Find More Than 10K+
United Kingdom Jobs

The Welsh Government's recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.

The Civil Service Code sets out the standards of behaviour expected of civil servants.

The Digital, Data and Technology (DDaT) profession in the Welsh Government supports a range of digital services across the whole organisation. As part of our DDaT profession, you will be a key part of the IT Service Desk team and will make a significant and direct contribution for the people of Wales.

Background

The Welsh Government is the devolved government for Wales with an annual budget of around £15 billion. We are responsible for key aspects of public life in Wales including health, education, the economy, transport, agriculture, and the environment. Welsh Ministers are supported by a workforce of more than 5,000 people with offices in Wales, London and overseas.

Welsh Government priorities are outlined in Taking Wales Forward with an overall ambition to build a Wales which is a self-confident, prosperous, healthy nation and a society which is fair to all. The Welsh Government has set out clear priorities for Wales following the UK’s exit from the European Union.

We are looking for people who can provide excellent advice and support, can focus resources and have energy and expertise. The Well Being and Future Generations Act provides context for our work.

Digital transformation of public services is vital to delivering the services that the people of Wales expect and need. The Welsh Government currently delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online. The Chief Digital Officer provides a consultancy service of digital and data expertise to business areas across the Welsh Government.

Role

The Service Desk is the central point of contact for Welsh Government staff who have IT related faults or requests. The Analyst is the single point of contact to the users regarding IT issues and queries; primarily responsible for communicating with end users and ensuring that customers are dealt with courteously and expediently in line with defined KPIs.

The Analyst will receive inbound contacts from staff across the organisation, which could be telephone calls, emails or MyIT tickets, and will manage issues to resolution where possible, or triage them before passing on to an alternative resolving group. The Analyst will be expected to manage their own, and the wider team’s incidents and requests, to ensure a prompt resolution for staff. As an internal customer facing role, the Analyst is expected to have good customer service skills.

• Handling End User queries and issues - Receive, log and manage calls via telephone and other contact methods available onto the IT Service Management tool
• Create Incidents and service requests, update ticket logs, prioritise and categorize the incidents and requests accordingly.
• Obtain/Record all relevant details, ensuring minimum required information is captured for knowledge base.
• Initial assessment and triage of incoming incidents before attempting to fix or escalate the incident to an appropriate internal or external (Vendor) resolver groups
• 1st line support - troubleshooting of IT related problems
• Ensure tickets are correctly assigned if unable to resolve at Service Desk level
• Proactive personal and group queue management
• Provide Incident current status/updates and manage user expectations by working to the agreed Service Levels
• Take ownership of incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner
• Escalation and pro-active chase-ups of internal or external (Vendors) resolver groups
• Incident queue/Resolver group review and management
• Identify trends that may indicate Major Incident or Urgent Incident (P1)
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Raising awareness of possible problems to senior service desk analyst.
• Upon guidance from the senior service desk analyst, actively update the Knowledge Database
• Use the Knowledge Database as a part of Incident Management process.
• Propose new knowledge articles as applies.

Customer Commitment

• Ensure a high level of customer service through service delivery, timeliness, professionalism and positive attitude.

Attributes

• Customer Service orientated
• Ability to work within a busy environment
• Team player
• Demonstrate a desire to absorb technical knowledge
• Effective troubleshooting skills
• Problem solving abilities and tenacity
• Ability to present solutions to a problem

Skills needed for this role level:

• Asset and configuration management. You can track, log and correct information to protect assets and components. (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)
• Customer service management. You can resolve user requests to a minimum of the agreed service level agreement. You can empathise with the end user. You can use customer-focused metrics to achieve a satisfying outcome. (Skill level: working)
• 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)
• Service focus. You can show an awareness of different products and services. (Skill level: awareness)
• Service reporting. You can produce relevant reports in a standard format and agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set. (Skill level: working)
• 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 show an awareness or understanding of user experience analysis and its principles. You can explain the purpose of user stories and the focus on user needs. (Skill level: awareness)

Posts recruited to as part of this recruitment campaign are broadly open to UK nationals, those with right to remain and work in the UK and those that meet the Civil Service Nationality Rules only. Check your eligibility here:

• UK Visas and Immigration - GOV.UK

• Nationality rules – GOV.UK

Prior to appointment, all successful applicants will be required to produce original, acceptable documents as part of the pre-employment checks. If it becomes apparent at a later stage in the process that you aren’t eligible to apply, your application will be withdrawn, or offer retracted.

