No10 ICTS Senior Support Analyst

3 weeks ago

London, United Kingdom Cabinet Office Full time

Job summary

The Prime Minister�s Office enables the Prime Minster to deliver the Government�s overall priorities and to communicate the Government�s policies to Parliament, the public and international audiences. From the Policy Unit and Press Office, Switch and Custodians, to the Events & Visits team and the Private Office support; the diverse Downing Street team draws on varied expertise from across the Civil Service and beyond. The teams come together to deliver excellent service to the Prime Minister while also making No10 a great place to work.

Job description

An opportunity has opened in the Prime Minister�s Office for Senior ICTS Support Analyst�s in the ICTS team. It is a customer facing ICT 1st, and 2nd line support as a part of our tech support service desk.

This is a great team to work in with lots of unique opportunities. Staff in our team develop a strong technical and business skill set, it also broadens understanding of Central Government and its workings. The team consists of a diverse workforce.

We are looking for someone with a friendly, professional, calm nature, able to display a sense of urgency where needed so customers know they are prioritising and actioning their issue appropriately.

The post holder will also need to be a strong team player, be prepared to travel in the UK and abroad, be confident dealing with senior stakeholders in a business and technical environment to fulfil their IT and Telecoms requests, issues or queries.

Typically, the postholder will be supporting staff with their tech needs, such as printing, using office, and internal applications, setting up and inducting new users, building and fixing equipment, providing technical and security advice on best use of the equipment and systems.

Along with this reactive support work, the postholder can take on and contribute to various technical projects during the year.

They will work as part of the larger ICTS team who will support and help them throughout their work.

Technical business and soft skills training will be made available to the postholder in this role as appropriate to their development needs.

PLEASE NOTE: This post is operational, and work is completed on site, it will also require occasional overnight stays as part of the travel rota the team participate in. The post holder will also need to work out of hours as part of the on call rota but also for planned project work. Overtime and travel expenses are paid to cover this work.

Working to the ICTS Support Team Leader as part of the Service Desk you will be involved in many duties such as:

Providing desk side and remote 1st and 2nd IT and telecoms support to all departmental staff on desktop, devices and server-based applications, as well as VTC, telecoms and other supported tech systems on a daily basis;Playing key role in the flexible provision of daily office shift cover (8:12hr day including lunch) between the hours of 8am to 7pm, Monday to Friday)Be a part of the on call duty rota covering out of hours on support issues. Setting up and troubleshooting national and international comms links on a daily basis, working with international government tech teams to resolve issues and strengthen services. Supporting Wi-Fi Networks with devices and guest accounts across the estateSupporting VoIP Telephony by providing 1st line support.Inducting and training users on supported software, including secure mobile working devices and phones.Providing occasional overnight support on official trips as tech support staff or the lead ICTS Officer (dependent on experience) as part of the PMs travel team. Please note this is usually for a few days away but could be up to two weeks away from home.Troubleshooting technical incidents on client software for Office365 productsSetting up, supporting and maintaining Apple products such as iMacs and Mac laptops, iPhones, iPads, etc. Setting up, supporting and training users on Microsoft Teams set-up across the No10 Estate for meetings, chat and document collaboration.Administering active directory for starters/transfers/leavers and staff changes.Building, supporting and troubleshooting issues on PCs, laptops and corporate mobile, secure equipment and other related hardware.Taking part in software and hardware installations and rollouts, upgrades and writing and updating associated documentation for both system administers and users.Contributing to many other technical and business duties needed during the course of a day at No10.

Person specification

Essential skills/experience

You need solid experience in with the following:

Background in IT and Telecoms support with experience of working with demanding customers under pressure as part of a service desk teamAble to support users in a technical ICT service desk environmentExperience of resolving 1st, and 2nd line support in person and remotely, managing and maintaining desktop equipment such as printers, monitors, phones for at least 1 year.Able to use call logging software and configuration management databases to record issues and requests raised and manage hardware.Abel to set up, troubleshooting, and supporting users in Microsoft Active Directory networks, using Windows 10, Office 2016 & O365 including SharePoint 2016 and Teams.Able to set up and troubleshooting Apple devices and Macs.ICTS hardware maintenance and troubleshooting abilities for PCs, laptops, desk phones, mobile devices and other similar components.Supporting, setting up users and groups in Microsoft Exchange.Able to induct, train, assist and support customers in a professional mannerUnderstanding of how to use trouble shooting tools and resourcesPrioritisation, team working and escalation skillsExcellent customer service skills

Desirable skills/experience

Microsoft Certified Professional in Windows and Office administration or equivalentA+ hardware and software training (PC maintenance training)ONC/HND/Degree or equivalent in computing and or participation on a structured ICT apprenticeshipSupporting and administering TCP/IP networksMicrosoft Certified Professional in Windows administration and supportValid UK driving license.

Additional information:

This role is office based due to business requirements.

Additional information:

A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.

Behaviours

We'll assess you against these behaviours during the selection process:

Managing a Quality ServiceMaking Effective DecisionsWorking TogetherDelivering at Pace

We only ask for evidence of these behaviours on your application form:

Managing a Quality ServiceMaking Effective DecisionsWorking Together

Benefits

Alongside your salary of �38,250, Cabinet Office contributes �10,327 towards you being a member of the Civil Service Defined Benefit Pension scheme. Learning and development tailored to your role.An environment with flexible working options.A culture encouraging inclusion and diversity.A which provides an attractive pension, benefits for dependants and average employer contributions of 27%.A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.

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