About the job

Job summary

The Opportunity

Bring your IT and network support skills to the heart of parliament, where, as part of the Identity and Access Management team, you’ll help us provide secure access to critical digital services within Parliament. You’ll learn how we balance inclusivity and availability with resilience and confidentiality.  You’ll play a vital role in answering queries, solving problems and delivering outstanding customer service relevant to the technologies that the team support.  You can expect to:

• receive, log and prioritise requests for support from the service desk
• investigate and respond to requests by, for example, making system modifications, developing work-arounds, manipulating data or reconfiguring systems
• ensure all work is carried out and documented 
• keep users informed on progress with their issues
• have time to learn and get to grips with a range of exciting technologies

What You Need

You’ll be ready to take advantage of the opportunity to develop new skills and experience in this challenging and fast-paced environment.  As a foundation, you will need:

• experience of  supporting a large enterprise network, applications, and server technologies
• technical understanding and experience of technologies such as Windows Server Operating Systems, Active Directory, DNS, PKI, MIM, Azure/Azure Active Directory, Single Sign On, AAD Connect and VPN (DirectAccess)
• experience of working within a service-led organisation, managing incidents, requests, changes and problems through a service desk system
• the ability to collaborate across multiple, diverse teams and build effective relationships
• the ability to pass security clearance, backed by the right to work in the UK

Job description

• Receives and logs 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.
• Investigates and provides correct responses to 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.
• Ensures that requests are handled according to agreed procedures. For all requests that cannot be resolved, provides an effective interface between users and service providers supplying all necessary diagnostic information. Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily.
• In accordance with agreed procedures, monitors application and infrastructure systems by regular scrutiny of reports from the applications software, systems software or service delivery staff. 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.
• Contributes to the availability management process and its operation by reporting on service and component availability, reliability, maintainability and serviceability.
• 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. 

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
Demonstratable experience and knowledge in supporting a large enterprise network, applications, and server technologies.
    
Criterion 2
Technical understanding and experience of technologies such as: 
•    Windows Server Operating Systems
•    Active Directory, DNS, PKI, MIM 
•    Azure/Azure Active Directory, Single Sign On, AAD Connect
•    VPN (DirectAccess) 

Criterion 3
Proven experience of working within a service-led organisation; managing incidents, requests, changes and problems through a service desk system.

Criterion 4
Ability to collaborate across multiple diverse internal teams and building effective relationships whilst upholding the values of equality, diversity and inclusion.

Criterion 5
Demonstrates a proactive approach to developing and learning IT skills and systems.

Criterion 6 (Desirable)
Proven experience in developing and working towards a more secure and resilient environment.

Technical Proficiencies
Azure, Azure Active Directory, PKI, Single Sign On, SAML, DirectAccess, MIM, DNS, ADCS

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 up to the first two criterion. Our application process is anonymous, so please remove any personal information from your CV.

Apply By: 22nd April 2024 at 23:55

Interviews: W/C 29th April

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 security 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

Please note this Post is NOT regulated by the Civil Service Commission. 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.