About this opportunity
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. They will be responsible for troubleshooting technical issues, maintaining accurate records, and escalating more complex problems to senior colleagues or second-line support teams.
This role is ideal for someone with little to no experience with IT support but has a passion for technology, a desire to learn, and a commitment to delivering excellent customer service. It offers a unique opportunity to gain hands-on experience while working towards a level 2 or 3 qualification in Digital Skills for Business, in a supportive and forward-thinking organisation.
Please be aware that we cannot accept any candidates with qualifications of undergraduate degree or higher due to eligibility criteria for the Level 2 Digital Application Support apprenticeship course.
This post is Fixed term/secondment for 24 months to meet the needs of the service.
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
Ty Dysgu, Nantgarw
Full time – 37.5 hours per week (9am to 5pm on site Monday to Friday)
£25,313 – £26,999 per annum
The Junior Digital Service Desk Analyst will be a key member of the HEIW Digital Service Desk team, acting as the first point of contact for all digital support queries. 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.
In addition to managing the service desk ticket queue and telephone line, the analyst will be responsible for maintaining the service desk email inbox and administering the Configuration Management Database (CMDB). They will also monitor IT equipment stock levels and ensure that all digital assets are properly recorded and maintained.
The role requires strong communication and collaboration skills, as the analyst will work closely with internal teams and external partners such as Digital Health and Care Wales. They will also contribute to the team’s knowledge base, provide user training on Microsoft 365 tools, and support continuous improvement by identifying opportunities to enhance digital services and processes.
This position demands a proactive, customer-focused individual who can manage their own workload, adapt to changing priorities, and maintain high standards of service delivery in a fast-paced environment.
Person Specification:
Qualifications and Knowledge
Essential criteria
- Educated to A-Level, diploma level in a relevant subject or able to demonstrate equivalent experience.
- Good understanding of the Microsoft 365 platform, including and not limited to Outlook, Teams, Power Platform, SharePoint, and MS Lists.
- Evidence and Commitment to continuing professional development
Desirable criteria
- Foundation qualification in ITIL v3 or v4
- Recognised ICT Qualification.
Experience
Essential criteria
- Experience of answering phone calls from customers
- Experience of writing technical documentation.
- Experience of working to tight deadlines in a busy working environment.
- Experience of working in a team, and on own initiative.
Desirable criteria
- Experience of working directly with a range of stakeholders, and partners.
- Experience of working in a technical support role and proven experience in the development and support of IT systems
- Experience using an IT Service Management tool
Skills and Attributes
Essential criteria
- Ability to follow documented procedures.
- Able to prioritise work and identify urgent action.
- Able to work to tight deadlines and changing priorities.
- Excellent written English communication skills
- Proactive and dedicated to completing tasks.
Qualifications and Knowledge
Essential criteria
- Good general knowledge of common hardware and software applications including but not restricted to: Common email systems and protocols (i.e. Microsoft 365), Domain Name Service, Active Directory System, Windows, iOS & Android Operating systems
Skills and Attributes
Essential criteria
- Excellent customer service skills.
