End User Computing Engineer - North Wales

End User Computing Engineer - North Wales

ID 4159

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.

Vacancy title

End User Computing Engineer - North Wales

29/09/2026, 16:00

Advertising basis Permanent

Starting salary will be £30,754. This is non-negotiable.

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)

Group Operational Effectiveness Group

Directorate Operational Effectiveness Group

Branch IT Services

Location (s) North Wales

Main office base Llandudno Junction

Purpose of post

Welsh Government

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

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 Digital, Data and Technology (DDaT) Profession Capability Framework. Follow the link to understand the role and the required skills.

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 Information and Communications Technology (ICT ) hardware where required.
• Responsible for laptop builds, setup and Issue.
• Responsi ble for iOS (iPhone Operating System) device su pport, including setup & 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 (Audio Visual) equipment is fit for purpose and fully functional
• As required, perform basic A/V equipment troubleshooting and elevate further to A/V engineers for expertise and issue resolution
• Provide support to staff on the planning of meetings / events in relation to the A/V 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
  • any onsite end user support that cannot be accessed via the Service Desk or available on the Self-service portal
• As required, provide with End user upskilling on new service functionality
• Logging calls within the Welsh Government IT Service Management 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
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Develop trends by monitoring and analysing incoming calls, issues and support requests
• Systematic error analysis and problem recovery
• Recording, managing and escalating service problems as appropriate
• Analysing historical data to identify and eliminate potential incidents before they occur
• Identifying underlying causes of incidents and preventing recurrences
• Ensure the KEDB (Known Error Database) is populated accordingly
• Developing workarounds or other solutions to incidents
• Actively update the Knowledge Database with relevant technical documentation
• Use the Knowledge Database as a part of Incident/Problem Management process
• Ensure full knowledge of the core Welsh Government 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 (Information Technology Infrastructure Library)

Other vacancy related information

• In the event of a large number of applications, an initial sift will be conducted against the lead assessment criterion: Experience 1 - Experience of providing Windows 11 and Office365 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.
• 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.
• In the case of more than one candidate scoring the same, the panel has agreed the following criteria will determine merit order:
• Experience Criteria 1 - Experience of providing Windows 11 and Office365 support to a wide range of users.
• Technical Criteria 1 - Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.

Assessment process

• Candidates who successfully demonstrate that they meet the minimum Criteria will be invited to interview.
• You will receive a technical scenario for you to prepare a response ready for your interview. The technical scenario and instructions will be emailed to you 5 days before your interview.
• The technical scenario will be part of the interview assessing the following criteria: Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.

Travel Requirements

Llandudno Junction - regular office attendance required. In addition, travel to other Welsh Government offices will be required.

Vetting level SC - Candidates applying for

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