About the job

Job summary

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.

Job description

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.

Person specification

• 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)

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 average employer contribution of 27%

Things you need to know

Selection process details

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:	3 stage process
Stage 1	Application Form
Stage 2	Online Test
Stage 3	Interview

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

Security

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)

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.