ICT Senior Service Desk Analyst

• This is an exciting new role within the Information Systems (IS) Office in the Northern Ireland Assembly.

  As a Senior ICT Service Desk Analyst, you will support the IT needs of Assembly Members, Party Support and Secretariat staff in Parliament Buildings and in MLA constituency offices located throughout Northern Ireland.

  Your day-to-day role: 

  • Providing technical support and advice to customers, taking enquiries inperson, 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.

  You must have: 

  Applicants for the post of ICT Senior Service Desk Analyst must, by the closing date for applications, 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 year’s 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.

  We offer: 

  • A competitive salary. 
  • 25 days annual leave (plus 12 public and privilege holidays). 
  • Immediate enrolment into the Civil Service Pension Scheme. 
  • Family-friendly policies. 
  • Continuous professional and personal development opportunities. 
  • Sustainable travel initiatives. 
  • Learn more about our employee benefits here: https://niarecruitment.org/benefits/

  Salary Range: £28,541 – £29,527 per annum (under review)

  For more information and to apply, visit our website: niarecruitment.org 

  Closing date: 12 noon Friday 24 January 2020

  AN EQUAL OPPORTUNITIES EMPLOYER