This is an exciting opportunity to join Health Education and Improvement Wales (HEIW) as a Junior Digital Service Desk Analyst on a 24-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 primarily based on the Digital Service Desk, HEIW offers a broad and enriching learning experience through rotations across various teams within the Digital Directorate, such as infrastructure, applications, data and analytics, and project delivery. This helps build a well-rounded foundation for a future in digital and IT.
This role is ideal for someone passionate about technology, eager to learn, and committed to excellent customer service. It provides hands-on experience while working towards a level 2 or 3 qualification in Digital Skills for Business within a supportive, forward-thinking organization.
The Junior Digital Service Desk Analyst will be a key member of the team, acting as the first point of contact for all digital support queries. Responsibilities include logging, categorizing, and prioritizing incidents and service requests via phone, email, Microsoft Teams, or the ITSM tool. The goal is to resolve issues at first contact where possible and escalate complex problems appropriately.
Additional duties involve managing the service desk ticket queue, maintaining the email inbox, administering the Configuration Management Database (CMDB), monitoring IT equipment stock levels, and ensuring digital assets are properly recorded and maintained.
This role requires strong communication and collaboration skills, working closely with internal teams and external partners such as Digital Health and Care Wales. The analyst will contribute to the knowledge base, provide user training on Microsoft 365 tools, and support continuous improvement initiatives.
The position demands a proactive, customer-focused individual capable of managing workload, adapting to priorities, and maintaining high standards in a fast-paced environment.
HEIW is the strategic workforce body for NHS Wales, focusing on education, workforce planning, development, and transformation. Our purpose is to develop a workforce delivering excellent care and population health. We value respect, innovation, and teamwork, and have been recognized with awards like the HPMA Award for Employee Engagement in 2019.
What you can expect includes a corporate induction, a 90-day welcome itinerary, compassionate leadership, a values-based performance appraisal, and the opportunity to impact health and social care services across Wales.
Join us and be part of the dynamic 'One HEIW Team'!
#J-18808-Ljbffr