ID 3938
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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.
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Vacancy details
Vacancy title
Service Desk Analyst - Welsh Essential
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Closing date
23/07/2026, 16:00
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Advertising basis
Permanent
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Actual starting salary
£30,754
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Salary range or pay band
EO £30,754 to £34,997
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Allowances
No
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Work pattern
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
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Group
Education, Culture and Welsh Language
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Directorate
Education, Culture and Welsh Language
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Branch
Hwb Service
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Location (s)
Pan Wales
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‘Pan Wales’ means the post holder can be based in any Welsh Government office, subject to business needs. Roles based outside Wales, including London, are not available unless explicitly stated in the advert.
A list of the Welsh Government’s offices can be found on www.gov.wales/welsh-government-offices. Please note it may not always be possible to accommodate a preference for a specific office location.
The post holder’s travel from their home to their assigned Welsh Government office is considered their ‘ordinary commute’ and must be done in their own time and at their own cost.
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Purpose of post
The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) 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 in the organisation to improve the services and policies we develop for Welsh citizens.
For more information about the benefits of making a difference with us, please see the Employee Benefits Pack.
Team/Division Overview
The team/division you're joining is responsible for providing essential digital services to schools in Wales through the Hwb platform. This platform offers a wide range of tools and resources to support teaching and learning within the Curriculum for Wales.
As a Service Desk Analyst, you will be a crucial part of ensuring these services run smoothly and efficiently. Your role will involve directly interacting with school staff to resolve technical issues and provide support.
Job Role
This post is mapped to the Service Desk Analyst role/level in the DDaT Profession Capability Framework. Follow the link to understand the role and the required skills.
Customer Support:
- Handle incoming calls and inquiries from school staff.
- Troubleshoot technical issues and provide solutions.
- Escalate complex problems to higher-level support when necessary.
Service Management:
- Track and manage service requests and incidents.
- Ensure adherence to service level agreements (SLAs).
- Contribute to process improvement and optimization.
Technical Understanding:
- Possess a basic understanding of the Hwb platform and its underlying technologies.
- Stay updated on relevant software and hardware developments.
Communication:
- Communicate effectively with both technical and non-technical staff.
- Provide clear and concise explanations to users.
Problem-Solving:
- Identify and resolve technical issues in a timely manner.
- Think critically and creatively to find solutions.
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Key tasks
Incident Management and Resolution:
- Receive and Log Incidents: Handle incoming calls, emails, and other enquiries from end users.
- Categorise and Prioritise: Classify incidents based on impact and urgency.
- Troubleshoot: Use technical knowledge to diagnose and resolve issues.
- Escalate: Refer complex or unresolved cases to higher-level support.
- Update Tickets: Maintain detailed records of incident progress.
Knowledge Base Management:
- Contribute to Knowledge Base: Create and update articles to address common issues.
- Use Knowledge Base: Utilise existing articles to resolve incidents efficiently.
- Suggest New Articles: Propose topics for new knowledge base entries.
Customer Service:
- Provide Excellent Service: Ensure timely responses, professionalism, and a positive attitude.
- Manage Expectations: Communicate incident status and timelines effectively.
- Identify Trends: Recognize patterns in incidents to improve service.
Process Improvement:
- Contribute to Continuous Improvement: Suggest ways to optimise processes and workflows.
- Identify Deficiencies: Spot areas where improvements can be made.
Other Tasks:
- Queue Management: Prioritise and manage incoming incidents effectively.
- Incident Status Updates: Keep users informed about the progress of their incidents.
- Major Incident Identification: Recognize incidents that may require significant attention.
- Adhere to Service Management Principles: Follow established guidelines and best practices.
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Development opportunities
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, with staff at all levels including senior staff, Ministers, and our Digital Apprentice cohort. You will help build and improve links and collaboration within the cross-government Digital, Data and Technology community.
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Other vacancy related information
This advertisement confirms the overall criteria being assessed throughout this recruitment exercise. For further details on the criteria and evidence required at the application stage, you will need to review the application form.
Welsh language skills are essential for this role. Candidates must complete their application for this post in Welsh. Interviews will also be conducted in Welsh.
When presenting your evidence, you may find it useful to consider the expectations of the grade as set out in the Grade Description as well as the main responsibilities that are essential for the role.
In the event of a large number of applications, an initial sift will be conducted against the lead assessment criterion: Experience of delivering excellent customer service. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
A reserve list may be held for this opportunity. Any candidate who is successful in being offered a reserve status, will remain on the reserve list for 12 months.
You will receive a technical brief to help you prepare an answer relating to technical question 2, which you will bring to the interview and discuss with the panel. More detail will be provided to you at the time.
In the case of more than one candidate scoring the same, the panel has agreed the following criteria will determine merit order:
Experience of working within a 1st line support role.
Experience of taking ownership and using initiative.
Experience of delivering excellent customer service.
DDAT Skill - Ownership and initiative
Behaviour - Making Effective Decisions
Behaviour - Communicating and Influencing
DDaT Skill - Technical understanding
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Vetting level
SC - Candidates applying for a role that requires SC clearance must have normally resided in the UK for a minimum of the last 5 years
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Number of posts
1
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Contact point for further information regarding the post
Anthony Breach -
[email protected]
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