About The Service
ICT is part of the Council’s Customer and Digital Services Directorate.
Its primary functions are:
• to provide high quality IT systems, support and maintenance across the organisation
• to provide strategic advice and guidance to the service areas and their directorates
• to contribute to the delivery of the Council’s Digital First approach
The ICT Service consists of several functions including:
• the Service Desk
• Enterprise Systems and Data teams responsible for the development, support and maintenance of both in-house developed and 3rd party applications
• ICT Services teams delivering network, server and end user computing services
• Security and Compliance
• Enterprise Architecture
About the job
The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud-based service offerings.
You would be joining an enthusiastic and ambitious team with opportunities to work with a range of cutting edge technologies.
You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews
Main Duties and Responsibilities:
• Enhance and maintain end user computing services to meet the needs of the council, the local education authority and individual schools.
• Manage and respond to incidents and requests including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation and resolution and ensure SLAs are met.
• Investigate and diagnose complex problems, deliver solutions and maintain overall infrastructure performance.
• Act as an escalation point for end user computing changes, requests, incidents and problems for the team and the wider organisation.
• Monitor and take action to ensure performance of the service meets objectives, targets and quality standards.
• Conduct performance management of the existing end user computing infrastructure.
• Identify, investigate and, where necessary, implement opportunities to improve service delivery.
• Conduct tests of hardware and software using defined procedures and diagnostic tools.
• Mentor and support other team members and promote knowledge sharing and skills transfer. Monitor and take action where staff performance does not meet required standards.
• Support and contribute to service improvement activities and initiatives.
• Contribute to the Service’s performance, objectives, targets and achievement of quality standards.
• Maintain effective relationships with all technical and support staff to ensure systems and information requirements are specified and delivered.
• Develop, review and maintain service plans, polices, processes and procedures.
• Take personal responsibility for own health and safety and promote compliance ensuring a safe working environment.
What We Are Looking For From You
• Proven delivery of excellent customer service.
• Experience of problem management and proven ability to investigate and resolve problems in systems and services including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
• Practical experience of deploying and supporting current Microsoft Windows operating systems, Microsoft Office suites including Microsoft 365, Microsoft Active Directory and all associated hardware and software.
• Excellent knowledge and understanding of end user computing and IT infrastructure and practical experience supporting end user equipment in an enterprise IT environment.
• Practical working knowledge of TCP/IP and networked IT infrastructure.
• Strong leadership skills and the ability to empower, motivate and develop staff, creating a positive and inclusive ICT environment.
Additional information
You should apply for this post using our online application form by clicking the “Apply now” button on this page. If it is not possible for you to apply on-line, you may request an application pack by telephoning (029) 20872222 and quoting the job reference.
The Supporting Information section of your application is the most important part. Please pay particular attention to it. It is where you tell us what makes you suitable for the job and will be assessed against the essential and desirable competencies in our Recruitment Pack for this vacancy.
You should refer to and address each competency listed in the Recruitment Pack in turn, providing evidence of the skills, experience and knowledge you have in each area by providing practical examples. Failure to complete this section in this way will considerably reduce the likelihood of you being shortlisted.
All the information you need to apply for this post is contained within this Recruitment Pack and the Application Guidance.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
These vacancies are suitable for post share.
If you have been shortlisted, you will be invited to undertake an interview for this role which will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact Huw David (h.david@cardiff.gov.uk) for a discussion.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need to read in order to complete your application
• Application Guidance
• Applying for jobs with us
• Behavioural Competency Framework
Additional Information
• Employee Charter
• Recruitment of Ex-Offenders
• Privacy Notice
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