End User Computing Engineer - EO - Mid Wales in Newtown

The Welsh Government operates name‑free recruitment. The recruiting panel will not see personal information such as a candidate’s name and address during the sifting process. This policy is in line with our commitment to end bias and promote equality and diversity.

Advertising basis: Permanent. Starting salary: £30,754. Salary range: £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): Mid Wales. Main office base: Newtown.

Purpose of post: Welsh Government delivers digital services to people and businesses across Wales. Led by our Chief Digital Officer, 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, the Welsh Government needs specialist digital, data and technology skills across all departments to improve the services and policies we develop for Welsh citizens.

Team / Division Overview: This is an opportunity to join the End User Computing team within IT Services. This is a fast paced, user focused team who support the IT requirements of the organisation and ensure that staff are able to access the technology they need to do their jobs. The End User Computing (EUC) Team plays a crucial role in managing and supporting the IT services that directly impact users’ daily work.

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 also be responsible for informing customers on progress and advising on workarounds where necessary, as well as the support and maintenance of end user services. You will provide technical support to both customer and internal team members.

We are looking for people who are:

• Enthusiastic and pro‑active about resolving problems
• Team oriented, willing to support others when needed
• Organised and have good planning skills to ensure the timely delivery of high‑quality outputs
• Experienced in communicating with a wide range of people using different communication methods

Key tasks:

• Troubleshoot, fault fix, and replacement of all ICT hardware where required.
• Responsible for laptop builds, set‑up and issue.
• Responsible for iOS device support, including set‑up & issue.
• Provide support and guidance for VIP service within Welsh Government, which includes Ministers.
• Technical collaboration and engagement with the vendor for Print Services.
• Assist, as required, end users in changing print consumables.
• Provide support for all services within the regional offices such as broadband and Wi‑Fi.
• Perform daily regular checks of meeting rooms to ensure A/V equipment is fit for purpose and fully functional.
• As required, perform basic A/V equipment troubleshooting and escalated to A/V engineers for expertise and issue resolution.
• Provide support to staff on the planning of meetings / events in relation to the AV services on site, ensuring availability on the day where necessary.
• Provide end‑user onsite training on any specific service requirement triggered by service changes above and beyond “How do I” scope.
• Log calls within the WG ITSM tool on behalf of the end user as required and manage assigned tickets to completion, following standard processes and procedures.
• Manage Service Requests to completion.
• Ensure tickets are correctly assigned if unable to resolve at Regional Services level.
• Incident queue/Resolver group queue management.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Develop trends by monitoring and analyzing incoming calls, issues and support requests.
• Perform systematic error analysis and problem recovery.
• Record, manage and evolve service problems as appropriate.
• Analyse historical data to identify and eliminate potential incidents before they occur.
• Identify underlying causes of incidents and prevent recurrences.
• Ensure the KEDB is populated accordingly.
• Develop workarounds or other solutions to incidents.
• Actively update the Knowledge Database with relevant technical documentation.
• Use the Knowledge Database as part of Incident/Problem Management process.
• Ensure full knowledge of the core WG ICT processes at all times.
• Provide service desk cover as/when required.
• Occasionally perform other duties commensurate with the role, on request of your line manager.

Your role will form part of Welsh Government’s Digital, Data and Technology profession. You will have the opportunity to work with multiple projects and programmes across all areas of Welsh Government. You will work with staff at all levels including senior staff, Ministers and our Digital Apprentice cohort. Opportunities to develop career within IT Services.

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
• Work‑based learning
• Qualifications
• Coaching

As part of this role, we would support the successful candidate in working towards obtaining a service qualification e.g. ITIL.

In the event of a large number of applications, an initial sift will be conducted against the lead assessment criterion: Experience of providing Windows 11 and Office 365 support to a wide range of users. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.

Any candidate who is successful in being offered reserve status will remain on the reserve list for 12 months.

Travel Requirements: This is a site‑based role located at our Newtown and Llandrindod Wells Office. Both sites to be covered alternatively through the week. In addition, travel to other Welsh Government offices will be required.

Welsh language requirements: Welsh language skills are not essential for this post, they are however desirable and will be considered if two or more candidates receive the same score at the application or interview stage.

Selection Process and Stages: Welsh Government, like all other Government Departments, uses Success Profiles when we recruit. For each role we consider what you will need to demonstrate to be successful. This gives us the best possible chance of finding the right person for the job. It raises performance and improves diversity and inclusivity.

How to Apply: All applications for this vacancy must be made using our online application system. Applications are welcomed from people with a diverse range of lived and professional experiences. We are actively committed to becoming an increasingly diverse organisation which represents the diverse communities we serve.