Vacancy -- ICT Responder Cardiff

The ICT Services Division is responsible for managing the corporate ICT infrastructure for Welsh Government.

The ICT Responder acts as a first point of contact on site, ensuring users are directed and assisted in line with the provision of ICT Services through delivery of standard processes and procedures.

This role requires National Security Vetting to SC (Security Cleared) level. (If the successful candidate does not already hold SC Clearance, the post will be offered on a conditional basis of obtaining SC clearance).

This role will be Cardiff based but will require travel throughout the South Wales region, a valid driving license is therefore essential.

Future Vacancies

This job advert is for one position only but the organisation is likely to require an additional ICT Responder to support the Bedwas office within the next 6 months.

Technical / Operational Delivery Responsibilities

• Troubleshooting and basic fault fixing of end user hardware no longer under warranty.
• Responsible for changing faulty equipment.
• Responsible for stock level control including the loan equipment pool.
• Responsible for asset disposal in line with standard processes and procedures.
• Technical collaboration and engagement with the vendor for the Print Services solution.
• Assisting end users in changing print consumables as required.
• Performing daily checks of meeting rooms to ensure A/V equipment is fit for purpose and fully functional.
• Performing basic A/V equipment troubleshooting, escalating to A/V engineers as required to resolve issues.
• Providing AV support and advice to WG staff in the planning of meetings and events, ensuring the availability of AV equipment.
• Providing end user training as required, including:
  • 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.
• Upskilling end users on any new service functionality, as required.
• Logging calls using the WG IT Service Management tool (Remedy) and managing assigned tickets to completion, following standard processes and procedures.
• Management of Incident/Resolver group queues.
• Developing trends by monitoring and analysing incoming calls, issues and support requests.
• 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.
• Developing workarounds or other solutions to incidents.
• Actively updating the Knowledge Database with relevant technical documentation.
• Using the Knowledge Database as a part of the Incident/Problem Management process.
• Ensuring full knowledge of the core WG ICT processes at all times.

Attributes 

• Customer Service orientated – the ability to maintain a high degree of customer service for all support queries and adhere to service management principles.
• Excellent ITSM tool knowledge.
• People management skills.
• Ability to work within a high pressure environment and to deadlines.
• Ability to manage time and priorities appropriately.
• Team player.
• Positive attitude towards learning and development.
• Effective troubleshooting.
• Excellent problem solving abilities and tenacity.
• Excellent reporting skills.
• Ability to present solutions to a problem.
• Ensure a good awareness and understanding if ITIL processes.

You will form part of Welsh Government’s Digital, Data and Technology profession.  This is a growing profession within Welsh Government and you will have to opportunity to be part of the community and to develop the role of that community within WG.

26/10/2020, 16:00

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:

• UK Visas and Immigration - GOV.UK

• Nationality rules – GOV.UK

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.

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.

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

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.

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.

• 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.

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)

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.