Job Description

ID 2834

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The Welsh Government operates name-free recruitment. The recruiting panel will not see personal information such as a candidate's name and address during the sifting process. This policy is in line with our commitment to end bias and promote equality and diversity.

Vacancy details

Vacancy title
End User Computing Engineer


Closing date
08/08/2025, 16:00


Advertising basis
Permanent
Actual starting salary
29,657
Salary range or pay band
EO 29,657 to 33,748
Allowances
No
Work pattern
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Group
Corporate Services and Inspectorates
Directorate
Corporate Services and Inspectorates Group
Branch
IT Services
Location (s)
Cardiff
Main office base
Cathays, Cardiff
Purpose of post
This post maps to the

End User Computing Engineer

role in the

DDaT Capability framework.

DDaT skills required for this role;

Asset and configuration management.

You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets. (Skill level: working)

Incident management

. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. (Skill level: awareness)

Ownership and initiative

. You can own an issue until a new owner has been found or the problem has been mitigated or resolved. (Skill level: working)

Problem management

. You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures. (Skill level: awareness)

Continual service improvement

. You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies. (Skill level: awareness)

Technical specialism

. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks. (Skill level: awareness)

Technical understanding

. You can show an awareness of the relevant subject matter and a high level understanding of what it involves. (Skill level: awareness)

User focus

. You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. (Skill level: working)

Key tasks
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

Development opportunities
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.



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

Experience Criteria: Experience of providing Windows 11 and Office365 support to a wide range of users Technical Criteria: Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks Behaviour Criteria: Managing a Quality Service. Work with customers to understand their needs and expectations.

Assessment process:

Candidates who successfully demonstrate that they meet the Experience 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.

Travel Requirements:

Cardiff - regular office attendance at Ty Hywel (Cardiff Bay) and attendance at Cathays Park. In addition, travel to other Welsh Government offices will be required.



Vetting level
SC - Candidates applying for a role that requires SC clearance must have normally resided in the UK for a minimum of the last 5 years
Number of posts
3
Contact point for further information regarding the post
ictservicecontrol@gov.wales