Vacancy -- Senior Service Desk Analyst

Working for the Civil Service

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.

Vacancy Details

Chief Operating Officer’s Group
IT Services
EO - £26,900 - £30,610
£26,900
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Permanent
Cardiff
TBC

Purpose of Post:

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.

A Senior Service Desk Analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls escalating when needed. It also includes first level people management responsibilities.

Key tasks:

Customer Service  

  • Maintain a high level of customer service and have the confidence to deal with complex complaints using empathy to satisfy customer demands.

Line Management

  • Manage a team of Service Desk Analysts to ensure a consistent and professional level of service
  • Organising workloads, managing availability, monitoring workflow and performance management
  • Contribute to developing a strong team by coaching, providing constructive feedback and dealing with issues effectively as they arise, supporting and embracing new ways of working.

Service Reporting

  • Produce relevant reports in a standard format and agreed timeframe. Work with key stakeholders to discuss any changes in reporting processes and add commentary that provides interpretation of the data set.

Task Management

  • Manage team rota to ensure sufficient cover for service delivery.
  • Own and update scripts for Service Desk Analysts.
  • Create Incidents and service requests, update ticket logs, prioritise and categorize the incidents and requests accordingly.
  • Own an issue until a new owner has been found or the problem has been mitigated or resolved.
  • Escalate any calls or issues to a service manager that are particularly difficult or complex.
  • Complete user admin type service requests.
  • Obtain/record all relevant details, ensuring minimum required information is captured for knowledge base.
  • Provide 2nd line service desk support - troubleshooting of IT related problems and resolve as possible.
  • Ensure tickets are correctly assigned if unable to resolve at Service Desk 2nd
  • As required, take calls, and fulfil the role of a service desk analyst.
  • Proactive personal and group queue management.
  • Engage Incident Manager on duty in line with Incident Management processes and procedures/policies when P1/MI identified or when an escalation has been requested by the customer.
  • Provide Incident status/updates and manage user expectations by working to the agreed Service Levels
  • 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.

Problem Management (as applies)

  • Investigate problems in systems, processes, and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). Contribute to the implementation of remedies and preventative measures.
  • Raising awareness of possible problem to Service Manager.

Continual Service Improvement.

  • Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.

Knowledge Management

  • Actively update the Knowledge Database
  • Use the Knowledge Database as a part of Incident Management process.
  • Propose new knowledge articles as applies.

Process and Procedures Awareness

  • Always ensure a good understanding and knowledge of core IT processes.
  • A solid knowledge of Incident/ Major incident process.

Training

  • Undertake knowledge transfer through hands-on training and mentoring.
  • Share knowledge across the team through hands-on training.
  • Identify skills gap and escalate to Service Manager.
  • Continuous support and skills transfer to team members.

Service Level Management

  • Escalate any SLA breach to Service Manager
  • Awareness and understanding of the SLA table and priority matrix.
  • Continuously monitor and manage own queue and SLAs.
  • Attend and arrange periodic Service Desk meetings.

Attributes

  • Exceptional customer service skills
  • Team leadership, management skills and performance management.
  • 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 identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions. (Skill level: working)
  • Customer service management. You can maintain a high level of customer service and have the confidence to deal with complex complaints. You can use empathy to satisfy customer demands. (Skill level: practitioner)
  • 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)
  • Service focus. You can take inputs and establish coherent frameworks that work. (Skill level: working)
  • Service management framework knowledge. You have a Level 3 service management framework qualification. (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 identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Skill level: working)

Development opportunities:

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. You will help build and improve links and collaboration within the cross-government Digital, Data and Technology community.

Closing Date:

20/06/2023, 16:00

Eligibility

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:

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.

Equality and Diversity

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.

Disability Confident

A Great Place to Work for Veterans

This vacancy is part of the Great Place to Work for Veterans initiative.

Welsh Language Requirements

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.

Desirable
No skills
No skills
No skills
No skills

Social Partnership

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 3 recognised trade unions are:
•         PCS
•         Prospect
•         FDA

This relationship is underpinned by a partnership agreement. This sets out how our unions work with Welsh Government on issues such as:
•         pay
•         terms and conditions
•         policies and procedures
•         organisational change.

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.

Competencies / Job Specific Criteria

Behaviours and Skills

The following behaviours and skills will be assessed at the interview stage:

Civil Service Behaviours

Managing a Quality Service

  • Identify common problems that affect service, report them, and find possible solutions.

Making Effective Decisions

  • Analyse and research further information to support decisions.

DDaT skills

Customer service management.

  • You can maintain a high level of customer service and have the confidence to deal with complex complaints. You can use empathy to satisfy customer demands.

Continual service improvement.

  • You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.

For more information on Civil Service Behaviours and what is required for each grade, please refer to Success Profiles: Civil Service Behaviours.

For more information on the DDaT skills required for this role, please refer to the Senior Service Desk Analyst role in the DDaT Capability Framework.


Job Specific Criteria 

The following job specific criteria will be assessed at sift and interview stage.

In your CV, please provide evidence (including specific examples) to show how you meet each of the Job Specific Criteria for this role.

  1. Experience or desire of working within a 2nd line support role.
  2. Excellent customer service.
  3. Proactively role model and promote an inclusive workplace, promptly dealing with inappropriate language and behaviours when they arise.

