Job summary
- Main area
- Service Desk
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Working Shifts as part of a ROTA)
- Job ref
- 040-AC266-0725
- Employer
- Aneurin Bevan University Health Board
- Employer type
- NHS
- Site
- Ty Gwent
- Town
- Lake View, Cwmbran
- Salary
- £31,516 - £38,364 Per Annum
- Salary period
- Yearly
- Closing
- 12/08/2025 23:59
Employer heading
Senior Service Desk Analyst
Band 5
We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.
Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments OR SUPPORT needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 OR EMAIL [email protected]
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.
We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Aneurin Bevan University Health Board support flexible working.
The salary scale above has been agreed as part of the NHS Agenda for Change pay award for 2025/2026 and will be implemented in August 2025 with arrears backdated to 1st April 2025 where applicable.
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
Job overview
As a senior member of the Service Desk team, the postholder will be at the forefront of digital support within the health board. The post will enable you to refine troubleshooting, mentoring and training skills whilst also continually improving the service by building on the knowledge base and suggesting improvements to processes, allowing our clinical colleagues to focus on delivering excellent patient care.
Main duties of the job
The post holder will provide first-line technical support to users of Aneurin Bevan University Health Board (ABUHB) Digital, Data & Technology services. This includes incident management, request fulfilment, and problem diagnosis and resolution across a broad range of hardware and software systems. The Senior Service Desk Analyst plays a key role in ensuring high-quality, customer-focused support in line with agreed service levels and the ABUHB Digital Strategy.
In addition, the post holder will actively support and mentor junior team members to foster skills development and service improvement.
Working for our organisation
Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Detailed job description and main responsibilities
The post holder will provide first-line technical support to users of Aneurin Bevan University Health Board (ABUHB) Digital, Data & Technology services. This includes incident management, request fulfilment, and problem diagnosis and resolution across a broad range of hardware and software systems. The Senior Service Desk Analyst plays a key role in ensuring high-quality, customer-focused support in line with agreed service levels and the ABUHB Digital Strategy.
In addition, the post holder will actively support and mentor junior team members to foster skills development and service improvement.
Person specification
Qualifications and Knowledge
Essential criteria
- Degree in IT or related field or equivalent experience
- Understanding of Windows environments, Microsoft 365, Active Directory, network basics
- Knowledge of NHS-specific applications
Desirable criteria
- ITIL Foundation Certificate, or technical certification
- IT qualification i.e. registered IT Technical (RITTech) or FEDIP Associate
Experience
Essential criteria
- Experience in an IT support environment, providing 1st line support
- Previous experience of delivering objectives
- An understanding of user requirements and implementing Change Management
- Experience of delivering outcomes within tight timescales
Desirable criteria
- Experience in an NHS or healthcare setting
- Experience of using computerised clinical and administrative information systems
Skills and Attributes
Essential criteria
- Excellent troubleshooting, communication, mentoring, and organisational skills
- Effective interpersonal and communication skills (written and verbal)
- Strong organisational and planning skills
- Enthusiastic, self-motivated, looks for opportunities to improve services, staff and self
- Cares about the service and service continuity and is willing to go the extra mile when necessary
- Able to meet travel requirements of the role
- Flexible approach and adaptable to meet all aspects of the work
- Proactive and dedicated to completing tasks
Desirable criteria
- Ability to create technical documentation and knowledge articles
- Ability to communicate with all levels of the organisation
- Ability to speak Welsh
Other
Essential criteria
- Ability to travel between sites in a timely manner
- Commitment to patient safety, confidentiality, and service excellence
Employer certification / accreditation badges
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Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Geraint Powell
- Job title
- Service Desk Lead
- Email address
- [email protected]
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