MCS Group is thrilled to be partnering exclusively with Invest NI as they seek to appoint an ICT Analyst to their growing Customer Services Team. There has simply been no better time to join this leading organisation, renowned for supporting new and existing businesses across the province to compete on an international stage, while attracting investment to Northern Ireland. Invest NI's ICT Team has embarked on a period of significant growth, with this opportunity affording the successful ICT Analyst the chance to provide leadership, senior technical advice and support to Invest NI both locally and internationally as part of a busy service desk function.
About the Role
The ICT Analyst will provide 1st Line support for all ICT services providing technical advice and guidance to internal customers both locally and internationally.
They'll be heavily involved in 2nd Line support and act as an escalation point for end user elements of our environment including software and hardware.
Resolving service desk calls on first receipt, where possible.
Identifying and analysing broader technical and system issues helping to find appropriate solutions and providing guidance to the wider team.
Provide Technical guidance, working with the wider ICT management team, to the Customer Services Team. Continuously developing the knowledge of the front-line team, reducing the number of calls that need 2nd line escalation.
Developing and maintaining knowledge base and user guides.
Basic support of Local and Wide Area Networks & support of a Windows Active Directory infrastructure.
Assisting with Network monitoring, troubleshooting and problem resolution.
Assisting with support of telephony including fixed and VOIP.
Ensuring all information relating to service desk calls and IT assets are accurately recorded and updated.
Responsible for the Business Case development / monitoring, Procurement, contract management, maintenance and support of circa 450 mobile phones and contracts across multiple networks both in NI and internationally.
Leading on projects for (hardware, software and services) including scoping requirements, writing business cases, procurement, managing suppliers, building project plans and completing/coordinating actions to ensure the project is delivered.
Contributing to the development of large and complex business cases.
Configuration and automated deployment of software applications.
Contribute to and encourage an ethos of customer focus.
Managing staff directly and indirectly as required.
Experience of a range of ICT technologies which must include:
- Troubleshooting software, network and hardware technologies.
- Supporting a Windows 10 based desktop environment.
- Experience of Active Directory management and maintenance.
- Experience of automated deployment software (such as SSCM) and patching end user devices.
Customer focused with an ability to deal effectively with end user IT problems, managing expectations, providing solutions and escalating when necessary.
Experience of working in a challenging ICT Service Desk environment that involved supporting a diverse and demanding range of users and solutions.
Experience of building a strong rapport with customers, improving customer service levels, processes and performance.
An ability to motivate, collaborate with and mentor and lead others, with a successful track record in providing direction.
Experience of writing either business cases, user documentation or communication plans.
Terms, Conditions, Benefits
Salary: The salary range for the position is £31,137 - £32,800 per annum (SO Grade, 2019 Pay Scale). The entry point on the salary range for the successful candidate will be the minimum of the range. An annual ICT Allowance of £3,713 will be paid (backdated) after 6 months.
Pension: You will be eligible to join the Principal Civil Service Pension Scheme Northern Ireland (PCSPSNI).
Equality of Opportunity
Invest NI is an Equal Opportunities Employer. Invest NI is committed to equality of opportunity and welcomes applications from suitably qualified people from all sections of the community. At this time, it particularly welcomes applications from people with disabilities and from minority ethnic groups.
Select 'Apply Now' to request a Candidate Pack for this ICT Analyst role that will further highlight the opportunities of joining the ICT team at Invest NI.
Applications will close on 23rd October at 5pm. Please allow enough time to complete the Application Form (that will be supplied in the Candidate Pack) if you meet the essential criteria for this ICT Analyst role.
Experience: 0 yrs