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2834 - End User Computing Engineer
Salary not available. View on company website.
Welsh Government, Adamsdown, Caerdydd - Cardiff
- Onsite working
- Full time
- Permanent
Posted today, 23 Jul
Job ref: 47256c205ffb47bba8bf8f58268db8ac
Full Job Description
+ 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
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., 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), We recruit by merit on the basis of fair and open competition. Please see the Civil Service Commission's recruitment principles on the Commission's website.
If you feel your application has not been treated in accordance with these principles and wish to make a complaint please email complaints@gov.wales. Please ensure that you refer to the vacancy reference number.
If you are not satisfied with the response you receive from the Welsh Government, you can contact the Civil Service Commission: info@csc.gov.uk
Apply at advertiser's site
+ 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)
+ 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 employer contribution of 28.97%