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Senior ICT Service Desk Analyst (Two Posts)

Can you assist in the smooth running of the ICT Service Desk, supporting Assembly Members and Secretariat staff?

We are committed to providing equality of opportunity in employment and welcome applications from all suitably qualified applicants irrespective of gender, marital or family status, religious belief, political opinion, disability, age, race, nationality or sexual orientation. However, as females are currently under-represented in this post, we would particularly welcome applications from females.

ICT Service Desk Analysts provide technical support and advice to customers, taking enquiries in person, by phone and email.

ICT Service Desk Analyst

What we're looking for

The main duties and responsibilities of the job include:

  • Providing technical support and advice to customers, taking enquiries in person, by phone and email
  • Diagnosing and resolving customer’s problems effectively and efficiently, following up with customers to ensure full resolution of issues
  • Classifying and prioritising problems, documenting their causes and implementing remedies and preventative measures
  • Identifying and analysing broader technical and system issues, helping to find appropriate solutions including consulting internal and external specialists where required
  • Patching and updating operating systems and other software and liaising with the Infrastructure team to ensure that appropriate cyber security measures are in place
  • Ensuring that all information relating to help calls and IT assets are accurately recorded and updated on relevant systems
  • Assisting in the development and maintenance of standard Windows 10 device configurations to ensure the security and integrity of Assembly information systems and services
  • Providing effective support for Assembly Chamber voting systems to support plenary business
  • Building and managing relationships with senior stakeholders to provide advice, guidance and challenge on issues within the area of responsibility
  • Ability to work under pressure to tight deadlines
  • Ability to effectively manage competing priorities and work in an organised manner
  • Comply with the Assembly Commission’s Equal Opportunities and Dignity at Work policies and procedures
  • You may also be required to carry out other duties that the Assembly Commission reasonably requires of you
What we're offering
  • Salary range: £29,398 - £30,413
  • The standard working week is 37 hours, excluding meal breaks (42 hours gross).
  • An annual leave allowance of 25 days, increasing incrementally by one day per year up to a maximum of 30 days
Essential Criteria

Applicants for the post must, by the closing date for applications:

1. Be in possession of a Bachelor’s (or higher) Degree in Computing or other discipline relevant to Information Systems and Information Technology*

AND

At least 1 years’ post qualification experience of working in a challenging ICT Service Desk environment that involved supporting a diverse and demanding range of at least 500 customers in a wide range of technologies to include the following:

(a) Managing and maintaining Microsoft Active Directory

(b) Managing and maintaining Microsoft Systems Centre Configuration Manager (SCCM) version 2012 or later

(c) Support of Microsoft Windows 8.1 or Windows 10 based desktop equipment

OR

2. At least 3 years’ experience of working in a challenging ICT Service Desk environment that involved supporting a diverse and demanding range of at least 500 customers in a wide range of technologies to include the following:

(a) Managing and maintaining Microsoft Active Directory

(b) Managing and maintaining Microsoft Systems Centre Configuration Manager (SCCM) version 2012 or later

(c) Support of Microsoft Windows 8.1 or Windows 10 based desktop equipment

* Only those courses with a computing content of 50% or more will be considered and applicants must provide full details on the application form of how the content of the course meets this requirement.

Quick Q&A for this job...​

The salary range is £29,398 – £30,413. This is an Assembly Grade 7 position. 

The Information Systems Office (ISO) sits within the Parliamentary Services Directorate and provides the Information and Communications Technology (ICT) systems and services to support the business of the Assembly. There are at present fifteen staff in the ISO team supporting 650+ users including Assembly Members, their staff (including staff in Constituency Offices), Party support staff and Assembly Secretariat staff. Staff are predominantly Information Systems (IS) and Information Technology (IT) specialists and there are a small number of administrative staff.

The successful candidate will be accountable to an ICT Service Desk Manager.

The successful applicant will be based in Parliament Buildings, Belfast.

Completed application forms must be submitted by 12pm on Monday 24 August 2020.

The Selection Process

There are five elements within the Recruitment and Selection Framework:

Experience – the knowledge or mastery of an activity or subject gained through involvement in or exposure to it.

Abilitythe aptitude or potential to perform to the required standard. 

Technical – the demonstration of specific professional skills, knowledge or qualifications.

Assembly Skills and Behaviours –the actions and activities that people do which result in effective performance in a job.

Strengths – the things we do regularly, do well and that motivate us.

The elements which will be assessed for this role will be Experience, Technical and Assembly Skills and Behaviours and the selection method(s) that will be used are detailed below. Further information on the Recruitment and Selection Framework are included in the Guidance on Recruitment and Selection for Applicants.

The essential criteria reflect the experience and knowledge that an applicant must possess in order to be able to undertake the role. An eligibility sift will be carried out on the basis of the information contained in the essential criteria section of the application form. You must therefore demonstrate clearly in your form how, and to what extent, you meet with the essential criteria for the post. 

The interview will address the information contained in the Job Specification and will assess elements of the Recruitment and Selection Framework.

 

Interviews are planned for week commencing 21 September 2020

The selection panel reserves the right to hold a further interview stage if deemed necessary. 

Further information on the Recruitment and Selection process is available in the Recruitment and Selection Framework and Guidance on the Recruitment and Selection for Applicants.

Application Pack: Senior ICT Service Desk Analyst (two posts)

Below you will find everything you need to apply for the position.

Read all the information about the job and the associated guidance related to working in the Assembly:

You are now ready to complete the online application:

The deadline for applications expires at 12pm on Monday 24 August 2020.

Further Information

If you require more information on the recruitment process, please contact the Human Resources Office on 02890 520327.

Visit our website for further information about the Assembly.

Good Luck