Vacancy details Vacancy title: Regional Desktop Responder - Cardiff Closing date: 17/01/2025, 16:00 Advertising basis: Permanent Actual starting salary: £29,657 Salary range or pay band: EO £29,657 to £33,748 Work pattern: Full time (applications are welcome from people who work part time, as part of a job share or who work full time) Group: Corporate Services and Inspectorates Directorate: Digital, Data and Technology (DDaT) Branch: IT Services Location: Cardiff Main office base: Cathays, Cardiff Purpose of post The DDaT profession in the Welsh Government supports a range of digital services across the whole organisation. As part of our DDaT profession, you will be a key part of the IT Services Team and will make a significant contribution for the people of Wales. The Desktop Responder provides onsite assistance and support to all users, including Ministers, ensuring the delivery of day-to-day operations and IT provision across Welsh Government. Responsibilities include troubleshooting, diagnosing, and escalating faults to service desk managers, incident managers, and problem managers. DDaT skills required for this role Asset and configuration management: Maintain secure configuration and accurate information, controlling IT assets. (Skill level: working) Incident management: Identify and register incidents, allocating them to the appropriate channel. (Skill level: awareness) Ownership and initiative: Own an issue until it is resolved or a new owner is found. (Skill level: working) Problem management: Investigate problems in systems, processes, and services. (Skill level: awareness) Continual service improvement: Show awareness of developing process efficiency. (Skill level: awareness) Technical specialism: Assist in technical support and carry out routine maintenance tasks. (Skill level: awareness) Technical understanding: Show awareness of the relevant subject matter. (Skill level: awareness) User focus: Engage with users to collate user needs evidence. (Skill level: working) Key tasks Troubleshoot and fix ICT hardware faults. Build, set up, and issue laptops. Support iOS devices. Provide support for VIP service including Ministers. Engage technically with vendors for Print Services. Assist with changing print consumables. Support services in regional offices. Conduct daily checks of A/V equipment. Troubleshoot A/V equipment and escalate issues. Support staff in planning meetings/events regarding A/V services. Provide onsite training and upskilling to end users. Log calls in the WG ITSM tool and manage tickets. Maintain a high degree of customer service. Analyze incoming calls, issues, and support requests. Maintain the Knowledge Database with relevant documentation. Development opportunities Participate in multiple projects across Welsh Government, with opportunities for learning and development, including shadowing, mentoring, and obtaining service qualifications like ITIL. Other vacancy related information This is a site-based role located at Cardiff. Travel to other locations may be required. Benefits Civil Service Pension Scheme 31 days annual leave Training and development opportunities Cycle2Work Scheme Smart Working flexible arrangements Green Car Scheme Recruitment principles and complaints Recruitment is based on open competition. See the Civil Service Commission's principles for more information. Complaints can be directed to complaintsgov.wales. To apply, use the online application system. Applications are welcomed from diverse backgrounds.