Service Desk Analyst
| Posting date: | 17 November 2025 |
|---|---|
| Salary: | £27,898 per year |
| Hours: | Full time |
| Closing date: | 27 November 2025 |
| Location: | Ty Glan yr Afon, 21 Cowbridge Road East, Cardiff, CF11 9AD |
| Remote working: | Hybrid - work remotely up to 4 days per week |
| Company: | Digital Health and Care Wales |
| Job type: | Temporary |
| Job reference: | 025-AC117-0625 |
Summary
This role provides first and second line IT support to ITIL standards, acting as the first point of contact for users, resolving incidents, logging requests, and managing changes in line with agreed processes and SLAs. The post holder maintains broad knowledge across all duties to ensure service continuity and develops understanding of supported systems through shadowing. They proactively monitor service developments, update procedures, and uphold professional ITIL practice. The role involves building strong customer relationships, championing user needs, maintaining service management databases, auditing information, and communicating regularly about system issues, downtime, and incident progress within Digital Health and Care Wales.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.