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ICT Service Desk Manager - Cardiff

National Assembly for Wales

Information Communication and Technology - Service Desk Manager

Management Band 2 (HEO)

The National Assembly for Wales is the democratically elected body that represents the interests of Wales and its people, makes laws for Wales and holds the Welsh government to account.

Post Reference Number: AC/033/14

Post Title: ICT Service Desk Manager

Pay Band: Management Band 2 (HEO)

(£26,321 - £35,381)

Reporting to: ICT Head of Service Delivery

Responsible for: Managing the service desk function

Location: Tŷ Hywel, Cardiff Bay

Duration: Temporary for up to 10 months

Pattern of Working: This is a full-time post although flexible working arrangements will be considered, subject to meeting the needs of the Assembly and its Members.

Rationale: This is to provide cover for maternity leave

The National Assembly for Wales uses technology in innovative ways to engage with the people of Wales and provide services for Assembly Members. It is an acknowledged leader in use of technology for legislative bodies.

At the end of July 2014, the Commission will complete the transfer of ICT services from outsourced to in-house provision. One of the key functions that has been transferred is the ICT Service Desk, which is the first point of contact for users with ICT issues or requests. This bilingual service is used by Assembly Members, Assembly Members Support Staff, Commission staff and contractors, who contact the desk by telephone or email.

The desk is manned by Service Desk Agents, who are responsible for ensuring that all issues are correctly logged, prioritised and assigned to the correct support team as soon as possible.

The post holder will be responsible for managing the ICT Service Desk function, including the two Service Desk Agents. The successful candidate will ensure that the team achieves agreed service level agreement (SLA) targets, allocating and prioritising work accordingly, and will be responsible for developing and maintaining a culture of continuous improvement within the team.

The post holder will be the desk's point of escalation for any issues or problems, and will be required to deal with users at all levels throughout the organisation, including Assembly Members and Assembly Members support staff. As such they will be required to work with technical colleagues on fact finding, and explain complex problems in a clear, concise and jargon-free way.

Using Service Management Software, the Service Desk Manager will compile regular reports on key performance indicators and trends, and they will own the Incident, Service Request and Service level management processes, advising colleagues on each of these areas.

The Service Desk Manager will work with the Head of Service Delivery, Head of Infrastructure and other key staff across the business to agree reasonable and achievable service level agreements.

The post holder will also be responsible for the ICT department's Asset Management function, including line managing the Asset and Configuration Manager

Key Tasks:

  • Provide excellent customer service to all users.
  • To lead, motivate and manage the ICT Service desk function and team, providing visible direction and leadership so they are clear on the business and team goals and targets.
  • To ensure the ICT Service desk is delivering a fit for purpose, first class service to the end user community at the Assembly, ensuring that users are kept informed of the progress of incidents and service requests;
  • To ensure that the ICT Service desk team meet their key objectives and agreed SLA targets by allocating tasks and prioritising their work, and pro-actively managing the progressing of calls with other teams within ICT in order to meet agreed SLAs;
  • To act as the point of escalation for the ICT Service Desk, dealing directly and promptly with users on issues, problems and complaints and communicating complex information in a clear, jargon-free way.
  • To assist in defining and implementing an ICT Service desk strategy that will improve perception, customer service, fault resolution and service request fulfilment;
  • Own the Incident, Service Request and Service Level management process, providing regular performance reporting on KPIs and trends that will be presented to the Management Board and Commission;
  • Own the Asset Management process, working closely with colleagues to ensure that assets are allocated correctly, tagged and logged, and stock levels are maintained at adequate levels;
  • To work with the Head of Service Delivery, Head of Infrastructure and key staff within the business to agree reasonable and achievable SLAs;
  • To lead on scoping, designing and, working with colleagues in ICT, delivering a new ICT service catalogue;
  • To provide necessary cover for the Service Desk Agents in the event of any absences.

Personal Specification

Job Specific Criteria: This section states which skills and experience are deemed to be essential for this role, and also which are considered desirable. You should refer to these when completing the application form.

Essential Criteria:

  • Have excellent customer service, communication and people management skills.
  • Understands political sensitivities and perspectives in order to deal effectively with Assembly Members and senior staff in the Assembly Commission, as well as Assembly contractors.
  • ITIL foundation qualification and experience of working within an ITIL service management framework
  • Experience of supervising or managing a service desk or similar function.
  • Experience of operating a Service Management Catalogue, service improvement processes and change management processes.
  • Have experience in identifying and implementing changes to process and tools to meet ICT Service desk SLA and KPI's.

Desirable Criteria:

  • Ability to communicate in Welsh would be advantageous.
  • ITIL service management V3 qualification

Core Competence Areas and Behaviours Specific to the Post: These are the specific competencies that you will be expected to demonstrate in this role. You should refer to these when completing the attached application form.


  • Is visible, approachable and accessible
  • Coaches and provides support to others especially in times of pressure

Working with and valuing others

  • Delegate work effectively and appropriately with clear objectives and empower staff to get results
  • set work in the context of the team's overall objectives

Learning and improving

  • develop options, identify risks and benefits and propose a way forward, monitor progress and evaluate outcome
  • consider the potential and impact of technology to improve work processes and drive efficiencies ​

Delivering results to customers

  • look for opportunities to improve levels of service and actively seek feedback on the service provided to maintain a high quality of service
  • take responsibility for building productive customer relationships

Applying Expertise

  • Develop and deepen professional knowledge base
  • communicate expertise in a clear, concise and jargon free way

Development Opportunities Offered by the Post:

The National Assembly for Wales has achieved gold standard Investors in People status. There are many training and development opportunities available, that will help continually develop and improve your knowledge and skills.

Details of the Selection Process

Candidates are required to complete an application form. Shortlisted candidates will be invited to attend an interview. Please note the interview process will include an assessment.

Closing date for applications: 10:00 2 October 2014

Completed application forms must be sent to us via The Apply Button

by the closing date

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