Location
City of Westminster

Hours
Full Time - 8am to 7pm, Monday to Friday, including participation in a rotating on-call and office shift schedule. Out-of-hours support during busy periods including evenings and weekends (paid overtime). Occasional national and international travel required.

Salary
£46,844 per annum

About the Role
The Prime Minister’s Office (PMO) supports the delivery of Government priorities and communication of policies to Parliament, the public, and international audiences. The ICTS team provides high-quality IT and Telecoms services to the Prime Minister and his staff at No10 Downing Street. This Senior Support Analyst role is customer-facing, delivering 1st, 2nd, and some 3rd line technical support as part of a busy service desk. You will also lead and support the technical aspects of national and international travel, providing ICT trip support for the Prime Minister’s Remote Private Office and staff while away.

This role offers unique opportunities to develop robust technical and business skills, broadening your understanding of Central Government operations. The team is diverse and inclusive, valuing professionalism, calmness under pressure, and a strong team spirit. You will support colleagues by setting up and inducting new users, maintaining and troubleshooting desktops, printers, remote working equipment, user accounts, and telephony services.

Daily tasks include managing Office 365 queries, supporting Apple devices, building and installing PCs and laptops, resetting passwords, and supporting Microsoft Teams and SharePoint 2016. You will also contribute to or lead technical projects to update and maintain systems and introduce new services. Technical business and soft skills training will be provided to support your development.

Key responsibilities include providing desk-side and remote support, managing communication and collaboration tools, delivering user training, administering system infrastructure, participating in operational flexibility including on-call duties, and contributing to project work and documentation.

Experience
- Solid background in IT and Telecoms support within a service desk environment supporting demanding customers under pressure.
- Experience resolving 1st, 2nd, and some 3rd line support calls.
- At least 1 year managing and maintaining desktop equipment including printers, monitors, and phones.
- Proficient in using call logging software and configuration management databases.
- Skilled in Microsoft Active Directory, Windows 10, Office 2016 & O365 including SharePoint 2016 and Teams.
- Experience with ICTS hardware maintenance and troubleshooting for PCs, laptops, desk phones, and mobile devices.
- Ability to set up and troubleshoot Apple devices and Macs.
- Experience supporting Microsoft Exchange users and groups.
- Strong customer induction, training, and support skills.
- Effective use of troubleshooting tools and resources.
- Good prioritization, team working, and escalation skills.
- Experience contributing to service improvement programs and strategic planning.

About You
- Friendly, professional, and calm with the ability to display urgency when needed.
- Strong team player willing to travel nationally and internationally.
- Confident in engaging with senior stakeholders in complex technical and business environments.
- Able to think quickly to solve technical issues and escalate appropriately.
- Committed to delivering high-quality customer service.

Qualifications
- This is a Reserved Post open to sole UK nationals only.
- Desirable qualifications include Microsoft Certified Professional in Windows and Office administration or equivalent, A+ hardware and software training, ONC/HND/Degree or equivalent in computing or ICT apprenticeship.
- Experience supporting and administering TCP/IP networks.
- Valid UK driving licence is desirable.

Additional Information
- This role is office based with regular national and international travel.
- Security clearance (Developed Vetting) is required, typically needing 10 years UK residency.
- Commitment to Civil Service values including diversity, inclusion, and fair recruitment.
- Full time role with flexible working options available.
- Training and development tailored to the role will be provided.
- Candidates must be willing to undergo pre-employment checks including criminal record and internal fraud database checks.