Senior Support Analyst

Senior Support Analyst – Inside IR35

Contract Term: 6 months with potential for extension

Contracting Authority: Cabinet Office – Prime Minister’s Office

Location: On Site – London 5 days per week

A new opportunity has opened for a Senior ICTS Support Analyst in the ICTS team. It is a customer facing ICT 1st, 2nd with some 3rd line support as a part of our busy tech support service desk. The goal of this team is to provide as part of the team rota the highest quality IT & Telecoms services to the Prime Minister and his staff at No10. This includes related estate offices and taking the lead on the technical side of travel nationally and internationally trip support for the Prime Minister’s Remote Private Office and staff whilst away.

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 in this type of role, it broadens their understanding of Central Government and its workings. The team consists of both women and men of all ages and from various cultural and educational backgrounds.

As a Senior Support Analyst your main responsibilities will be:

• Providing desk side and remote 1^st, 2^nd and some 3rd line IT and telecoms support to all departmental staff on desktop, device and server-based applications, as well as the telecoms systems on a daily basis.
• Dealing politely and efficiently with staff at all levels with adaptable clear communication skills in person, verbally over the phone and in writing and that you can adjust to meet the various levels of technical assistance required across the business.
• Being flexible in working pattern, so as to provide weekend or late-night work also required at busy times.
• Setting up, testing and troubleshooting voice and video conferencing meetings for the PM and senior staff.
• Setting up and troubleshooting international comms links on a daily basis working with international government technical teams to resolve issues and strengthen services.
• Supporting Wi-fi Networks with devices and guest accounts
• Supporting VoIP Telephony by providing 1st line support.
• Inducting and training users on supported software, including secure mobile working devices and phones.
• Setting up and providing technical support for business presentations, office moves and changes.
• Troubleshooting technical incidents client and server software issues, OneNote, Office365 products including Outlook, Word, PowerPoint, Excel as well as SharePoint 2016.
• Setting up, supporting and maintaining Apple products such as iMacs and Mac laptops, iPhones, iPads, etc. Providing training for users on them and troubleshooting issues.
• Working with SharePoint 2016 administering sites and users, setting up permissions and assisting users with issues and data management.
• Setting up, supporting and training users on Microsoft Teams set-up across the No10 Estate for meetings, chat and document collaboration.
• Setting up, supporting and troubleshooting all MS Teams video calls and desk phones across the No10 Estate, providing new users with logins and training on the service.
• Administering active directory for starters/transfers/leavers and staff changes.
• Networking and managing the No10 Desktop infrastructure, to setup new PCs in all buildings requiring access to No10 services, troubleshooting issues and managing all aspects of the computer environment.
• 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 other ad-hoc duties the team need completed on a daily basis.

Essential:

• An active SC / DV Clearance is an essential requirement for this role, as a minimum you must be eligible and willing to undergo these checks.
• Strong all-round experience within IT and Systems Support.
• Experience of working with MS Office and 365.
• Excellent communication skills and the ability to work well as part of a team.

If this role sounds like something that you would be interested in, please click the link to apply or get in touch with daniel.mcbride@publicsectorresourcing.co.uk