End User Computing Engineer - North Wales

• Vacancy details
• Vacancy title
• End User Computing Engineer - North Wales
• Closing date
• 29/09/2026, 16:00
• Advertising basis
• Permanent
• Actual starting salary

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

• Salary range or pay band
• EO £30,754 to £34,997
• Allowances
• No
• 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 repl
• acement 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 escalate 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
• 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. 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

Mentoring

Work based learning.

Qualifications

Coaching

Short Term Experience Programme (STEP)

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 a role that requires SC clearance must have normally resided in the UK for a minimum of the last 5 years

• Number of posts
• 1
• Contact point for further information regarding the post
• ICTServiceControl@gov.wales
• Welsh language requirements
• Welsh language requirements

3 - Welsh language skills are not essential for this opportunity; you do not need Welsh language skills to apply. However, as the Welsh Government is a bilingual organisation, Welsh language skills are desirable and will be considered if two or more candidates receive the same score at the application or interview stage.

• Understanding by reading
• 0 - No skills
• Speaking and being understood
• 0 - No skills
• Understanding by listening
• 0 - No skills
• Writing and being understood
• 0 - No skills
• Working for the Civil Service
• The
• Civil Service Code

sets out the standards of behaviour expected of civil servants.

The Use of Artificial Intelligence (AI)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our

AI candidate guidance

for more information on appropriate and inappropriate use.

Selection Process and Stages

Welsh Government, like all other Government Departments use 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.

The selection process and stages are:

Number of Stages:

• 2 stage process
• Stage 1
• Application Form
• Stage 2
• Interview
• Behaviours

We’ll assess you against these Behaviour criteria during the selection process.

Behaviour 1:

Managing a Quality Service

Work with customers to understand their needs and expectations.

This will be tested at stage 2: Interview

Experience

We'll assess you against the following Experience criteria during the assessment process.

Evidence to provide

Experience questions

Experience 1:

Experience of providing Windows 11 and Office365 support to a wide range of users.

This will be tested at Stage 1: Application Form

This will be tested at stage 2: Interview

Experience 2:

Experience of working in a customer facing team and to tight timescales.

• This will be tested at stage 1: Application Form
• This will be tested at stage 2: Interview
• Technical

We'll assess the following Technical skills during the selection process.

Technical 1:

Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks (Scenario).

This will be tested at stage 2: Interview

Technical 2:

Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

This will be tested at stage 2: Interview

Eligibility

You will be asked about your nationality and if you are legally allowed to work in the United Kingdom. This is to find out if you are eligible to apply for this vacancy. This is a requirement for working within the Civil Service.

https://www.gov.uk/government/publications/nationality-rules

If you do not meet the eligibility criteria your application will not progress. If it becomes clear at a later stage in the process that you are not eligible to apply, your application may be withdrawn, or the offer retracted.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Social Model of Disability

Welsh Government has adopted the social model of disability, which recognises that barriers in society

act to disable people who have impairments, or health conditions, who are neurodivergent or who use British Sign Language.

We are committed to removing barriers in the recruitment process so that all (or potential new) staff can perform at their best.

Recruitment adjustments can be made at any part of the recruitment process for candidates with an impairment or health condition, who are neurodivergent or who use British Sign Language.

Please get in touch with

DiversityInRecruitment@gov.wales

to discuss adjustments for any part of the process.

• Inclusive Interview Schemes
• We are committed to inclusive recruitment and offer interviews to eligible candidates who meet the
• minimum criteria

for the role through the following schemes:

Disability Confident

The Welsh Government is a Disability Confident Leader. As part of our commitment to this scheme we interview any candidate with an impairment, health condition, who is neurodivergent or who uses British Sign Language if they meet the

minimum criteria

for the post.

A Great Place to Work for Veterans

The Welsh Government operates the Great Place to Work for Veterans Initiative. As part of our commitment to this scheme we interview any eligible candidates who meet the

minimum criteria

for the post.

Redeployment Interview Scheme

Civil Service employers can offer an interview to a fair and proportionate number of civil servants who are at risk of redundancy and who meet the

• minimum criteria
• for the post
• By ‘
• minimum criteria

’ we mean that candidates must provide us with evidence in their application (and/or test) that they meet the minimum level of competence for the role - usually defined as

a minimum score of 4 per criterion.

Social Partnership

In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.

Our 3 recognised trade unions are:

• PCS
• Prospect
• FDA

This relationship is underpinned by a partnership agreement. This sets out how our unions work with Welsh Government on issues such as:

• Pay
• Terms and conditions
• HR Strategy, policies and procedures
• Health, safety and well-being
• Organisational change

Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.

The Welsh Government has an excellent track record of working in partnership with its trade unions. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. We encourage you to learn more about our trade unions, partnership working and to get involved in their work.

Benefits

All Welsh Government staff are members of the Civil Service, and as a result are eligible for:

• Civil Service Pension Scheme
• 31 days annual leave (pro-rated for part time)
• training and development opportunities
• Cycle2Work Scheme
• Smart Working flexible working arrangement
• Green Car Scheme (subject to availability)

If you are an active Civil Service Pension member you can continue your membership throughout your employment with us.

• Recruitment principles and complaints
• We recruit by merit on the basis of fair and open competition. Please see the
• Civil Service Commission's recruitment principles

on the Commission's website.

If you feel your application has not been treated in accordance with these principles and wish to make a complaint please email

complaints@gov.wales

. Please ensure that you refer to the vacancy reference number.

If you are not satisfied with the response you receive from the Welsh Government, you can contact the Civil Service Commission:

info@csc.gov.uk.