Support Analyst & Monitoring
Job summary
An exciting opportunity has arisen for a dynamic and motivated individual to join Central Team eBusiness Services, which is a small specialist division, supporting all health boards/trusts and hosted organisations in Wales on a range of national digital projects and providing operational support for the All Wales ERP system.
responsible for:
Monitoring all FMS services are runningto required SLA levels and any disruptions areidentifiedand escalation to required support is undertaken
Taking ownership of service requests and incidents (tickets) raised via the telephone or the Service Desk tool for any enterprise systems and services supported by the Central Team.
support to all of our customers (internal and external) and ensuring customer satisfaction. This will be through managing service desk tickets, managing all aspects of the resulting incidents or service requests and ensuring fully documented communication. The post-holder will support service operations using the incident management, system in line with Service Desk good industry practices.
You will have experience of working in a Service Desk Team and be educated to degree level or have equivalent experience and have a background working in a structured and disciplined department
Main duties of the job
The role will provide effective focussed operational support to all of our customers (internal and external) and ensuring complete customer satisfaction. This will be through ensuring services are running within expected parameters and SLA's, managing all aspects of the resulting incidents or service requests and ensuring fully documented communication.The post-holder will support service operations using the incident management, problem management and request fulfilment processes, in line with Service Desk good industry practices. This will require good communication skills and escalation channels as you will be required to contact our customers verbally and via electronic means to ensure they are kept apprised of there issues in a clear manner.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
At NHS Wales Shared Services Partnership we expect everyone to embrace our values of Listening and Learning, Working Together, Taking Responsibility and Innovating.
Our organisation encourages an agile working approach and we pride ourselves on being a learning organisation motivated by continuous improvement.
We are committed to creating an inclusive workplace that values equality, diversity and inclusion, focussing on the wellbeing and belonging of our people.
Excellent customer service is something we strive for, for both our internal and external customers.
Offering a comprehensive benefits package, there is something for everyone. To find out more about working for us, the benefits we offer and guidance on the application process please visit https://nwssp.nhs.wales/working-for-us/
NWSSP work in an agile way where possible, all posts will have a contractual base but as part of agile ways of working that may mean working from home and other locations. We also look at how we balance flexibility with community, and how to manage opportunities to learn from each other.
Job description
Job responsibilities
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
- Educated to Level 4 Diploma
- Understanding of an ERP System, ideally Oracle and BI/Reporting systems, ideally QlikView, Apex
- Understanding of an ERP System, ideally Oracle and BI/Reporting systems, ideally QlikView, Apex
- ITIL Foundation Level GCSE, grade C or higher, (or equivalent) in English and Maths
Experience
- Experiencing of working in a Service Desk team
- Experiencing of using Service Desk tools
- Experiencing of preparing procedures and work instructions
- Experience of developing knowledge and frequently asked question guides
- Secretarial duties, arranging meetings & minute talking
Skills
- Good standard of oral and written communication skills
- Ability to engage with diverse audiences
- Ability to analyse complex information and present in a meaningful way
- Ability to work in pressurised environment to meet challenging deadlines
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.
Certificate of Sponsorship
Applications 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.
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.
Employer details
Employer name
NHS Wales Shared Services Partnership
Address
Woodland House
Maes Y Coed Road
Cardiff
CF14 4TT
Employer's website
https://nwssp.nhs.wales/