ICT is part of the Council’s Customer and Digital Services Directorate.
Its primary functions are:
1. to provide high quality IT systems, support and maintenance across the organisation
2. to provide strategic advice and guidance to the service areas and their directorates
3. to contribute to the delivery of the Council’s Digital First approach
The ICT Service consists of several functions including:
1. the Service Desk
2. Enterprise Systems and Data teams responsible for the development, support and maintenance of both in-house developed and 3rd party applications
3. ICT Services teams delivering network, server and end user computing services
4. Security and Compliance
5. Enterprise Architecture
About the job
The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud-based service offerings.
You would be joining an enthusiastic and ambitious team with opportunities to work with a range of cutting edge technologies.
You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews.
Main Duties and Responsibilities:
1. Manage, direct and develop the Support Services team comprising of the ICT Service Desk and End User Support functions, providing first, second and third line technical support services to council staff, elected members, schools and partner organisations.
2. Provide advice and guidance in the planning phases of ICT projects to ensure that end user requirements are considered in the overall specification.
3. Investigate and diagnose complex problems, deliver solutions and maintain overall infrastructure performance.
4. Advise and assist with the assessment, evaluation, testing and implementation of new products and systems and solutions.
5. Coordinate and manage the response to incidents including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation and that SLAs for the team are met, monitored and reported on.
6. Provide advice and training to users regarding functionality, correct operation or constraints and create suitable work-arounds or modifications.
7. Act as an escalation point for changes, requests, incidents and problems within the team and the wider ICT Service.
8. Effectively recruit, deploy, manage and train teams; set objectives and targets. Monitor and analyse team performance taking action to address performance not on target.
9. Create an environment to support continual service improvement in consultation with key stakeholders.
10. Provide management information, as required, and collaborate with key stakeholders regarding operational performance.
11. Take personal responsibility for own health and safety and promote compliance within the team, ensuring a safe working environment.
12. Conduct audits and reviews to ensure projects are delivered on time, within budget and to quality standards.
13. Build relationships with suppliers, customers, technical and support staff to ensure systems and information requirements are specified and delivered.
14. Develop, review and maintain service plans, policies, processes and procedures.
15. Monitor and take action to ensure performance of service meets objectives, targets and quality standards.
16. Identify, investigate and, where necessary, implement opportunities to improve service delivery.
What We Are Looking For From You
1. Proven delivery of exceptional customer service along with experience tracking and monitoring the performance of service delivery through all channels (human, digital, self-service, automated) to ensure metrics and reports are analysed, and issues are resolved.
2. Practical experience of problem management and proven ability to investigate and resolve problems in systems and services including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
3. Experience of managing first and second line IT support environments, service desks or help desks.
4. Proven track record supporting current Microsoft Windows operating systems, Microsoft Office suites, Microsoft 365 technologies, Active Directory, Microsoft Entra services and all associated hardware and software.
5. Experience of ICT project management to ensure the smooth planning and delivery of enterprise technology solutions.
6. Excellent knowledge and understanding of end user computing and networked IT infrastructure and practical experience supporting end user equipment in an enterprise environment.
7. Strong leadership skills and the ability to empower, motivate and develop staff, creating a positive and inclusive ICT environment.
8. Experience creating and presenting business proposals for example invitations to tender, business cases or statements of requirements both orally and in writing.
9. Experience of providing ICT support in schools or similar environments.
Additional information
You should apply for this post using our online application form by clicking the “Apply now” button on this page. If it is not possible for you to apply online, you may request an application pack by telephoning (029) 20872222 and quoting the job reference.
The Supporting Information section of your application is the most important part. Please pay particular attention to it. It is where you tell us what makes you suitable for the job and will be assessed against the essential and desirable competencies in our Recruitment Pack for this vacancy.
You should refer to and address each competency listed in the Recruitment Pack in turn, providing evidence of the skills, experience and knowledge you have in each area by providing practical examples. Failure to complete this section in this way will considerably reduce the likelihood of you being shortlisted.
All the information you need to apply for this post is contained within this Recruitment Pack and the Application Guidance.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
These vacancies are suitable for post share.
If you have been shortlisted, you will be invited to undertake an interview for this role which will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact Huw David (h.david@cardiff.gov.uk) for a discussion.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Job Category ICT
Department Resources
Working Pattern/Contract Type Full Time Permanent
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