End User Computing Engineer - EO - South East Wales in Cardiff

Closing date: 20/03/2026, 16:00

Advertising basis: Permanent

Actual starting salary: Starting salary will be at the minimum of the pay scale - £30,754

Salary range or pay band: EO £30,754 to £34,997

Work pattern: Full time (applications are welcome from people who work part time, as part of a job share or who work full time)

Location(s): Cardiff, South East Wales

Main office base: Cathays, Cardiff

Purpose of post: Welsh Government delivers digital services to people and business across Wales. The Welsh Government is increasingly delivering more services online and has a vision of improving the lives of everyone through collaboration, innovation and better public services. To achieve this vision, Welsh Government needs specialist digital, data and technology skills across all departments to improve the services and policies for Welsh citizens.

Team / Division Overview: This is an opportunity to join the End User Computing team within IT Services. The End User Computing (EUC) Team is a fast paced, user focused team that supports the IT requirements of the organisation and ensures staff have the technology they need.

Job Role: This post is mapped to the Associate End User Computing Engineer role in the DDaT Profession Capability Framework. In this role you will inform customers on progress, advise on workarounds and support the maintenance of end‐user services. You will provide technical support to both external customers and internal team members.

We are looking for people who are:

• Enthusiastic and pro‐active about resolving problems
• Team orientated, willing to support others when needed
• Organised with good planning skills to ensure timely delivery of high‐quality outputs

Key tasks:

• Troubleshoot, fault fix and replace ICT hardware where required
• Responsible for laptop builds, setup and issues
• Responsible for iOS device support, including setup & issues
• Provide support and guidance for VIP services, including Ministers
• Collaborate and engage with vendor for Print Services
• Assist end users in changing print consumables
• Support broadband and Wi‐Fi in regional offices
• Perform daily checks of meeting rooms to ensure A/V equipment is fit for purpose and functional
• Perform basic A/V troubleshooting and escalation to A/V engineers when needed
• Support staff in planning meetings/events regarding on‐site AV services
• Provide on‐site training on specific service requirements triggered by service changes
• Upskill end users on new service functionality as required
• Log calls within the WG ITSM tool, manage tickets to completion following standard procedures
• Manage Service Requests to completion
• Ensure tickets are correctly assigned if unresolved at Regional Services level
• Manage Incident queue and Resolver group queue
• Maintain high customer service levels for all support queries and adhere to service management principles
• Develop trends by monitoring and analysing calls, issues and requests
• Perform systematic error analysis and problem recovery
• Record, manage and escalate service problems
• Analyse historical data to pre‐empt incidents
• Identify underlying causes and prevent recurrences
• Populate KEDB accordingly
• Develop workarounds or solutions to incidents
• Update Knowledge Database with technical documentation
• Use Knowledge Database as part of Incident/Problem Management
• Ensure full knowledge of core WG ICT processes
• Provide service desk cover as required
• Perform other duties commensurate with the role upon manager request

Development opportunities: Your role forms part of Welsh Government's Digital, Data and Technology profession. You will work on multiple projects and programmes across all areas of Welsh Government, interacting with staff at all levels including senior staff, Ministers and the Digital Apprentice cohort. Opportunities exist to develop a career within IT Services.

Qualifications: Initial sift will be conducted against the lead assessment criterion: Experience of providing Windows 11 and Office365 support to a wide range of users. A reserve list may be held for this opportunity. Successful reserve candidates remain on the list for 12 months. Travelling is required. This site‐based role is located at our Cardiff Bay Office (Ty Hywel) and Cathays Park Office, with visits to other Welsh Government sites.

Vetting level: SC. Candidates must have normally resided in the UK for a minimum of the last 5 years.

Number of posts: 2

Contact point for further information: ictservicecontrol@gov.wales

Welsh language requirements: The role does not require Welsh language skills, but they are desirable and will be considered if candidates receive the same score.

Nationality requirements: Open to UK nationals, Republic of Ireland nationals, Commonwealth nationals with right to work in the UK, EU/Switzerland/Norway/Iceland/Liechtenstein nationals (and family members with settled or pre‐settled status), Turkish nationals and certain family members, individuals with limited or indefinite leave to remain eligible under EUSS as of 31 December 2020, and others listed above.

Benefits: Civil Service Pension Scheme, 31 days annual leave (prorated for part time), training and development opportunities, Cycle2Work Scheme, Smart Working flexible arrangement, Green Car Scheme (subject to availability).

How to apply: All applications must be made using Welsh Government's online application system. Applications are welcomed from people with a diverse range of lived and professional experiences. Welsh Government does not offer visa sponsorship unless the role specifically requires it. If you have an impairment that prevents you from applying online, contact our recruitment team to request an application pack in an alternative format or a recruitment adjustment. Use the 'Apply' button to submit your application. Register or sign in, then complete and submit the online application form before the closing date. The application centre will communicate any further steps.

Candidate guidance: Use the Change Language link to apply in Welsh if desired. Consult the Civil Service Success Profiles for more information on the recruitment process and how evidence is assessed.

Recruitment principles and complaints: Welsh Government recruits by merit on the basis of fair and open competition. To lodge a complaint, email complaints@gov.wales with the vacancy reference number. If dissatisfied, contact the Civil Service Commission at info@csc.gov.uk.