About the job

Job summary

The Opportunity

We are looking for a Device Management Analyst to join our Technology Team at the Parliamentary Digital Service (PDS).   The successful Device Management Analyst will provide third line support for Device Management Technology related services at Parliament, both to projects and in business as usual.  This will involve technologies that support the deployment and management of operating systems across a variety of hardware types alongside the management of the devices in the hardware catalogue.

Parliament is currently going through an exciting period of digital transformation to deliver excellent digital services. The Parliamentary Digital Service (PDS) works with the House of Commons, the House of Lords, as well as Parliament staff on their IT and digital needs. We think it's important that everyone can access and understand what's going on in Parliament. Our goal is to bring together the public, Parliament Members, and Parliamentary staff to inform, engage, support, and communicate through one, unified digital core.

What You Need

• Operating Device Management technologies to configure devices, including: desktops, laptops, macs, mobile devices and digital signage.
• 3rd line support for Device Management services. Able to manage requests for support from service desk, other service delivery staff and/or users. Prioritises requests in accordance with agreed criteria and promptly allocates unresolved calls as appropriate.
• Able to log requests for Change for Device Management systems and follows the standard process for obtaining approvals and the Change implementation.
• The ability to work successfully within a team, whilst upholding the values of equality, diversity, and inclusion.   
• Technically proficient at MacOS, Windows 10 (including Windows as a Service – specifically Microsoft Configuration Manager), Android, iOS (specifically Microsoft Intune), Group Policy, MDM, Jamf Pro, Systems Administration (including printing), Network fundamentals.

Job description

• Operates Device Management technologies to configure devices, including: desktops, laptops, macs, mobile devices and digital signage.
• 3rd Line support for Device Management services. Manages requests for support from service desk, other service delivery staff and/or users. Prioritises requests in accordance with agreed criteria and promptly allocates unresolved calls as appropriate.
• Logs Requests for Change for Device Management systems and follows the standard process for obtaining approvals and the Change implementation.
• Investigates and resolves requests for support by means of for example: making system modifications, developing work-arounds enhancements, manipulating data, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers.
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures; and ensures that documentation is available and accessible to all who need to use it.
• Monitors the progress of requests for support and ensures users and other interested parties are kept informed; and effectively manages customer expectations to ensure excellent customer service.
• Assists with active monitoring and reviewing the performance of the Device Management services, managing availability, capacity and supporting the team during major incidents. Notes problems and identifies performance trends and statistics. Referring to more senior colleagues where necessary, takes corrective action to improve performance and to avoid problems arising.
• Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
• Conducts investigations of operational problems and makes proposals for improvement. Participates in reviews of systems performance, provide advice, and assist service specialists or other system or service providers to plan details of amendments and upgrades to systems.
• Supports project work alongside BAU duties, prioritising tasks using team tools and methods.

The above list of key responsibilities is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and banding of the post.

Person specification

Criterion 1
Understanding of what’s involved in operating system build, deployment and management.

Criterion 2
Understanding of operating system and application configuration using management systems (Microsoft Configuration Manager, MDM systems etc)

Criterion 3
Some knowledge of application packaging and deployment across these operating systems, including but not limited to a broad understanding of these management platforms, and
device patching across multiple operating systems and device types (including servers). 

Criterion 4
Experience in configuring and supporting print services provided to multiple user groups within an organisation. 

Criterion 5
Experience of working within an ITIL framework; managing incidents, requests, changes and problems through a service desk system.  An understanding of the pressures and challenges of working within a third line support team.

Criterion 6 (desirable)
Understanding of what comprises enterprise hardware, and how an organisation’s hardware catalogue is constructed to meet the needs of user groups, cyber and information security and IT system administration.
    
Technical Proficiencies
MacOS, Windows 10 (including Windows as a Service – specifically Microsoft Configuration Manager), Android, IOS (specifically Microsoft Intune), Group Policy, MDM, Jamf Pro, Systems Administration (including printing), Network fundamentals.

Benefits

Please refer to our Candidate Information Pack for a full list of our benefits which include:

• up to 35 days annual leave in addition to bank holidays
• generous maternity pay policy up to 6 months full pay
• great pension scheme options (contributory and non-contributory)
• on-site subsidised gym, nursery, catering, post office, travel office and GP
• flexible options including hybrid working and family friendly policies

Things you need to know

Selection process details

How To Apply

Please make sure you're clear on the requirements of the role. These can be found in the Job Description and Candidate Information Pack. You will need to upload a CV and show how you meet Criterion 1,2, and 5 in the JD. Our application process is anonymous, so please remove any personal information from your CV.

Apply By: 5th February 2024 at 23:55

Interviews: 15th February

Format: Panel Interview (Remote)

Our Culture

For our people, we provide an amazing opportunity to bring their talents to an institution that sits right at the heart of society in the UK. We are helping to change UK Parliament and strengthen democracy. What matters here is your potential for growth and your commitment to playing your part in our ongoing success.

We are passionate about providing an environment which promotes inclusion, diversity and equality. Regardless of your age, gender, ethnicity, beliefs or any of the other things that make you, you. We welcome applications from people who feel under-represented in the workforce. This includes those who may feel disadvantaged because of their socioeconomic circumstances.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.