Service Support Administrator
NWSSP Legal & Risk Services
Cardiff,
Wales,
United Kingdom
Administration
Skilled Worker
All other/unspecified
Job posted on December 11, 2025
APPLY NOW
Job Description:
If you are looking to join NWSSP, please see the additional information below that may be of interest to you: -
Our “Benefits” video has been created to highlight and showcase some of the benefits of working for the NHS and NWSSP:- https://youtu.be/zX3x046SDhg
The “Tops Tips – Be Yourself” video has been designed to support candidates applying for roles with NWSSP. We have outlined 8 key steps to help candidates articulate their capabilities and experience when completing applications with NWSSP. https://youtu.be/qe3ibY8b6m4
Applicants are invited to apply in Welsh. Any application submitted in Welsh will not be treated less favourably than an application made in English
Job Overview
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.
Responsible For
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.
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.
You will also act as team secretary and provide secretarial support to include aggreging meetings and minute taking.
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, delivering services and support based on industry good practices.
Main duties of the job
The Service Support Administrator role will provide effective focused operational and change management support to all of our customers (internal and external) and ensuring complete 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, problem management and request fulfilment processes, in line with Service Desk good industry practices. This will require good communication skills 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.
You will be expected to undertake a range of system updates, following established procedures and process in a consistent manner that meets SLA timeframes.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply
Working for our organisation
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.
Detailed Job Description And Main 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
You will also act as secretary for a range of All Wales meeting, with will involve arranging meetings and take formal minutes .
Responsible for data entry of agreed national standing data and transaction data in line with agreed procedures that forms part of the responsibility of the Central Team.
To work in close collaboration with managers and staff across NHS Wales to ensure all information supplied to our customers are of a high quality and standard. To provide expert advice, guidance and triaging of service tickets, assisting key staff (within the department and across the Consortium) and suppliers with all forms of simple and complex queries and request
You will be expected to provide evidence in your application to confirm that you meet all of the essential criteria's for the position.
Person specification
Qulaifications and/or knowladge
Essential criteria
Desirable criteria
Experience
Essential criteria
Desirable criteria
We are committed to flexible working and equal opportunities.
If you are short listed for interview you will be contacted by email using the email address with which you registered. Please ensure that you check your email account regularly.
Prior consideration for this vacancy will be given to staff awaiting redeployment. We therefore reserve the right to withdraw this advert at any stage.
When applying for this post it is essential that you read the Job Description and Person Specification (where available) and demonstrate how your skills, knowledge and experience meet the requirements of the person specification. Only candidates who clearly demonstrate how they meet the person specification will be shortlisted.
To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
Name Stuart Fraser Job title Service Manger Email address stuart.fraser2@wales.nhs.uk Telephone number 07450 861602
APPLY NOW
Our “Benefits” video has been created to highlight and showcase some of the benefits of working for the NHS and NWSSP:- https://youtu.be/zX3x046SDhg
The “Tops Tips – Be Yourself” video has been designed to support candidates applying for roles with NWSSP. We have outlined 8 key steps to help candidates articulate their capabilities and experience when completing applications with NWSSP. https://youtu.be/qe3ibY8b6m4
Applicants are invited to apply in Welsh. Any application submitted in Welsh will not be treated less favourably than an application made in English
Job Overview
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.
Responsible For
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.
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.
You will also act as team secretary and provide secretarial support to include aggreging meetings and minute taking.
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, delivering services and support based on industry good practices.
Main duties of the job
The Service Support Administrator role will provide effective focused operational and change management support to all of our customers (internal and external) and ensuring complete 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, problem management and request fulfilment processes, in line with Service Desk good industry practices. This will require good communication skills 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.
You will be expected to undertake a range of system updates, following established procedures and process in a consistent manner that meets SLA timeframes.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply
Working for our organisation
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.
Detailed Job Description And Main 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
You will also act as secretary for a range of All Wales meeting, with will involve arranging meetings and take formal minutes .
Responsible for data entry of agreed national standing data and transaction data in line with agreed procedures that forms part of the responsibility of the Central Team.
To work in close collaboration with managers and staff across NHS Wales to ensure all information supplied to our customers are of a high quality and standard. To provide expert advice, guidance and triaging of service tickets, assisting key staff (within the department and across the Consortium) and suppliers with all forms of simple and complex queries and request
You will be expected to provide evidence in your application to confirm that you meet all of the essential criteria's for the position.
Person specification
Qulaifications and/or knowladge
Essential criteria
- Educated to Level 3 Diploma
Desirable criteria
- ITIL Foundation Level GCSE, grade C or higher, (or equivalent) in English and Maths
- Understanding of an ERP System, ideally Oracle and BI/Reporting systems, ideally Qlik, Apex
Experience
Essential criteria
- Experiencing of working in a Service Desk team
- Experiencing of using Service Desk tools
Desirable criteria
- Experiencing of preparing procedures and work instructions
- Experience of developing knowledge and frequently asked question guides
- Secretarial duties, arranging meetings & minute talking
We are committed to flexible working and equal opportunities.
If you are short listed for interview you will be contacted by email using the email address with which you registered. Please ensure that you check your email account regularly.
Prior consideration for this vacancy will be given to staff awaiting redeployment. We therefore reserve the right to withdraw this advert at any stage.
When applying for this post it is essential that you read the Job Description and Person Specification (where available) and demonstrate how your skills, knowledge and experience meet the requirements of the person specification. Only candidates who clearly demonstrate how they meet the person specification will be shortlisted.
To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.
Applicant requirements
Welsh language skills are desirable
Documents to download
- JD & PS- English (PDF, 560.3KB)
- Welsh JD/PS (PDF, 544.3KB)
- Occupational Health Form (PDF, 656.5KB)
- NWSSP Recruitment Services Privacy Notice (PDF, 696.3KB)
- NWSSP - About Us (PDF, 6.6MB)
- NWSSP - Our Benefits 2023 (PDF, 487.5KB)
- NWSSP - Buddion (PDF, 491.0KB)
- PCGC -Amdanom (PDF, 6.7MB)
- Guidance Notes for Applicants Nov25 (PDF, 322.5KB)
- Intergrated Medium Term Plan 2025-2028 (PDF, 15.1MB)
- Intergrated Medium Term Plan 2025-2028 - Cymraeg (PDF, 18.0MB)
Further details / informal visits contact
Name Stuart Fraser Job title Service Manger Email address stuart.fraser2@wales.nhs.uk Telephone number 07450 861602