Vacancy -- Service Desk Analyst

Recruitment Principles

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.

Vacancy Details

Education and Public Services
Digital Learning Unit
Management Band 3 - £23,625 - £27,400
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
South West Wales

Purpose of Post:


The Welsh Government is the devolved government for Wales with an annual budget of around £15 billion. It is 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 civil servants with offices in Wales, London, Brussels and overseas.

Welsh Government priorities are outlined in Taking Wales Forward with an overall ambition to build a Wales which is self-confident, prosperous, healthy nation and a society which is fair to all. The Welsh Government has also set out clear priorities for Wales following the UK’s exit from the European Union.

The Welsh Government is looking to attract people who can provide excellent support and advice, 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 the people of Wales expect and need. Welsh Government currently delivers a number of digital services to people and business across Wales. We also  provide information on our  websites.

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 across Welsh Government.

Learning in a Digital Wales

Learning in Digital Wales is the Welsh Government programme of action for improving the use of digital technology for learning and teaching. This pivotal education programme provides stakeholders across Wales with consistent access to a wide range of centrally-funded, bilingual digital tools and resources that can support and assist the transformation of digital education practices.


The Role

The service desk analysts will interact with customers and undertake tasks such as logging incidents, resolving customer issues and escalating issues as appropriate.

To make sure:

• Incidents raised via customers are accurately recorded and maintained, ensuring appropriate priority is given
• Open incidents are monitored against agreed Service Level Agreements
• The Service Catalogue is updated
• Support is provided to the wider technical teams

Key tasks:

  • Resolve user requests to a minimum of the agreed service level agreement.
  • Empathise with the end user.
  • Use customer-focused metrics to achieve a suitable outcome.
  • Own a service request until a new owner has been found or the problem has been mitigated or resolved.
  • Proactively resolve technical problems. 
  • Be aware of different products and services.
  • Produce the required reports in a standard format in an agreed timeframe.
  • Work with key stakeholders to discuss any changes in the reporting processes.
  • Awareness or understanding of user experience analysis and its principles.
  • Put users first and manage competing priorities. 

Development opportunities:

Your role will form part of Welsh Government’s Digital, Data and Technology (DDaT) profession.  This is a growing profession and you will have the opportunity to be part of shaping and growing it. .

We are committed to developing the skills and capability of our staff and encouraging them to use five days of learning a year.  To support this we offer a range of opportunities which could include:

  • Shadowing
  • Mentoring
  • Work based learning
  • Qualifications
  • Coaching
  • Short Term Experience Programme (STEP)
  • Proactively making links and working with a wide range of Welsh Government teams and external partners including other Governments in the UK. 

Closing Date:

14/03/2019, 16:00

Welsh Language Requirements

The Welsh Government acknowledges the importance of developing and growing its bilingual workforce, and welcomes applications for any post from candidates who demonstrate their capability to work in both English and Welsh. 

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.

Full understanding of all work related material
Can understand all work-related conversations
Can prepare written material for all work-related matters

Competencies / Job Specific Criteria


Other Information

The Welsh Government offers a variety of benefits, including:

• Support for improving or gaining Welsh language skills for all employees
• Frequent development discussions and the training you need for your role and to grow
• Annual pay increments, allowing you to progress to the top of your pay scale within 3-4 years
• 31 days annual leave, plus a day for Christmas and the Queen’s Birthday
• Generous parental leave, including 26 weeks at full pay for qualifying employees
• Generous pension scheme with employer contributions
• Childcare Vouchers Scheme, saving up to £933/year
• Cycle to Work Scheme: choose a brand new bike up to £1000, saving at least 32%
• Advances of Salary: request advances for Christmas, computer equipment or Tenancy Deposits
• Season Ticket Loans
• Flexitime policy

Anthony Breach / / 03000 625 445

How to apply

As part of your application, please prepare a personal statement that outlines how you meet the following ESSENTIAL requirements for the role.  Your personal statement should be no more than 2 sides of A4.

To be successful for this role you will be able to:

  • Be a good team player and work effectively across IT operations.
  • Focus on delivering timely performance and take responsibility and accountability for quality outcomes.
  • Visualise, articulate and solve problems and concepts.
  • Prioritise tasks and understands business needs
  • Proactively manage problems which underpin service availability by employing programme, project and risk management methodologies appropriately.


The following technical skills are also ESSENTIAL for success in this role.  Please ensure you attach a CV which demonstrates your ability in relation to these skills.

  • ITSM Toolset Knowledge
  • Demonstrate at least 2 years of experience within IT Service Management field.

Additional evidence MAY be provided against ANY of the following DESIRABLE job specific capabilities (and will be used to distinguish between candidates assessed at a similar level).  Please include this evidence in your CV.

  • ITIL qualified to a minimum of foundation level v3

Additional evidence MAY be provided which references demonstrated experience in ANY of the following skills, considered DESIRABLE for the role (and will be used to distinguish between candidates assessed at a similar level)

  • Project and programme management experience, e.g. Agile / Prince 2


Assessment Mechanism

To apply for this role you will be asked to attach the following:

  • A Personal Statement of suitability explaining how your experience and skills provide evidence against the essential requirements of the role.  Your Personal Statement should be no more than two sides of A4.
  • An up to date CV including evidence of the essential technical skills and any desirable job specific capabilities where applicable.

If you are successful at the sifting stage, you will be invited to interview.  The interview will focus on your skills and experience in relation to the essential requirements of the role.  We may also include a test or assessment if appropriate.

Following the interview, if successful, we may keep your details for up to 12 months on a reserve list should other similar posts become available.

PLEASE NOTE: It is important that you do attach both of these documents (both the Personal Statement and CV) in your online application to be considered for this role.

This vacancy is closed to applications.