Job summary
We are looking for an enthusiastic and motivated Technical Support Analyst to join our Corporate Applications Team, supporting major National software applications for the NHS in Wales.
What you'll be doing
Working closely with our Moodle Product Specialist, you will be providing operational support for our Moodle-based Learning Management System as well as other national applications as required.
As a Technical Support Analyst, you will need excellent interpersonal, communication and organisational skills to ensure that the systems and services you support perform to the requirements of users.
Main duties of the job
- Operational support of multiple web applications
- Monitor system health daily and resolve underlying issues
- Provide advice and guidance to service users
- Ongoing incident and problem management
- Create and maintain system work instructions and documentation.
- Deploy and configure minor and major software releases
- Configuration of applications and servers to meet user requirements
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
Experience of working within a software service delivery and 2nd line support environment is essential for this post and experience/knowledge in the following areas would be advantageous:
- Knowledge of ITIL processes, particularly Incident and Problem management
- Prior knowledge or experience of Moodle
- Development and execution of database queries e.g. T-SQL
- Problem solving and diagnosis of root causes
- Customer and supplier liaison
- NHS Clinical/Administrative Information and IT requirements
- Delivering training to staff
Job description
Job responsibilities
Experience of working within a software service delivery and 2nd line support environment is essential for this post and experience/knowledge in the following areas would be advantageous:
- Knowledge of ITIL processes, particularly Incident and Problem management
- Prior knowledge or experience of Moodle
- Development and execution of database queries e.g. T-SQL
- Problem solving and diagnosis of root causes
- Customer and supplier liaison
- NHS Clinical/Administrative Information and IT requirements
- Delivering training to staff
Person Specification
Qualifications and/or Knowledge
Essential
- Educated to degree level or equivalent experience
Desirable
- ITIL V3 Foundation Accreditation or equivalent knowledge and experience
- Knowledge of an IT service management framework
Experience
Essential
- Extensive experience in Information and IT Service delivery and support
- Maintaining & support of Learning Management Systems preferably Moodle
- Proven record in service delivery and 2nd line support
- Knowledge of MS Windows Web Server technologies (IIS & Apache, PHP.)
- Knowledge of MS SQL
- Experience of delivering ILT training
Desirable
- Experience of supporting a learning management system
- Experience of supporting Moodle
- Programming in web scripting language
- Knowledge and skills in instructional design
- MS SSRS or equivalent reporting systems
- Rest API development for mobile application
Aptitude and Abilities
Essential
- Problem solving skills
- Good written and verbal skills able to assimilate complex ideas/material and argue cases in a clear persuasive way
- Ability to continue to learn new technologies
Desirable
- Ability to work alone or as part of a team
- Ability to speak Welsh
Person Specification
Qualifications and/or Knowledge
Essential
- Educated to degree level or equivalent experience
Desirable
- ITIL V3 Foundation Accreditation or equivalent knowledge and experience
- Knowledge of an IT service management framework
Experience
Essential
- Extensive experience in Information and IT Service delivery and support
- Maintaining & support of Learning Management Systems preferably Moodle
- Proven record in service delivery and 2nd line support
- Knowledge of MS Windows Web Server technologies (IIS & Apache, PHP.)
- Knowledge of MS SQL
- Experience of delivering ILT training
Desirable
- Experience of supporting a learning management system
- Experience of supporting Moodle
- Programming in web scripting language
- Knowledge and skills in instructional design
- MS SSRS or equivalent reporting systems
- Rest API development for mobile application
Aptitude and Abilities
Essential
- Problem solving skills
- Good written and verbal skills able to assimilate complex ideas/material and argue cases in a clear persuasive way
- Ability to continue to learn new technologies
Desirable
- Ability to work alone or as part of a team
- Ability to speak Welsh
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
