ID 1974 - Regional Desktop Responder - Cardiff

The 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 Services Team and will make a significant and direct contribution for the people of Wales.
The Desktop Responder is a crucial role within IT Services, providing onsite assistance and support to all users, including Ministers, whilst ensuring the delivery of day-to-day operations and IT provision across Welsh Government. As a responder you will provide first-time resolution by troubleshooting and diagnosing, or escalating faults (or both) to service desk managers, incident managers and problem managers to investigate and resolve.
This post maps to the End User Computing Engineer role in the DDaT Capability framework., + 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;
o any specific service requirement triggered by service changes.
o above and beyond “How do I” scope.
o 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.
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.
Travel Requirements
+ This is a site-based role located at our Cardiff location.
+ Travel to other locations to provide support will also be required.

Behaviours
We'll assess you against these behaviours during the selection process:
+ Making Effective Decisions
+ 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., This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours 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 1 Application Form
Stage 2 Interview
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
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)

+ 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)

All Welsh Government staff are members of the Civil Service, and as a result are eligible for:
+ Civil Service Pension Scheme
+ 31 days annual leave (pro-rated for part time)
+ training and development opportunities
+ Cycle2Work Scheme
+ Smart Working flexible working arrangement
+ Green Car Scheme (subject to availability)
If you are an active Civil Service Pension member you can continue your membership throughout your employment with us.