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.
This role is ideal for someone with little to no experience with IT support but has 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.
Please be aware that we cannot accept any candidates with qualifications of undergraduate degree or higher due to eligibility criteria for the Level 2 Digital Application Support apprenticeship course.
This post is Fixed term/secondment for 24 months to meet the needs of the service.
If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post
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,
* 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 responsibilities
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
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
* Educated to A-Level, diploma level in a relevant subject or able to demonstrate equivalent experience.
* Good understanding of the Microsoft 365 platform, including and not limited to Outlook, Teams, Power Platform, SharePoint, and MS Lists.
* Evidence and Commitment to continuing professional development
* Recognised ICT Qualification.
Experience
* 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.
* Experience of working directly with a range of stakeholders, and partners.
* 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
Skills and Attributes
* Ability to follow documented procedures.
* Able to prioritise work and identify urgent action.
* Able to work to tight deadlines and changing priorities.
* Proactive and dedicated to completing tasks.
Qualifications and Knowledge
* Good general knowledge of common hardware and software applications including but not restricted to: Common email systems and protocols (i.e. Microsoft 365), Domain Name Service, Active Directory System, Windows, iOS & Android Operating systems
Skills and Attributes
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.
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