About the job

Job summary

The Prime Minister’s Office enables the Prime Minster to deliver the Government’s overall priorities and to communicate the Government’s policies to Parliament, the public and international audiences. From the Policy Unit and Press Office, Switch and Custodians, to the Events & Visits team and the Private Office support; the diverse Downing Street team draws on varied expertise from across the Civil Service and beyond. The teams come together to deliver excellent service to the Prime Minister while also making No10 a great place to work.

Job description

An opportunity has opened in the Prime Minister’s Office for Senior ICTS Support Analyst’s in the ICTS team. It is a customer facing ICT 1st, and 2nd line support as a part of our tech support service desk.

This is a great team to work in with lots of unique opportunities. Staff in our team develop a strong technical and business skill set, it also broadens understanding of Central Government and its workings. The team consists of a diverse workforce.

We are looking for someone with a friendly, professional, calm nature, able to display a sense of urgency where needed so customers know they are prioritising and actioning their issue appropriately.

The post holder will also need to be a strong team player, be prepared to travel in the UK and abroad, be confident dealing with senior stakeholders in a business and technical environment to fulfil their IT and Telecoms requests, issues or queries.

Typically, the postholder will be supporting staff with their tech needs, such as printing, using office, and internal applications, setting up and inducting new users, building and fixing equipment, providing technical and security advice on best use of the equipment and systems.

Along with this reactive support work, the postholder can take on and contribute to various technical projects during the year.

They will work as part of the larger ICTS team who will support and help them throughout their work.

Technical business and soft skills training will be made available to the postholder in this role as appropriate to their development needs.

PLEASE NOTE: This post is operational, and work is completed on site, it will also require occasional overnight stays as part of the travel rota the team participate in. The post holder will also need to work out of hours as part of the on call rota but also for planned project work. Overtime and travel expenses are paid to cover this work.

Working to the ICTS Support Team Leader as part of the Service Desk you will be involved in many duties such as:

• Providing desk side and remote 1st and 2nd IT and telecoms support to all departmental staff on desktop, devices and server-based applications, as well as VTC, telecoms and other supported tech systems on a daily basis;
• Playing key role in the flexible provision of daily office shift cover (8:12hr day including lunch) between the hours of 8am to 7pm, Monday to Friday)
• Be a part of the on call duty rota covering out of hours on support issues.
• Setting up and troubleshooting national and international comms links on a daily basis, working with international government tech teams to resolve issues and strengthen services.
• Supporting Wi-Fi Networks with devices and guest accounts across the estate
• Supporting VoIP Telephony by providing 1st line support.
• Inducting and training users on supported software, including secure mobile working devices and phones.
• Providing occasional overnight support on official trips as tech support staff or the lead ICTS Officer (dependent on experience) as part of the PMs travel team. Please note this is usually for a few days away but could be up to two weeks away from home.
• Troubleshooting technical incidents on client software for Office365 products
• Setting up, supporting and maintaining Apple products such as iMacs and Mac laptops, iPhones, iPads, etc.
• Setting up, supporting and training users on Microsoft Teams set-up across the No10 Estate for meetings, chat and document collaboration.
• Administering active directory for starters/transfers/leavers and staff changes.
• Building, supporting and troubleshooting issues on PCs, laptops and corporate mobile, secure equipment and other related hardware.
• Taking part in software and hardware installations and rollouts, upgrades and writing and updating associated documentation for both system administers and users.
• Contributing to many other technical and business duties needed during the course of a day at No10.

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
• Able to support users in a technical ICT service desk environment
• Experience of resolving 1st, and 2nd line support in person and remotely, managing and maintaining desktop equipment such as printers, monitors, phones for at least 1 year.
• Able to use call logging software and configuration management databases to record issues and requests raised and manage hardware.
• Abel to set up, troubleshooting, and supporting users in Microsoft Active Directory networks, using Windows 10, Office 2016 & O365 including SharePoint 2016 and Teams.
• Able to set up and troubleshooting Apple devices and Macs.
• ICTS hardware maintenance and troubleshooting abilities for PCs, laptops, desk phones, mobile devices and other similar components.
• 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
• Prioritisation, team working and escalation skills
• Excellent customer service skills

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:

A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.

Benefits

Alongside your salary of £38,250, Cabinet Office contributes £10,327 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Application process

As part of the application process you will be asked to complete a CV demonstrating your job history and qualifications as well as four 250 word behaviour statements. Further details around what this will entail are listed on the application form

Should a large number of applications be received, an initial sift may be undertaken using the lead Behaviour, Managing a Quality Service. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

Your application will be assessed against the behaviours listed below.

• Managing a Quality Service
• Making Effective Decisions
• Working Together
• Delivering at Pace

Please use the STAR method to explain how your experience matches the behaviours required for this post.

The STAR method , National Careers Service

Selection process

Candidates successful at sift stage, will be invited to Interview Stage 1, which will consist of a Behaviours & Strengths based face-to-face interview, the strength questions are ones in which we wish to gain your initial response.

Candidates successful at Interview Stage 1, will be invited to come in for an assessment day as part of Interview Stage 2. Further information will be shared with candidates shortlisted to stage 2.

Expected timeline (subject to change)

Expected sift date – May 2024
Expected interview date/s – Late May or early June
Interview location - 10 Downing Street, London

Further information

Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to Cabinet Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

Please note that this role requires DV clearance, which would normally need 10 years UK residency in the past 10 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.

For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading. 

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. 

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

Existing Civil Servants and applicants from accredited NDPBs are eligible to apply, but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

New entrants are expected to join on the minimum of the pay band.

Reasonable adjustments

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. 

If you need a change to be made so that you can make your application, you should: 

• Contact Government Recruitment Service via cabinetofficerecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. 
• Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.

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 developed vetting (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

Open to UK nationals only.

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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.