Overview
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. 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. The role also includes managing the service desk ticket queue and telephone line, maintaining the service desk email inbox, and administering the Configuration Management Database (CMDB). The analyst will monitor IT equipment stock levels and ensure that all digital assets are properly recorded and maintained.
Responsibilities
* Provide first-line IT support and act as the first point of contact for all digital support queries.
* Log, categorise, and prioritise incidents and service requests received via phone, email, Microsoft Teams, or the ITSM tool.
* Aim to resolve issues at first contact where possible; escalate more complex problems to second-line support or senior colleagues as needed.
* Manage the service desk ticket queue and telephone line; maintain the service desk email inbox.
* Administer the Configuration Management Database (CMDB).
* Monitor IT equipment stock levels and ensure all digital assets are properly recorded and maintained.
* Work closely with internal teams and external partners such as Digital Health and Care Wales.
* Contribute to the knowledge base, provide user training on Microsoft 365 tools, and support continuous improvement by identifying opportunities to enhance digital services and processes.
* Demonstrate proactive, customer-focused service, manage workload, adapt to changing priorities, and maintain high standards in a fast-paced environment.
Qualifications and Requirements
* Open to individuals with little to no experience in IT support who have a passion for technology, a desire to learn, and a commitment to delivering excellent customer service.
* Opportunity to gain hands-on experience while working towards a level 2 or 3 qualification in Digital Skills for Business.
* Willingness to work in a supportive and forward-thinking organisation.
About HEIW and Values
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.
* 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?
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