.

Experience
Essential

• Experience providing first-line IT support in a work environment, following established procedures and accurately recording information
• Experience of responding to user queries clearly and with understanding, working well with others to meet their needs
• Able to manage tasks effectively and take ownership of issues, ensuring they are resolved or passed on appropriately.
• Awareness of applying industry standards and best practices to ensure quality and continuous improvement in digital services
• Awareness of understanding the business area, including organisation, customers, suppliers, and competitors, and aligning technical work with priorities.
• Familiarity with using incident management tools and principles to track and resolve issues quickly
• Awareness of identifying and managing risks to service safety and continuity, ensuring cyber-safe, robust, and compliant services.
• Familiarity with managing workload effectively using time management to stay focused and adaptable
• Awareness of understanding service agreements and contracts that support service delivery.

Skills and Attributes
Essential

• Problem solving skills to understand problems by breaking them down, choosing the best action, and learning from the results
• Investigation skills to gather insights, understand problems, and support informed decision-making.
• Attention to detail to ensure work is safe, accurate, and high-quality.
• Effective communication skills - verbal, written, or assistive - to share information clearly and respectfully.
• Teamwork to work openly and supportively with others and help create a team where everyone feels able to contribute.
• Follow-through and monitoring skills to track progress, spot and fix issues with others, raise concerns and keep people updated.

Desirable

• Welsh language skills are desirable, at level 1 or above, in understanding, speaking, reading and writing in Welsh.

Person Specification
Qualifications and Knowledge
Essential

• A-levels, Diploma, HNC, or equivalent qualification in a relevant subject, such as service management, or equivalent practical experience
• Knowledge gained from practical experience, working across a range of work procedures and practices.
• A commitment to continuous professional development

Desirable

• FEDIP Practitioner, or equivalent recognised intermediate level professional qualification.
• Theoretical and specialist knowledge gained via relevant certification such as: Service Desk Analyst ITIL Foundation
• Knowledge of the NHS, other healthcare systems, or the health sector, including regional or national variations.

Experience
Essential

• Experience providing first-line IT support in a work environment, following established procedures and accurately recording information
• Experience of responding to user queries clearly and with understanding, working well with others to meet their needs
• Able to manage tasks effectively and take ownership of issues, ensuring they are resolved or passed on appropriately.
• Awareness of applying industry standards and best practices to ensure quality and continuous improvement in digital services
• Awareness of understanding the business area, including organisation, customers, suppliers, and competitors, and aligning technical work with priorities.
• Familiarity with using incident management tools and principles to track and resolve issues quickly
• Awareness of identifying and managing risks to service safety and continuity, ensuring cyber-safe, robust, and compliant services.
• Familiarity with managing workload effectively using time management to stay focused and adaptable
• Awareness of understanding service agreements and contracts that support service delivery.

Skills and Attributes
Essential

• Problem solving skills to understand problems by breaking them down, choosing the best action, and learning from the results
• Investigation skills to gather insights, understand problems, and support informed decision-making.
• Attention to detail to ensure work is safe, accurate, and high-quality.
• Effective communication skills - verbal, written, or assistive - to share information clearly and respectfully.
• Teamwork to work openly and supportively with others and help create a team where everyone feels able to contribute.
• Follow-through and monitoring skills to track progress, spot and fix issues with others, raise concerns and keep people updated.

Desirable

• Welsh language skills are desirable, at level 1 or above, in understanding, speaking, reading and writing in Welsh.

Skills Required