The Welsh Government is committed to providing services which embrace diversity and which promote equality of opportunity. This is underpinned by the Equality Act 2010 and will be adhered to at each stage of the recruitment process. Our goal is to ensure that these commitments are also embedded in our day-to-day working practices with all our customers, colleagues and partners.

We are committed to being an anti-racist organisation and increasing diversity in the Welsh Government by removing barriers and supporting all our staff to reach their potential. We are committed to recruiting Black, Asian and Minority Ethnic people and disabled people who are currently under-represented in Welsh Government.

We welcome applications from everyone regardless of age, marriage and civil partnership (both same sex and opposite sex), impairment or health condition, sex, sexual orientation, pregnancy and maternity, race, religion or belief, gender identity or gender expression.

We are a Stonewall Diversity Champion and a Disability Confident Level 3 (Leader) organisation. Key to supporting this work and providing peer support are five Board sponsored Staff Networks (Disability Awareness and Support (DAAS); Minority Ethnic Support Network (MESN); Mind Matters (Mental health and well-being); PRISM (Lesbian, Gay, Bisexual, Transgender, Intersex +) and Women Together.

The Welsh Government has adopted the social definition of disability, in which it is recognised that barriers in society act to disable people who have impairments or health conditions, who are neurodivergent or who use British Sign Language. We are committed to removing barriers so that all (or potential new) staff can perform at their best.

We guarantee to interview any disabled person who meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence, at each stage of the assessment process before interview, which demonstrates you generally meet the job description requirements. We are committed to the employment and career development of disabled people.

If you have an impairment or health condition, if you are neurodivergent or use British Sign Language and need to discuss reasonable adjustments for any part of this recruitment process, or wish to discuss how we will put in place any adjustments if you were to be successful, please email [email protected] as soon as possible and a member of the team will contact you to discuss requirements and any questions you may have.

The Welsh Government is a bilingual organisation and Welsh language skills are considered an asset to the organisation. We encourage and support staff to learn, develop and use their Welsh language skills in the workplace.

The following list of language requirements represents an objective assessment by the line manager on behalf of the Welsh Government of the Welsh language skills required to undertake the duties of this particular post.

In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.

Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.

The Welsh Government has an excellent track record of working in partnership with its trade unions. We encourage staff to get involved. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. and to learn more about trade unions and partnership working.

• Unless stated otherwise in ‘actual starting salary’, all candidates will start at the minimum of the pay scale being appointed to (this includes existing civil servants).This is not negotiable.
• Unless stated otherwise in ‘type of opportunity’, this recruitment advert is not open on a Loan or Secondment basis.
• For more information on the eligibility criteria and terms and conditions for Loan and Secondment positions in Welsh Government, please see external recruitment candidate guidance.
• Unless stated otherwise in ‘Location of Post’ the role/s recruited to via this campaign can only be worked in the UK, not overseas.

All applications for this vacancy should be made online via the Welsh Government's online application system. If you have an impairment which would prevent you from applying on-line, please e-mail [email protected] request an application pack in an alternative format, or to request a reasonable adjustment related to an impairment in order to submit your application.

To apply, you'll need to have an account on our online application system. Click the 'Apply' button below, and you'll be asked to 'Log in' if you already have an account, or 'Register' if you don't yet have an account. Registration takes just a few minutes to complete. You'll need an e-mail address to be able to register. Once you've registered for an account and logged in, you'll be taken to the online application form, which you'll need to fully complete and submit before the deadline on the closing date.

If you’d like to apply for this vacancy in Welsh, please use the ‘Newid Iaith / Change Language’ link at the top of this page, to take you to the Welsh version of this advert, from which you can apply in Welsh.

When evidencing your suitability for the post, it is recommended that you refer to the Civil Service Competency Framework (link)