Support Analyst & Monitoring
The closing date is 15 March 2026
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.
Details
Date posted
06 March 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£25,313 to £26,999 a year per annum
Contract
Permanent
Working pattern
Full-time, Home or remote working
Reference number
043-AC048-0326
Job locations
Woodland House
Maes Y Coed Road
Cardiff
CF14 4TT
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/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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