No10 ICTS Senior Support Analyst
| Posting date: | 28 August 2024 |
|---|---|
| Salary: | £38,250 to £42,250 per year |
| Hours: | Full time |
| Closing date: | 10 September 2024 |
| Location: | SW1A 2AA |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 366412/1 |
Summary
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 estate
- Supporting 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 products
- Setting 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.