Senior ICT Service Desk Analyst

As a Senior ICT Service Desk Analyst, you will play a central role in ensuring the effective operation of the ICT Service Desk, delivering high-quality technical support to Assembly Members (MLAs), Party Support and Secretariat staff in Parliament Buildings, as well as to constituency offices throughout Northern Ireland., The Senior ICT Service Desk Analyst will assist in the smooth running of the ICT Service Desk, ensuring the delivery of responsive, secure and reliable ICT services across a diverse and high-profile customer base., The Senior ICT Service Desk Analyst will be responsible for:

• Providing technical support and advice to customers in person, by phone and via email

• Diagnosing and resolving technical issues effectively and efficiently, ensuring full resolution

• Classifying and prioritising incidents, documenting root causes and implementing preventative measures

• Identifying and analysing wider technical or system issues and consulting internal/external specialists where required

• Patching and updating operating systems and software, working closely with the Infrastructure team to ensure appropriate cyber security measures

• Supporting secure remote access solutions

• Supporting smart devices

• Managing asset and configuration management processes, tracking and logging assets using the Asset Management System in conjunction with the helpdesk call logging and Service Request systems

• Working with internal and external stakeholders to develop and maintain secure Windows 10 (or later) device configurations using industry-standard tools

• Providing effective support to the hardware and infrastructure within the Assembly Chamber, including the voting system and facilities for remote participation

• Building and managing relationships with senior stakeholders, offering advice, guidance and constructive challenge

• Supporting the delivery of technical projects where required

• Supporting the adoption of new technologies and facilitating training as necessary

• Ensuring compliance with all Assembly Commission staff policies and mandatory training requirements

• Managing information and records in accordance with established policies and statutory obligations

• Undertaking any additional duties reasonably required by the Assembly Commission, * Managing and maintaining Microsoft Active Directory / Azure Cloud Services and Microsoft Identity

• Managing and maintaining devices and applications using Microsoft tools such as Intune, Defender and System Centre Configuration Manager (SCCM)

• Supporting Microsoft Windows 10 (or later) desktop equipment

• Only courses with a computing content of 50% or more will be considered. Applicants must clearly demonstrate on their application form how their course meets this requirement.

Hold a Bachelor's Degree (or higher) in Computing or another discipline relevant to Information Systems and Information Technology*, Have at least 1 year's post-qualification experience working in a challenging ICT Service Desk environment supporting a diverse and demanding customer base of at least 500 users across a wide range of technologies, including:

• Managing and maintaining Microsoft Active Directory / Azure Cloud Services and Microsoft Identity
• Managing and maintaining devices and applications using Microsoft tools such as Intune, Defender and System Centre Configuration Manager (SCCM)
• Supporting Microsoft Windows 10 (or later) desktop equipment

2. Have at least 3 years' experience working in a challenging ICT Service Desk environment supporting a diverse and demanding customer base of at least 500 users across a wide range of technologies, including