Deskside Support Analyst x 2
Posting date: | 24 July 2025 |
---|---|
Salary: | £32,544 to £35,377 per year |
Hours: | Full time |
Closing date: | 06 August 2025 |
Location: | Swansea |
Company: | Cyfoeth Naturiol Cymru |
Job type: | Permanent |
Job reference: | 201810 |
Summary
Team / Directorate: Desk Side Support Team / Finance and Corporate Services
Starting salary: £32,544 rising to £35,377 per annum through annual increments being paid each year (pro rata for part time applicants)
Contract type: Permanent
Work pattern: Full time, 37 hours per week (Part time, annualised hours, compressed hours or term time working considered - discussions at interview stage welcome)
Interview Date: Week commencing 18/08/2025
Post number: 201810, 201811 CWJ
The role
As a Deskside Support Analyst, you will play a key role in delivering high-quality, in-person and remote IT support to colleagues across Natural Resources Wales. You'll troubleshoot and resolve technical issues involving laptops, desktops, mobile phones, printers, and other user-facing technology-helping ensure our people remain productive and connected, wherever they work.
Working as part of the Desk Side Support Team, you will respond to support requests, investigate technical faults, and manage asset-related tasks with professionalism and attention to detail. You will also assist in larger technical rollouts, such as device replacement programmes, and contribute to testing and quality assurance of new hardware.
This is a highly collaborative role that requires excellent customer service skills, a problem-solving mindset, and the ability to build strong working relationships with users, the ICT Service Desk, and other IT colleagues.
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.
For informal enquiries, please contact Benji Stubbs at benji.stubbs@cyfoethnaturiolcymru.gov.uk
Interviews will be held 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.
About us
The Desk Side Support Team is a small, friendly team of seven IT professionals based across Wales, dedicated to supporting Natural Resources Wales staff in their daily use of technology. We ensure colleagues have the tools and support they need to protect and enhance the Welsh environment.
As a team, we're the go-to experts for face-to-face and hands-on IT assistance. We bridge the gap between the digital systems and the people who rely on them-whether it's replacing ageing hardware, resolving software issues, or ensuring mobile connectivity in the field.
Our work directly supports NRW's strategic goals by keeping systems running smoothly, enabling collaboration, and responding quickly when things go wrong.
What you will do
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 .
Technical expertise and skills focusing on desktop technology. Understanding of ITIL, preferably ITIL Foundation certified, and having worked in an ITIL environment. Degree in ICT, or equivalent experience. Familiarity with the concepts of system administration - creating, modifying and troubleshooting accounts. 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 technical issues and requests, utilising the appropriate analysis techniques. To do this, it is important to be able to absorb new information readily, as new systems are brought into the team's remit and be able to understand and document user requirements. Ability to work within a high-pressure environment, 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 Desk Side Support Team. Valid UK Drivers licence - travel to regional offices will be required as part of this post
Welsh language level requirements
Please note if you do not meet the 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:
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.
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.
Starting salary: £32,544 rising to £35,377 per annum through annual increments being paid each year (pro rata for part time applicants)
Contract type: Permanent
Work pattern: Full time, 37 hours per week (Part time, annualised hours, compressed hours or term time working considered - discussions at interview stage welcome)
Interview Date: Week commencing 18/08/2025
Post number: 201810, 201811 CWJ
The role
As a Deskside Support Analyst, you will play a key role in delivering high-quality, in-person and remote IT support to colleagues across Natural Resources Wales. You'll troubleshoot and resolve technical issues involving laptops, desktops, mobile phones, printers, and other user-facing technology-helping ensure our people remain productive and connected, wherever they work.
Working as part of the Desk Side Support Team, you will respond to support requests, investigate technical faults, and manage asset-related tasks with professionalism and attention to detail. You will also assist in larger technical rollouts, such as device replacement programmes, and contribute to testing and quality assurance of new hardware.
This is a highly collaborative role that requires excellent customer service skills, a problem-solving mindset, and the ability to build strong working relationships with users, the ICT Service Desk, and other IT colleagues.
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.
For informal enquiries, please contact Benji Stubbs at benji.stubbs@cyfoethnaturiolcymru.gov.uk
Interviews will be held 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.
About us
The Desk Side Support Team is a small, friendly team of seven IT professionals based across Wales, dedicated to supporting Natural Resources Wales staff in their daily use of technology. We ensure colleagues have the tools and support they need to protect and enhance the Welsh environment.
As a team, we're the go-to experts for face-to-face and hands-on IT assistance. We bridge the gap between the digital systems and the people who rely on them-whether it's replacing ageing hardware, resolving software issues, or ensuring mobile connectivity in the field.
Our work directly supports NRW's strategic goals by keeping systems running smoothly, enabling collaboration, and responding quickly when things go wrong.
What you will do
- Take responsibility for incidents and requests within the team's scope, using experience and problem-solving skills to investigate and resolve in a timely and efficient manner.
- Engage in clear communications with staff to arrange face to face meetings or remote sessions to investigate and resolve hardware and / or application issues.
- Maintain a strong relationship with the ICT Service Desk to share 2nd line expertise, and peers in other operational teams to develop a robust problem management team, working closely to investigate ongoing issues.
- Act as point of escalation for Desk Side Support issues from Service Desk.
- Use a range of research and communication techniques to develop the specialisms in areas of the Desk Side Support team remit. Responsible for supporting the Desk Side support senior engineers and working with them to develop necessary skills.
- Be responsible for testing the Desk Side build developed by Senior Engineers.
- Under the direction of the Desk Side Support Team Leader and Senior Engineers, assist with the rollout of PC, laptop and printer replacement programmes.
- Lead on the asset management procedure and ensure it is followed, resulting in an accurate inventory and safe handling of assets and data.
- Assist with the configuration and basic troubleshooting of NRW printers and print servers.
- Display a flexible approach to working and prioritising as and when high priority problems and requests arrive at the Desk Side Support team.
- Collaborate with Health and Wellbeing teams to install critical DSE systems identified and agreed between DDaT and the business.
- Own and carry out appropriate testing of new hardware in preparation for deployment to staff.
- Assist with the deployment of Windows operating systems onto NRW hardware (laptops, desktops and tablets). Take responsibility for the control of all hardware assets deployed to and software installed for staff, and consistently maintain accurate records through a central DDaT database and systems.
- Take some decisions to resolve or remediate potential problems, using a range of specialist skills to assess the criticality of the service(s) affected, and act proactively minimise risk to NRW staff.
- Provide assistance to staff on the use and maintenance of Smart and Mobile Phones. Troubleshoot and fix any issues reported to the team and suggest configuration changes.. Provide new and replacement mobile phones, providing assistance and guidance notes.
- Learn from the Desk Side Engineers to enhance and develop technical skills
- 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 .
Technical expertise and skills focusing on desktop technology. Understanding of ITIL, preferably ITIL Foundation certified, and having worked in an ITIL environment. Degree in ICT, or equivalent experience. Familiarity with the concepts of system administration - creating, modifying and troubleshooting accounts. 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 technical issues and requests, utilising the appropriate analysis techniques. To do this, it is important to be able to absorb new information readily, as new systems are brought into the team's remit and be able to understand and document user requirements. Ability to work within a high-pressure environment, 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 Desk Side Support Team. Valid UK Drivers licence - travel to regional offices will be required as part of this post
Welsh language level requirements
- Essential: A1 - Entry level (able to use and understand simple, basic phrases and greetings, no conversational Welsh) previous Level 1
Please note if you do not meet the 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.
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.