Vacancy -- Service Desk Analyst x3

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

Permanent Secretary's Group
DDaT - IT Services Division
Team Support - £20,500 - £23,830
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)

Purpose of Post:

The IT Services Division has responsibility for managing the central, corporate IT infrastructure for Welsh Government. 

We are delighted to be growing our team further and are currently looking for a Service Desk Analyst to join the Service Desk team to help provide IT support to 6000+ Welsh Government staff at multiple locations.

This is an exciting opportunity for a highly organised, motivated individual to join a fast paced, multi-tasking environment.

As Service Desk Analyst, you will be providing a key role supporting the organisation, providing a single point of contact for users regarding IT issues and queries.  Reporting to the Service Desk Manager, you will be primarily responsible for communicating with end users and ensuring that customers are dealt with courteously and expediently in line with defined KPIs.  As Service Desk Analyst, you 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.  You will be expected to manage your own, and the wider team’s incidents and requests, ensuring a prompt resolution for staff.  As this is an internal customer facing role, you will also need to possess excellent 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 Counter Terrorist Checks (CTC) level which will be undertaken by Welsh Government.

Key tasks:

  • 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
  • Ensure a high level of customer service through service delivery, timeliness, professionalism and positive attitude
  • 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 Incident queue/resolver group review and management

Customer Commitment

  • Ensure a high level of customer service through service delivery, timeliness, professionalism and positive attitude


  • 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

Development opportunities:

This posting provides excellent opportunities to gain a wide understanding of IT related issues and fixes. It will also provide opportunities to show initiative and develop organisational skills. The post holder will also engage with other IT teams which will allow them to identify potential career progression routes within the organisation.

Closing Date:

27/08/2021, 16:00

Disability Confident

Welsh Government accepts the social definition of disability, in which it is recognised that barriers in society act to disable people who have impairments or health conditions or who use British Sign Language. We are committed to removing barriers so that all (or potential new staff) can perform at their best. The Equality Act 2010 uses the medical definition of disability (“a physical or mental impairment which has a substantial and long-term impact on a person’s ability to carry out normal day to day activities”).

We guarantee to interview anyone who is disabled whose application meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence in your application which demonstrates that you generally meet the level of competence for the role and any qualifications, skills or experience defined as essential. We are committed to the employment and career development of disabled people.

If you have an impairment or health condition, or use British Sign Language and need to discuss reasonable adjustments for any part of this recruitment process, or wish to discuss how we will support you if you were to be successful, please email as soon as possible and a member of the team will contact you to discuss your requirements and any questions you may have.

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.

Not necessary to undertake the duties of this post

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.

Competency behaviours required for the role

Customer Service Management (DDaT)

You can resolve user requests to a minimum of the agreed service level agreement.

Leading and Communicating

You can act in a fair and respectful way in dealing with others.

Technical Understanding (DDaT)

You know about the subject matter and have an understanding of what it involves.

Managing a Quality Service

You take ownership of issues, focus on providing the right solution and keep customers and delivery partners up to date with progress

Job specific criteria

Knowledge and experience of supporting Microsoft Windows 10 and Microsoft Office suite
Basic knowledge of the Microsoft Active Directory Application.
Experience of working within a 1st line support role using an IT Service Management toolset.

Assessment Process

Sift Stage

Candidate Personal Statements will be assessed in two stages:

  • An initial sift will be carried out against the Job Specific Criteria.
  • The Personal Statement of candidates who have passed the initial sift will then be further assessed against the four

Your Personal Statement should not exceed 1500 words - any content that exceeds the 1500 word limit will be discounted.

Your CV will be used to help inform the panel of your career history, however it will not contribute to your overall sift score. CV's should be no longer than 2 sides of A4

 Assessment Stage

All candidates that are successful at sift stage will be invited to participate in an assessment event.  This will consist of two parts:

  • Part 1 – Technical Exercise (remote video session with Technical Panel) 
  • Part 2 – Interview (remote video session with Interview Panel)

Further information about these stages will be provided following the outcome of the sift stage.

Other Information

Richard Rump -

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 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)

This vacancy is closed to applications.