Job summary
This is an exciting opportunity to join Health Education and Improvement Wales (HEIW) as aJunior Digital Service Desk Analyston a24-month apprenticeship programme. The successful candidate will become an integral part of the Digital Service Desk team, providing first-line IT support to approximately 750 HEIW staff.
As the first point of contact for digital support, the apprentice will play a key role in ensuring a professional, responsive, and customer-focused service. They will be responsible for troubleshooting technical issues, maintaining accurate records, and escalating more complex problems to senior colleagues or second-line support teams.
While the apprentice will be primarily based on the Digital Service Desk, HEIW is committed to providing a broad and enriching learning experience. To support this, the successful candidate will rotate through various teams within the Digital Directorate every few months. This will offer valuable exposure to different areas of digital services, such as infrastructure, applications, data and analytics, and project delivery, helping to build a well-rounded foundation for a future career in digital and IT.
This role is ideal for someone with a passion for technology, a desire to learn, and a commitment to delivering excellent customer service. It offers a unique opportunity to gain hands-on experience while working towards a level 2 or 3 qualification in Digital Skills for Business, in a supportive and forward-thinking organisation
Main duties of the job
The Junior Digital Service Desk Analyst will be a key member of the HEIW Digital Service Desk team, acting as the first point of contact for all digital support queries. The role involves logging, categorising, and prioritising incidents and service requests received via phone, email, Microsoft Teams, or the ITSM tool. The postholder will aim to resolve issues at first contact where possible and escalate more complex problems to second-line support or senior colleagues as needed.
In addition to managing the service desk ticket queue and telephone line, the analyst will be responsible for maintaining the service desk email inbox and administering the Configuration Management Database (CMDB). They will also monitor IT equipment stock levels and ensure that all digital assets are properly recorded and maintained.
The role requires strong communication and collaboration skills, as the analyst will work closely with internal teams and external partners such as Digital Health and Care Wales. They will also contribute to the team's knowledge base, provide user training on Microsoft 365 tools, and support continuous improvement by identifying opportunities to enhance digital services and processes.
This position demands a proactive, customer-focused individual who can manage their own workload, adapt to changing priorities, and maintain high standards of service delivery in a fast-paced environment.
About us
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?
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.
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.
Person Specification
Qualifications and Knowledge
Essential
- Educated to A-Level, diploma level in a relevant subject or able to demonstrate equivalent experience
- Evidence and Commitment to continuing professional development
- Good general knowledge of common hardware and software applications
- Good understanding of the Microsoft 365 platform, including and not limited to Outlook, Teams, Power Platform, SharePoint, and MS Lists
Desirable
- Knowledge of NHS Wales organisations strategy.
- Foundation qualification in ITIL v3 or v4
- Recognised ICT Qualification
Skills and Attributes
Essential
- Excellent customer service skills.
- Ability to follow documented procedures
- Ability to produce high quality documentation
- Communicates effectively at all levels within the NHS and partner organisations
- Able to prioritise work and identify urgent action
- Able to work to tight deadlines and changing priorities
- Excellent written English communication skills
- Self-motivated and enthusiastic with the ability to work unsupervised
- Proactive and dedicated to completing tasks
Desirable
- Ability to communicate complex information.
- Proof reading
- Ability to communicate effectively in Welsh
Experience
Essential
- Experience of answering phone calls from customers
- Experience of writing technical documentation
- Experience of working to tight deadlines in a busy working environment
- Experience of working in a team, and on own initiative.
Desirable
- Understanding of the range of NHS Careers available
- Experience of working directly with a range of stakeholders, and partners
- Previous experience of working in the NHS
- Experience of working in a technical support role and proven experience in the development and support of IT systems
- Experience using an IT Service Management tool.
Other
Essential
- Commitment to continuous improvement and being part of a highly effective and team
- Willingness to help others and achieve HEIW objectives
- Demonstrates openness, integrity, and kindness.
- Flexible approach to needs of the service
Person Specification
Qualifications and Knowledge
Essential
- Educated to A-Level, diploma level in a relevant subject or able to demonstrate equivalent experience
- Evidence and Commitment to continuing professional development
- Good general knowledge of common hardware and software applications
- Good understanding of the Microsoft 365 platform, including and not limited to Outlook, Teams, Power Platform, SharePoint, and MS Lists
Desirable
- Knowledge of NHS Wales organisations strategy.
- Foundation qualification in ITIL v3 or v4
- Recognised ICT Qualification
Skills and Attributes
Essential
- Excellent customer service skills.
- Ability to follow documented procedures
- Ability to produce high quality documentation
- Communicates effectively at all levels within the NHS and partner organisations
- Able to prioritise work and identify urgent action
- Able to work to tight deadlines and changing priorities
- Excellent written English communication skills
- Self-motivated and enthusiastic with the ability to work unsupervised
- Proactive and dedicated to completing tasks
Desirable
- Ability to communicate complex information.
- Proof reading
- Ability to communicate effectively in Welsh
Experience
Essential
- Experience of answering phone calls from customers
- Experience of writing technical documentation
- Experience of working to tight deadlines in a busy working environment
- Experience of working in a team, and on own initiative.
Desirable
- Understanding of the range of NHS Careers available
- Experience of working directly with a range of stakeholders, and partners
- Previous experience of working in the NHS
- Experience of working in a technical support role and proven experience in the development and support of IT systems
- Experience using an IT Service Management tool.
Other
Essential
- Commitment to continuous improvement and being part of a highly effective and team
- Willingness to help others and achieve HEIW objectives
- Demonstrates openness, integrity, and kindness.
- Flexible approach to needs of the service
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).
