End User Computing Engineer - EO - Mid Wales

Job summary

Welsh Government

The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) of improving the lives of everyone through collaboration, innovation and better public services.

To achieve this vision, the Welsh Government needs specialist digital, data and technology skills across all departments in the organisation to improve the services and policies we develop for Welsh citizens.

For more information about the benefits of making a difference with us, please see the Employee Benefits Pack.

Team/Division Overview

This is an opportunity to join the End User Computing team within IT Services. This is a fast paced, user focused team who support the IT requirements of the organisation and ensure that staff are able to access the technology they need to do their jobs.

The End User Computing (EUC) Team plays a crucial role in managing and supporting the IT services that directly impact users' daily work.

Job Role

This post is mapped to the Associate End User Computing Engineer role in the DDaT Profession Capability Framework. Follow the link to understand the role and the required skills.

In this role, you will also be responsible for informing customers on progress and advising on workarounds where necessary, as well as the support and maintenance of end user services. You will provide technical support to both customer and internal team members.

We are looking for people who are:

• Enthusiastic and pro-active about resolving problems
• Team oriented, willing to support others when needed
• Organised and have good planning skills to ensure the timely delivery of high-quality outputs.
• Experienced in communicating with a wide range of people using different communication methods.

Job description

• Troubleshoot, fault fix, and replacement of all ICT hardware where required.
• Responsible for laptop builds, setup and Issue.
• Responsible for iOS device support, including setup & Issue.
• Provide support and guidance for VIP service within Welsh Government, which includes Ministers.
• Technical collaboration and engagement with the vendor for Print Services
• Assist, as required, end users in changing print consumables
• Provide support for all services within the regional offices such as broadband and Wi-Fi.
• Perform daily regular checks of meeting rooms to ensure A/V equipment is fit for purpose and fully functional
• As required, perform basic A/V equipment troubleshooting and escalate further to A/V engineers for expertise and issue resolution
• Provide support to staff on the planning of meetings / events in relation to the AV services on site, ensuring availability on the day where necessary.
• Provide end user onsite training on;
  • any specific service requirement triggered by service changes
  • above and beyond “How do I” scope
  • any onsite end user support that cannot be accessed via the Service Desk or available on the Self-service portal
• As required, provide with End user upskilling on new service functionality
• Logging calls within the WG ITSM tool on behalf of the end user as required and manage assigned tickets to completion, following standard processes and procedures
• Manage Service Requests to completion
• Ensure tickets are correctly assigned if unable to resolve at Regional Services level
• Incident queue/Resolver group queue management
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Develop trends by monitoring and analysing incoming calls, issues and support requests
• Systematic error analysis and problem recovery
• Recording, managing and escalating service problems as appropriate
• Analysing historical data to identify and eliminate potential incidents before they occur
• Identifying underlying causes of incidents and preventing recurrences
• Ensure the KEDB is populated accordingly
• Developing workarounds or other solutions to incidents
• Actively update the Knowledge Database with relevant technical documentation
• Use the Knowledge Database as a part of Incident/Problem Management process
• Ensure full knowledge of the core WG ICT processes at all times
• Provide service desk cover as/when required
• Occasionally perform other duties commensurate with the role, on request of your line manager

Person specification

Your role will form part of Welsh Government’s Digital, Data and Technology profession. You will have the opportunity to work with multiple projects and programmes across all areas of Welsh Government. You will work with staff at all levels including senior staff, Ministers and our Digital Apprentice cohort.

Opportunities to develop career within IT Services.

We are committed to developing the skills and capability of our staff and encouraging them to use five days of learning a year. To support this, we offer a range of opportunities which could include:

• Shadowing
• Mentoring
• Work based learning.
• Qualifications
• Coaching
• Short Term Experience Programme (STEP)

As part of this role, we would support the successful candidate in working towards obtaining a service qualification e.g ITIL.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

• Technical specialism: You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.
• Ownership and initiative: You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

In the event of a large number of applications, an initial sift will be conducted against the lead assessment criterion: Experience 1 -Experience of providing Windows 11 and Office365 support to a wide range of users. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.

A reserve list may be held for this opportunity. Any candidate who is successful in being offered a reserve status, will remain on the reserve list for 12 months.

In the case of more than one candidate scoring the same, the panel has agreed the following criteria will determine merit order:

1. Experience Criteria

Experience of providing Windows 11 and Office365 support to a wide range of users.

1. Technical Criteria

Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.

Candidates who successfully demonstrate that they meet the minimum Criteria will be invited to interview.

You will receive a technical scenario for you to prepare a response ready for your interview. The technical scenario and instructions will be emailed to you 5 days before your interview.

The technical scenario will be part of the interview assessing the following criteria:

Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.

Working pattern is Monday to Friday.

Travel Requirements: This is a site-based role located at our Newtown and Llandrindod Wells Office. Both sites to be covered alternatively through the week. In addition, travel to other Welsh Government offices will be required.

Feedback will only be provided if you attend an interview or assessment.

Security

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : ictservicecontrol@gov.wales
• Email : ictservicecontrol@gov.wales

Recruitment team

• Email : ResourcingHub@gov.wales