JOB SUMMARY

The UK wide Civil Service Digital Data and Technology (DDaT) profession consists of people who work in a digital, data or technology specialist role. They design, build, and run government digital services. They are responsible for the way we find, access and use data and for the technology infrastructure which support those services. There are currently about 25,000 people working in the Profession.
The DDaT profession in the Welsh Government supports a range of digital services across the whole organisation. As part of our DDaT profession, you will be a key part of the Centralised Technology Service team and will make a significant and direct contribution for the people of Wales.
Background:
The Welsh Government is the devolved government for Wales with an annual budget of around £15 billion. We are responsible for key aspects of public life in Wales including health, education, the economy, transport, agriculture, and the environment. Welsh Ministers are supported by a workforce of more than 5,000 people with offices in Wales, London and overseas.
Welsh Government priorities are outlined in Welsh Government Programme for government with an overall ambition to build a Wales which is a self-confident, prosperous, healthy nation and a society which is fair to all. The Welsh Government has set out clear priorities for Wales following the UK’s exit from the European Union.

JOB DESCRIPTION

We are looking for people who can provide excellent advice and support, can focus resources and have energy and expertise. The Well Being and Future Generations Act provides context for our work.
Digital transformation of public services is vital to delivering the services that the people of Wales expect and need. The Welsh Government currently delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online. The Chief Digital Officer provides a consultancy service of digital and data expertise to business areas across the Welsh Government.
Team/Division Overview:
Working in IT Services as part of the Centralised Technology Service team. This post is to design, implement, maintain, and optimize WGs investment in Microsoft 365 services and solutions. The role will involve providing technical leadership, mentoring junior engineers, and ensuring the successful delivery of Microsoft 365 projects.
It will play a critical role in shaping and maintaining our organization’s Microsoft 365 environment. Providing expertise, leadership, and technical prowess that will contribute to the success of Microsoft within Welsh Governments technical estate.

TECHNICAL SKILLS

We’ll assess you against these technical skills during the selection process:

• IT Infrastructure – You can build, configure, administer and support infrastructure technologies and solutions
• System Design – You can design systems characterised by managed levels of risk, manageable business and technical complexity, and meaningful impact

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

Further information on nationality requirements

Technical / Operational Delivery Responsibilities:

• Coordinate the deployment and provisioning of end user devices, ensuring the delivery, configuration and installation of devices using Microsoft Autopilot and Intune as the delivery mechanisms.
• Maintain and provide 3rd line support to the Welsh Governments virtual desktop environments to include Citrix desktop as well as Microsoft 365 desktops.
• Maintain the lifecycle of end user devices, including monitoring device health, conducting regular maintenance, and performing hardware and software upgrades, through Intune configuration profiles and management.
• Application deployment to be utilised through SCCM and Microsoft Intune in collaboration with Welsh Government in house Application Support team.
• Implement and enforce security measures to protect end user devices from unauthorized access, data breaches, and malware threats.
• Stay up to date with industry best practices and regulatory requirements related to device security and compliance.
• Providing 3rd line support to the IT service team for both production and development areas, providing an escalation point for muti user technical issues.
• Create and maintain comprehensive documentation, including device configurations, troubleshooting guides, and user manuals.
• Design and implement standardized device configurations, taking into account hardware, software, and security requirements.
• Collaborate with cross-functional teams, including IT support, Cyber security, and infrastructure teams, to ensure seamless integration and alignment of end user devices with the overall IT ecosystem.
• Logging calls within the WG ITSM tool and manage assigned tickets to completion, following standard processes and procedures.
• Ensure tickets are correctly assigned if unable to resolve at Regional Services level.
• 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
• 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.
• Always ensure full knowledge of the core WG ICT processes.
• Contract / Vendor Engagement Responsibilities Technical collaboration and engagement with 3rd parties as applicabl

At this role level, you will:

• ensure services are delivered and used as required
• work with and support third parties to provide infrastructure service