Senior IT Service Desk Analyst

This role assists in the smooth running of the ICT Service Desk, supporting Assembly Members, Party Support and Secretariat staff in Parliament Buildings, as well as MLA constituency offices located throughout Northern Ireland., * 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 measure;
• Supporting secure remote access.
• Support smart devices.
• Managing Asset and configuration management - track, log and correct information to protect assets and components using the Asset management system in conjunction with the helpdesk call logging system and the Service Request System;
• Working with both Internal and External Stakeholders in the development and maintenance of Windows 10 (or alter) device configurations to ensure the security and integrity of Assembly information systems and services, using Industry standard tools;
• Providing effective support to the hardware and Infrastructure of the Assembly Chamber including both the voting system and the facility for remote participation for Members;
• Building and managing relationships with senior stakeholders to provide advice, guidance and challenge on issues within the area of responsibility;
• Complying with all of the Assembly Commission's staff policies and procedures including Equal Opportunities and Dignity at Work policies and procedures and all mandatory training requirements;
• Supporting the delivery of technical projects, where required.
• Supporting the adoption of new technologies, facilitating training where required.
• Managing information and records in accordance with established policies and statutory requirements; and

You may also be required to carry out other duties that the Assembly Commission reasonably requires of you.

Do you have experience in Windows?, Do you have a Bachelor's degree?, 1. Applicants for the post of Senior ICT 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 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 / Azure Cloud services and Microsoft Identity.

(b)Managing and maintaining devices / applications using Microsoft tools such as IN Tune, Defender, Systems Centre Configuration Manager (SCCM) version.

(c)Support of Microsoft Windows 10 (or later) 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 / Azure Cloud services and Microsoft Identity.

(b)Managing and maintaining devices / applications using Microsoft tools such as IN Tune, Defender, Systems Centre Configuration Manager (SCCM) version.

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