Vacancy -- Service Desk Analyst x5

ICT Services have the responsibility for managing the central, corporate ICT infrastructure for Welsh Government. The Service Desk is the central point of contact for Welsh Government staff who have ICT related faults or requests.

Reporting to the Service Desk Manager, a Service Desk 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 Service Desk 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.

Due to the requirements of the post, the successful candidate will be required to stay in post for 2 years. This role will also require security clearance checks to Security Check (SC) level which will be undertaken by Welsh Government.

• 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 problem to Service Desk Queue Manager(Team Lead)
• 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 high pressure 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

This posting provides excellent opportunities to gain a wide understanding of ICT related issues and fixes. It will also provide opportunities to show initiative and develop organisational skills. The role holder will gain an insight into the roles of, and engagement with, other teams within ICT, to help them decide where their next steps of their career.

07/02/2020, 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 a disability which would prevent you from applying on-line, please e-mail SharedServiceHelpdesk@gov.wales request an application pack in an alternative format, or to request a reasonable adjustment related to a disability 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.