Job Specifications
Vacancy title
End User Computing Engineer - EO - South East Wales
Closing date
20/03/2026, 16:00
Advertising basis
Permanent
Actual starting salary
Starting salary will be at the minimum of the pay scale - £30, 754
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
Corporate Services and Inspectorates
Directorate
Digital, Data and Technology (DDaT)
Branch
IT Services
Location (s)
Cardiff, South East Wales
Main office base
Cathays, Cardiff
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 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 ICT hardware where required.
Responsible for laptop builds, setup and Issue.
Responsible for iOS device support, 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 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 AV 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 WG ITSM 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 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 WG ICT processes at all times
Provide service desk cover as/when required
Occasionally perform other duties commensurate with the role, on request of y