Service Desk Analyst (CoS Available) – Aneurin Bevan University Health Board

Employer: Aneurin Bevan University Health Board
Job Title: Service Desk Analyst
Location: United Kingdom
Salary: £27,898 – £30,615 per annum
Job Type: Full-time
Closing Date: 04 February 2026

Job Summary

Aneurin Bevan University Health Board is seeking a Service Desk Analyst to join a hybrid team across Service Desk and Digital Applications. The role involves taking calls and tickets from customers, resolving queries as the first point of contact, and providing timely, effective support. Issues that cannot be resolved within prescribed timeframes must be escalated through functional and hierarchical paths.

The analyst will also assist senior colleagues by supporting and training junior team members and new starters. The ability to speak Welsh is desirable, though both Welsh and English speakers are encouraged to apply.

Main Duties

• Assist senior colleagues with routine maintenance procedures, including system modifications, corrections, workarounds, site-specific enhancements, and reconfiguration.

• Maintain application data, provide guidance and training to users and operations staff, and create or update documentation.

• Ensure all work is documented and carried out in line with required standards, methods, and procedures.

• Communicate effectively with users at all levels, explaining technical information clearly.

• Log calls accurately in the IT service management system and provide timely updates to users.

• Follow agreed procedures, allocate unresolved calls appropriately, and escalate when necessary.

• Contribute to service policies, procedures, and the organisation’s digital strategy.

• Implement IT equipment safely, handle remote software installation, repair, and maintenance.

• Keep up to date with legislation (GDPR, NISD), Caldicott principles, and national informatics healthcare strategies.

• Participate in professional development, including leadership training and formal/informal courses.

Person Specification

Qualifications & Knowledge

• Essential: Diploma level education or equivalent experience, working knowledge of clinical IT systems, Microsoft Office, ITIL Foundation.

• Desirable: IT qualification (RITTech or FEDIP Associate).

Experience

• Essential: Delivering objectives, understanding user requirements, implementing Change Management, working to tight deadlines.

• Desirable: Experience with computerised clinical and administrative systems, NHS environment, or clinical/ICT environment.

Skills & Attributes

• Essential: Effective interpersonal and communication skills, strong organisation and planning, proactive, self-motivated, flexible, able to travel between sites.

• Desirable: Ability to communicate with all organisational levels, Welsh language skills.

Other Requirements

• Ability to participate in on-call rotation.

• Subject to Disclosure and Barring Service check.

About Aneurin Bevan University Health Board

Aneurin Bevan University Health Board is a multi-award-winning NHS organisation serving a population of 650,000 and employing over 16,000 staff. The Health Board provides integrated acute, primary, and community care, offering a workplace where employees are trusted, valued, and supported.

Benefits & Development:

• Extensive training and development opportunities, including recognised qualifications and management pathways.

• Flexible working arrangements and a focus on work-life balance.

• Occupational health support and access to the Wellbeing Centre of Excellence.

• Opportunities to participate in the Clinical Futures strategy, enhancing care closer to home and hospital services.

Certificate of Sponsorship

Aneurin Bevan University Health Board welcomes applications from candidates requiring Skilled Worker sponsorship (CoS). Skilled worker applicants must provide criminal record certificates from countries of residence for 12 months or more in the past 10 years. Adult dependants are also subject to this requirement. More guidance is available via the UK Visas and Immigration website.

How to Apply

If this opportunity interests you, head to the company’s official website for full details — click here to submit your application.