Assessment Process

Stage 1 – Complete online application, Submit CV and Job Specific Evidence

Please upload your CV (no more than 2 pages) and your Job Specific Evidence (approx. 300 words for each criterion)

Please note that we will be assessing only against the Job Specific Criteria listed in the advert. You can find these in the Job Specific Criteria section of the advert.

You MUST demonstrate how you meet each of the Job Specific Criteria for the role, including examples. Candidates that do not provide detailed examples will be sifted out.

Stage 2 – Skills Test (Online)

The skills test will be scheduled from TBC and you will have 5 calendar days to complete this test.

The skills test will cover these topics:

COMPUTER LITERACY: BASIC COMPUTER CONCEPTS FOR END USERS

  • Computer Security
  • General IT Concepts
  • Managing Folders
  • Print Management
  • Software Packages
  • The Computer Environment
  • Web Browsing
  • Working with Files
  • Working with the Desktop

PC TECHNICAL SUPPORT (WINDOWS 10) NEW

  • Email Concepts and Client Support
  • File Systems and Management
  • Internet Technologies
  • Malware Concepts and Prevention
  • Remote Access and Support
  • Windows 10 Applications and Apps
  • Wireless Networking

Stage 3 – Sift of Job Specific Criteria

The candidates who passed the test and successfully demonstrate that they meet the minimum Job Specific Criteria will be invited to interview. 

Stage 4 – Interview

Your interview will be based on the Behaviours/Skills and Job Specific Criteria outlined in the sections of this advert.

At Interview stage you will be asked questions which will allow you to provide evidence (including specific examples) of how you meet each of the Job Specific Criteria and Behaviours and Skills required for this role.

Other Information

  • 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.

There is flexibility for home working however may need to attend Cathay’s Park Office occasionally based on business needed.  

Vetting: This role will also require Security Clearance (SC) level which will be undertaken by Welsh Government.

A reserve list will be held for 12 months in the event that any future vacancies arise.

Benefits of Working in Welsh Government

Where can I work?

For a lot of roles, we are operating a hybrid approach to working - known as 'Smart Working'; this includes a blend of home and office-based working.  You may have the opportunity to work from home depending on the business needs and commitments for your team.  Your working arrangements will be discussed and agreed with your line manager when you join.

We will consider requests to work in specific locations based on personal circumstances like caring responsibilities or an impairment or health condition. Tell us your preferred locations in your CV in the ‘Location preferences’ box. 

By applying for this role, you will be willing to work in one of the following locations as your base office:

  • Cardiff, Bedwas, Merthyr Tydfil, Swansea, Aberystwyth, Llandudno, Carmarthen

What are the benefits?

Working for the Welsh Government has many great benefits, including:

  • The salary range for this grade is £26,900 to £30,610.
  • You will earn £26,900 for the first 12 months thereafter you will receive an annual increment until you reach the maximum of the grade (this is subject to passing probation). 
  • You will get 31 days holidays as well as 10 public and privilege days.  
  • We offer flexible working arrangements to help you get the right work/life balance.  
  • You will also be eligible for membership of the Civil Service Pension Scheme

Other benefits

  • Flexible Working – We support staff in managing their work-life balance through working from home (subject to business need and if appropriate for the role)
  • Working Patterns – Different options are available: Full Time, Part Time, Job-Share, Condensed Hours, Term-time etc. (subject to business need and if appropriate for the role)
  • Green Car Scheme – Which allow you to lease a brand new ultra-low carbon emission car and pay for it through salary sacrifice
  • Supportive Finance – Advance of salary loans for a range of situations including: season travel tickets, eye-care, IT equipment, Cycle2Work and more
  • Parental Leave – 26 weeks maternity/adoption leave on full pay and 15 days paternity leave
  • Wellbeing Time – Dedicated wellbeing hour each week for use in office hours. Whether this is a walk in the local park, yoga, meditation or gym, this is time for you
  • Pay – Competitive increments throughout the pay bands
  • Training and Progression - Access to training and development tailored to your role
  • Inclusion and Diversity – We encourage a rich and diverse workplace, where everyone feels able to be themselves, and no one feels discriminated against
  • Staff Engagement – We have a wide range of very active and welcoming networks including: Autism, Carers, Women Together, PRISM (our LGBTQ+ network) and many more
  • Safety and Occupational Health – Dedicated teams to provide staff with help and support needed most
  • Mental Health – Employee Assistance Programme and a dedicated helpline to support staff to manage their mental health
  • Up to date IT Equipment – Laptops with Office 365 will give you greater flexibility in when, how and where you work
  • 3 Unions – There are 3 unions currently active in our organisation
Stuart Higgins - ICTServicecontrol@gov.wales - 03000 259319

How to apply

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 SharedServiceHelpdesk@gov.wales to 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.

For further information regarding the Welsh Government recruitment process, please see the Recruitment Guidance for External Candidates (link).

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

Grievance and Complaints

Anyone who believes they have been treated unfairly, or has a grievance or complaint, about how the process was conducted should either write to the Head of Resourcing, Welsh Government, Cathays Park 2, Cardiff CF10 3NQ or email SharedServiceHelpdesk@gov.wales.  If you are unhappy with the outcome of the complaint raised with the Welsh Government and feel that the principles of appointment on merit through fair and open competition have not been met you have the right to pursue your grievance with the Civil Service Commission.

This vacancy is closed to applications.