Job summaryThe ability to speak Welsh is essential for this role.This post is fixed term/secondment for up to 11 months.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.To provide first and second line support to service users to IT Information Library (ITIL) compliant standards. This will involve acting as the first point of contact to users for incident resolution; recording calls, logging requests, managing and processing in line with agreed incident management processes and progressing prescribed change requests to completion.The post holder will be expected to maintain a knowledge and understanding across the range of duties so that all functions can be maintained during periods of staff absence.Main duties of the jobTo resolve incidents/faults and user support issues to the satisfaction of the end user. To respond to user queries in a timely and accurate manner in accordance with agreed service levels. To resolve problems from first principles and past experience.Gain a sufficient level of knowledge of the nominated systems in order to respond to user queries by shadowing appropriate team members.Maintain and develop ITIL awareness and relevant qualifications to ensure provision of a professional service.To understand all Service Level Agreements (SLAs)Proactively keep track of service development, understand how it may affect first line support activities and assist in the development of amended working instructions and procedures as appropriate.About usDigital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.Join our game changing, life-saving team and start making a real difference to health and care services in Wales.Job descriptionJob responsibilitiesYou 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 TracPerson SpecificationQualifications and/or KnowledgeEssentialEducated to A-level, diploma or equivalent experienceCommitment to continuing professional development for selfITIL Foundation Certificate or demonstrable equivalent experienceGood understanding of IT infrastructure at a technical levelKnowledge and understanding of NHS working environmentDesirableKnowledge of NHS Wales organisations & ITIL strategyKnowledge and understanding of the role of DHCWKnowledge of relevant NHS standards and legal requirements relating to Information Governance and SecurityExperienceEssentialExperience in providing first line IT Support in a Service Desk environmentExperience in providing service desk support of a large and varied user base in IT systemsExperience of an ITIL service environmentExperience of working to Service Level Agreement (SLA) targets and co-ordinating workload to meet themUnderstanding and experience of providing an effective customer serviceDesirableExperience of working in a NHS/Healthcare or other public sector bodySkills and AttributesEssentialGood and effective communication skillsAbility to learn new technologies and IT systemsAbility to analyse and resolve IT issuesWelsh Language Skills are essential at level 4 or 5 in understanding, speaking, reading, and writing in WelshDisclosure and Barring Service CheckThis 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.Certificate of SponsorshipApplications 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).Employer detailsEmployer nameDigital Health and Care WalesAddressHybrid workingCardiffCF11 9ADEmployer's websitehttps://nwis.nhs.wales/ (Opens in a new tab)