The role
This role provides first‑line support as the single point of contact for Natural Resources Wales staff experiencing a wide range of technical issues. Working as part of a collaborative team, the postholder will act as the gateway to higher‑level technical services (second and third line) and serve as a subject matter expert for specific technologies. The Service Desk typically resolves around 80% of incoming ICT calls, making this position critical to delivering timely and effective solutions.
By ensuring efficient and prompt resolution of problems and requests, the role directly supports the operational continuity of NRW. All work will be carried out in line with industry best practice standards, with a strong focus on delivering excellent customer service to colleagues across the organisation.
As an organisation we support flexible working. You will be contracted to the nearest NRW office to your home and a suitable hybrid working pattern will be agreed on appointment. Any regular face to face meetings or training will be planned in advance.
To make an informal enquiry about this role, please contact Evan Quick at Evan.Quick@cyfoethnaturiolcymru.gov.uk
Interviews will be on Microsoft Teams
Successful applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check. Appointments are normally made within 4 to 8 weeks of the closing date.
What you will do
- Be responsible for providing efficient and effective triage and solutions to a range of technical problems (incidents) and requests for services in accordance with industry best practice standards. Act as Subject Matter Expert if second line resolution possible at the desk.
- Own and manage incidents and requests where further information is required from staff as part of triage, conducting chase communications to staff where required, using excellent soft skills whilst working in accordance with NRW ICT processes.
- Take direction from incident managers during environmental incidents and/ or major ICT incidents, collaborating to collect detail that supports robust engagement with stakeholders from across NRW and ensures the continued delivery of high‑quality technical and customer service.
- Take key decisions to identify major and urgent incidents, using a range of specialist skills to assess the criticality of the service(s) affected as well as considering the impact on NRW staff, and act proactively to alert major incident managers.
- Assess when to escalate issues to service desk team leader, where the issue is novel or in need of second line support at the desk.
- Maintain strong relationships with all ICT stakeholders
- Undertake health and safety duties and responsibilities appropriate to the post
- Be committed to Natural Resources Wales Equal Opportunities and Diversity Policy, together with an understanding of how it operates within the responsibilities of the post
- Be committed to your own development through the effective use of your personal development plan (known as Sgwrs).
- Any other reasonable duties requested commensurate with the grade of this role.
Your qualifications, experience, knowledge and skills
In your application and interview you will be asked to demonstrate the following skills and experience using the STAR method.
- High level of technical expertise and skills including detailed knowledge of desktop technology and holding the following certifications/qualifications or be working towards them:
- ITIL Foundation certified and have worked in an ITIL environment.
- Degree in ICT, or equivalent.
- Good verbal and written communication skills, comfortable and confident in dealing with challenging situations/individuals and a clear commitment to delivering excellent customer service and user’s experience.
- Ability to analyse ICT issues and requests, utilising the appropriate analysis techniques. To do this, it is important to be able to absorb and learn new information readily, as new systems are brought into the team’s remit and be able to understand and document user requirements to a high level.
- Familiarity with the concepts of system administration; creating, modifying and troubleshooting accounts, and confidence in using all forms of ICT.
- Ability to work within a high pressure environment, to proactively plan and co-ordinate resources in order to achieve results within agreed timescales and with a flexible approach to working, prioritising as and when high priority problems and requests arrive at the ICT Service Desk.
- Knowledge of IT processes and policies.
Welsh Language Level requirements:
- Essential: A1 – Entry level
Please note if you do not meet the level A1 requirement i.e., ability to understand basic phrases and ability to pronounce Welsh names correctly, then NRW offers a variety of learning options and staff support to help you meet these minimal requirements during the course of your employment with us.
Benefits
This role will offer a range of benefits, including:
- Civil Service Pension Scheme offering employer contributions of 28.97% (successful internal staff will remain in their current pension scheme)
- 28 days annual leave, rising to 33 days
- generous leave entitlements for all your life needs
- commitment to professional development
- health and wellbeing benefits and support
- weekly wellbeing hour to use as you choose
See full details for all the employee benefits you will receive.
Please keep reading
We’re passionate about creating a diverse workforce and positively encourage applications from under-represented communities. We embrace equality of opportunity irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
We are committed to equal opportunities and we guarantee interviews for candidates with disabilities who meet the minimum selection criteria.
We want to attract and retain talented and highly skilled staff, so we make sure that our pay scales remain competitive. We advertise the full pay scale on our job descriptions. Appointed candidates start at the first point of the pay scale and annual increments are paid each year.
Unless otherwise stated in the ‘Role’ section of this advert, Natural Resources Wales is unable to offer visa sponsorship for this position. Although we hold a Skilled Worker visa sponsorship licence, it applies only to specific roles that meet both the eligibility criteria and salary requirements set out by the UK Government under the Skilled Worker visa route.
We want our staff to grow professionally and personally. From leadership development to access to further and higher education courses, our staff have opportunities to expand their knowledge on variety of topics, stay current in their field and continue to learn as their career progresses.
We are a bilingual organisation which complies with the Welsh Language Standards. Welsh language skills are considered an asset to NRW and we encourage and support staff to learn, develop and use their Welsh language skills.
You are welcome to apply for any vacancy in Welsh or English and any application submitted will be treated equally. Applications are welcome from individuals who work part time, as part of a job share or who work full time.