4159 - End User Computing Engineer - North Wales
Welsh Government
- Department
- Welsh Government
- Location
- Llandudno
- Openings
- 1 post
- Grade
- EO
- Salary
- £30,754 to £34,997
- Closing
- 1 day left
- Profession
- DDaT
- Contract
- Permanent
- Security clearance
- SC
- Working pattern
- Full-time, Part-time
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.
What they’re looking for
- Troubleshoot, fault fix, and replacement of all Information and Communications Technology (ICT) hardware where required.
- Responsible for laptop builds, setup and Issue.
- Responsible for iOS (iPhone Operating System) 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 (Audio Visual) 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 A/V 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 Welsh Government IT Service Management 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 (Known Error Database) 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 Welsh Government 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
Behaviours you’ll be assessed on
This advert says the panel will score you against these behaviours at EO level. Each one links to worked examples.
Job description
Job Role
This post is mapped to the Associate End User Computing Engineer role in the Digital, Data and Technology (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.
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)
Selection process
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.
Welsh Government, like all other Government Departments use Success Profiles when we recruit. For each role we consider what you will need to demonstrate to be successful. This gives us the best possible chance of finding the right person for the job. It raises performance and improves diversity and inclusivity.
The selection process and stages are:
Number of Stages:2 stage process
Stage 1Application Form
Stage 2Interview
Feedback will only be provided if you attend an interview or assessment.
Practise before you apply
Civil Service panels score every answer against the Success Profiles behaviours at EO level. Practise STAR answers and get them marked against the same framework.
3 free questions · No card needed
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