ICTS Senior Support Analyst Job at Cabinet Office – An opportunity has opened in PMO for a Senior ICTS Support Analyst in the ICTS team. It is a customer facing ICT 1st, 2nd with some 3rd line support as a part of our busy tech support service desk. The goal of this team is to provide as part of the team rota the highest quality IT & Telecoms services to the Prime Minister and his staff at No10.
This role also involves supporting and leading the technical aspects of national and international travel, providing ICT trip support for the Prime Minister’s Remote Private Office and staff while they are away.
This is a great team to be a part of, offering numerous unique opportunities. Our team members develop robust technical and business skills in this role, which broadens their understanding of Central Government and its operations. The team is diverse, comprising individuals of all ages, genders, and various cultural and educational backgrounds.
We are seeking an individual who is friendly, professional, and calm, with the ability to display a sense of urgency when necessary, ensuring customers feel their issues are being prioritised and addressed appropriately.
The ideal candidate will be a strong team player, prepared to travel within the UK and internationally. They should be confident in dealing with senior stakeholders in a complex business and technical environment, handling IT and Telecoms requests, issues, or queries
Staff in this role will have need to be able to think on their feet to solve technical issues quickly and know when to escalate and seek help from colleagues but they will also have the full support of the experienced and responsive technical team behind them.
Typically, the postholder will be supporting their colleagues in No10 in setting up and inducting new users, providing support and technical and security advice on best use of the No10 systems. They will be setting up, maintaining, and troubleshooting No10 desktops, printers, remote working equipment and user accounts.
As well as setting up, managing and fixing technical equipment for presentations, VTC and equipment. Technical work they will be doing on a daily basis will be dealing with queries about using Office 365 such as amending permissions on diaries and contacts in Outlook and inducting new users onto the system.
They will also handle queries on printing, imaging, user account access, be building and installing PCs, laptops and devices, resetting passwords and. The role requires support knowledge of telephony services and a good understanding of ICT networking.
Along with this reactive support work, the postholder will take on and contribute to or run various technical projects during the year. This work will be as part of the larger ICTS teams project portfolio to update and maintain systems and introduce new services. The post holder will use this as an opportunity to contribute to team objectives and goals. It can also help the post holder to develop new skills and expand technical knowledge but is a key part of the Senior ICTS Support Analyst role.
Technical business and soft skills training will be made available to the postholder in this role as appropriate to their development needs.
Responsibilities
Working to the ICTS Support Manager as part of the Service Support Team you will be:
Core IT & Telecoms Support
- Provide 1st to 3rd line desk-side and remote support for desktop, mobile, server, and telecoms systems.
- Troubleshoot client/server software issues including Office 365 (Outlook, Word, Excel, PowerPoint, OneNote), SharePoint 2016, and Microsoft Teams.
- Support and maintain Apple devices (iMacs, MacBooks, iPhones, iPads), including user training and issue resolution.
- Build, configure, and troubleshoot PCs, laptops, secure mobile devices, and related hardware.
Communication & Collaboration Tools
- Set up, test, and support voice and video conferencing for the Prime Minister and senior staff.
- Manage and troubleshoot international communication links in collaboration with global government tech teams.
- Provide 1st line support for VoIP telephony and assist with Wi-Fi connectivity and guest access.
- Administer and support Microsoft Teams across the No10 Estate, including meetings, chat, document collaboration, and desk phone setup.
User Support & Training
- Deliver user inductions and training on supported software and secure mobile working tools.
- Provide technical support for business presentations, office moves, and events.
- Communicate effectively with staff at all levels, adapting technical explanations to suit varying levels of expertise.
System Administration & Infrastructure
- Administer Active Directory for starters, leavers, transfers, and role changes.
- Manage desktop infrastructure across No10 buildings, including PC setup, troubleshooting, and environment maintenance.
- Support SharePoint 2016 site administration, permissions, and data management.
Operational Flexibility
- Participate in a rotating on-call and office shift schedule (8am–7pm, Mon–Fri).
- Provide out-of-hours support during busy periods, including evenings and weekends (paid overtime).
- Occasionally travel as part of the PM’s team, offering on-site ICT support for trips lasting up to two weeks.
Project Work & Documentation
- Lead and support IT service rollouts, installations, and upgrades.
- Develop and maintain technical documentation for both administrators and end users.
- Contribute to ad-hoc team tasks and continuous service improvement initiatives.
Person specification
Essential Skills & Experience;
You need solid experience in with the following:
- Background in IT and Telecoms support with experience of working with demanding customers under pressure as part of a service desk team
- Supporting users in a technical ICT service desk environment
- Experience of resolving 1st, 2nd and some 3rd line support calls, managing and maintaining desktop equipment such as printers, monitors, phones for at least 1 year.
- Using call logging software and configuration management databases to record issues and requests raised and manage hardware.
- Setting up, troubleshooting, and supporting users in Microsoft Active Directory networks, using Windows 10, Office 2016 & O365 including SharePoint 2016 and Teams.
- ICTS hardware maintenance and troubleshooting abilities for PCs, laptops, desk phones, mobile devices and other similar components.
- Setting up and troubleshooting Apple devices and Macs.
- Supporting, setting up users and groups in Microsoft Exchange.
- Able to induct, train, assist and support customers in a professional manner
- Understanding of how to use trouble shooting tools and resources
- Prioritization, team working and escalation skills
- Experience in contributing to a service improvement program and developing strategic plans for services.
Desirable Skills & Experience;
- Microsoft Certified Professional in Windows and Office administration or equivalent
- A+ hardware and software training (PC maintenance training)
- ONC/HND/Degree or equivalent in computing and or participation on a structured ICT apprenticeship
- Supporting and administering TCP/IP networks
- Microsoft Certified Professional in Windows administration and support
- Valid UK driving license
Additional information:
This role is office based due to business requirements.
Behaviours
We’ll assess you against these behaviours during the selection process:
Delivering at Pace
Managing a Quality Service
Making Effective Decisions
Working Together