No10 ICTS Senior Support Analyst

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 world class Private Office support; the diverse No10 teams draw 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 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.

Main Duties

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).
• The post holder must be able to travel occasionally to No10 North or other locations required as part of their role.
• 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.
• This is a Reserved Post which is open to "Sole UK Nationals" only. A sole UK national’ refers to an individual who holds citizenship solely in the UK, without dual citizenship or nationality from another country.

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

Please note, this role is office based only and requires regular national and international travel.

Additional information:

Cabinet Office policy is that a minimum 60% of your working time should be spent at your principal workplace. For some roles, due to their nature and the business need, this may be up to 100%. Requirements to attend other locations for official business will also count towards this level of attendance.

Behaviours

We'll assess you against these behaviours during the selection process:

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

Technical skills

We'll assess you against these technical skills during the selection process:

• Microsoft 365, Active Directory and cloud platforms

Benefits

Alongside your salary of £42,409, Cabinet Office contributes

£12,285 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
• A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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

Application process

Please include your CV covering your previous employment including names of employers and your role along with 250-word Behaviour statements against the Behaviours listed on the advert.

Further details around what this will entail are listed on the application form.

The behaviours that will be assessed are the following:

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

Should a large number of applications be received, an initial sift may be undertaken using the lead Behaviour, Managing a Quality Service .

Selection process

Your application will be assessed against the behaviours outlined in the job description. Please use the STAR method evidencing your actions when writing about your experience. You can find out more about it here The STAR method , National Careers Service .

Candidates successful at sift stage, will be invited to a face-to-face panel interview. The interview will consist of questions based on the Behaviours listed in this job description, Technical and Strength-based questions.

• Expected timeline (subject to change)
• Expected sift date – September
• Expected interview date/s – September

Interview location - 10 Downing Street, London. Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.

Reasonable Adjustment

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 y