SENIOR RESEARCH & DEVELOPMENT CONSULTANT

Cyngor Caerdydd/Cardiff Council; Cardiff; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Cardiff Council is seeking a Senior Research & Development Consultant within its ICT Service, based in the Schools ICT Support Service. The role focuses on enhancing end user computing across schools and the council, with emphasis on delivering reliable IT infrastructure and user-centric solutions.

Join a proactive team, with opportunities to mentor colleagues and influence service improvements while contributing to the Digital First agenda and learning opportunities within the directorate.

Qualifications

• Proven delivery of excellent customer service.
• Understanding of user experience and requirement analysis.
• Experience in problem management and incident resolution.
• Experience deploying Windows OS, Office 365 and Azure.
• Interest in researching new technologies to improve service delivery.
• Strong knowledge of end user computing and IT infrastructure.

Responsibilities

• Enhance and maintain end user computing services for schools and the council.
• Investigate and diagnose complex problems, delivering solutions.
• Identify opportunities to improve service delivery and implement changes.
• Coordinate projects with the Technical Infrastructure Manager and ICT teams.
• Mentor team members and promote knowledge sharing.
• Develop, review and maintain service plans, policies and procedures.
• Provide management information to stakeholders regarding performance.
• Support service improvement activities and initiatives.

Skills

Customer service excellence

User experience understanding

Problem management experience

Technology research

End user computing knowledge

IT infrastructure knowledge

Tools

Windows

Microsoft 365

Azure

Job description

SENIOR RESEARCH & DEVELOPMENT CONSULTANT

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.
• Investigate and diagnose complex problems, deliver solutions and maintain overall infrastructure performance.
• Identify and investigate opportunities to improve service delivery and where necessary work to deliver new or enhanced solutions.
• Work with the Technical Infrastructure Manager and the wider Schools ICT Support Service to identify upcoming projects, assist in the management of the project and coordinate, align and manage resources to ensure successful project delivery.
• Support and contribute to service improvement activities and initiatives.
• Conduct performance management of the existing end user computing infrastructure.
• Advise and guide in the planning phases of ICT projects to ensure that end user computing requirements are considered in the overall specification.
• Conduct tests of hardware and software using defined procedures and diagnostic tools.
• Take personal responsibility for own health and safety and promote compliance ensuring a safe working environment.
• Monitor and take action to ensure performance of the service meets objectives, targets and quality standards.
• 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.
• Develop relationships with technical and support staff to ensure systems and information requirements are specified and delivered.
• Actively participate in service improvement events.
• Mentor other team members and promote knowledge sharing and skills transfer.
• Maintain effective relationships with all technical and support staff to ensure systems and information requirements are specified and delivered.
• Provide management information, as required, and collaborate with key stakeholders regarding operational performance.
• Develop, review and maintain service plans, polices, processes and procedures.
• Support and contribute to service improvement activities and initiatives.
• Contribute to the Service’s performance, objectives, targets and achievement of quality standards.
• 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.
• Practical understanding of user experience and requirement analysis and the ability to identify user objectives for systems, products or services and define and implement the required solutions.
• 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 managing, troubleshooting, customising and deploying current Microsoft Windows operating systems, Microsoft Office suites including Microsoft 365 and Microsoft Azure.
• Demonstrable experience researching new technologies and, where appropriate, identifying opportunities to introduce and implement new technologies to enhance service delivery.
• Excellent knowledge and understanding of end user computing and IT infrastructure and practical experiencing supporting enterprise IT environments.

Job Category ICT

Department Resources

Working Pattern/Contract Type Full Time Permanent

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.