Senior ICT Desktop Support Analyst

Job title:

Senior ICT Desktop Support Analyst

Company

Teagasc

Job description

Job DescriptionDuration:Permanent . A panel may be formed from which future similar vacancies may be filled; such a panel will remain active for a maximum period of 12 months.Basic Function:Teagasc is currently seeking to fill two positions for Senior ICT Desktop Support Analyst, The appointees will support ICT operations and services across the organisation. Responsibilities will include providing the ultimate level of support for end user and print devices including computer hardware and software with a focus on Software Asset Management, while improving overall customer service and efficiencies in the delivery of ICT services.The appointees will, in conjunction with external business partners and other ICT Staff, manage the desktop software asset management practice, including the maintenance of deployed software in a secure state.Background:The ICT Department plays a pivotal role in supporting Teagasc to achieve its mission of providing leadership and support to Irish farmers and food companies in achieving a sustainable food system. The department provides services to over 1,300 employees across 50 locations in addition to students and contractors throughout Ireland. There are currently 31 staff members organised into five units – Applications, Application Development, Technical Services, Service Delivery, Research & Innovation and Security & Continuity.The Service Delivery team provide service desk user and technical advice and are responsible for the specification and procurement of PC’s, laptops, printers and other end user equipment. The team are also responsible for keeping desktop software and licencing up to date.Hybrid Working:Applications under the Home Working and/or Remote Working polices of the Agile Working Programme may be considered for up to 2-3 days per week.Diversity & Inclusion:At all levels in Teagasc, we believe in growing and keeping alive an open, diverse and inclusive workplace which is respectful to all and nurtures different perspectives, for the benefit of all in the organisation. We are committed to the principles of ‘Equal Opportunities, No Barriers, Active Inclusion’. We actively welcome applications from people from diverse backgrounds.Interviews: It is intended to hold interviews for this post week commencing the 6th of May 2024.Job ObjectivesMain Duties and Responsibilities:The main duties and responsibilities will include:

• Member of a team responsible for delivering End User Device services and support within Teagasc (including PCs, Laptops, Printers, tablets and other technologies).

• Applying Expert/Systems Knowledge: Systems administration of Windows 10 & 11, Active Directory (including Group Policy), System Center Configuration Manager (SCCM) & Microsoft cloud technologies: Microsoft 365 (inc.. Desktop Analytics), Azure AD, & Microsoft Endpoint Manager

• Applying Expert/Systems Knowledge: Provide support and guidance to managed service partners on the application of Teagasc policies, processes, procedures and standards.

• Applying Expert/Systems Knowledge: Application of asset and configuration management tools (such as PowerShell, SCCM, MEM or any SAM product) to improve service levels and achieve process efficiencies.

• Software Asset and Configuration Management – Automated PC software and hardware installation and troubleshooting.

• Procurement – acquisition of software and hardware including drafting, review and evaluation of Tenders.

• Participation in Supplier and Contract Management.

• Hardware/IT Asset Management – Tracking and reporting the use and ownership of hardware/IT assets throughout their lifecycle.

• Software Asset Management – Tracking, reporting, securing and optimising the use and ownership of software assets throughout their lifecycle (including license management).

• Release And Deployment Management (Hardware and Software)

• Lead planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business (while protecting the integrity of existing services).

• Incident management and resolution.

• Problem detection, logging, categorisation, prioritization and problem investigation and diagnosis, including attendance at problem management meetings as required.

• Interview and supervision of student placements.

• Project management of service delivery related projects.

• Contribute to the maintenance and development of the ICT Service Catalogue.

• Strategic Partnerships – working closely with the ICT Service Delivery Manager in developing strategic partnership relationships with managed service providers and vendors.

• Information Security (Patching) – Patching includes creation, testing and distribution of security updates.

• Research emerging technologies, architectures, service models and products.

• Fully co-operate with the provisions made for ensuring the health, safety and welfare of themselves, fellow staff and non-Teagasc staff and co-operate with management in enabling Teagasc to comply with legal obligations. This includes full compliance with the responsibilities outlined in the Safety Statement.

• Assist Teagasc in meeting the commitments of the Customer Service Charter and Action Plan.

• Actively participate in the annual business planning, risk management and Performance Management Development Systems (PMDS) processes.

• Take responsibility for their own on-going personal and professional development.

• Carry out such other duties as may be assigned from time to time.

• This job specification is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive. Duties and responsibilities will be reviewed with the post-holder from time to time.

Skills RequirementPerson Specification:EssentialDesirableQualifications/ Experience

• 3 to 5 years relevant experience of asset and configuration management processes and technologies.
• Candidates must have a Level 8 degree as recognised on the National Framework of Qualifications in Computer Science, Information Technology or other relevant discipline.

• Specialist Software Asset Management certification: IAITAM Certified Software Asset Manager (CSAM), BSA Verafirm Certified Software Asset Management Professional, or ITAMOrg Software Asset Management Specialist (SAMS).
• PRINCE2 Project Management certification.
• Microsoft certification for Azure, Microsoft Endpoint Manager, Office, Microsoft 365, System Center and Windows 10 & 11.
• ITIL v3/2011 or v4 certification.

Knowledge/ Skills

• Managing Information: setting up information management systems, including designing the method of processing, training staff and customising outputs for business users.
• Communicating and Influencing: able to implement effective and efficient communication systems; able to persuade and influence others; able to skilfully negotiate with customers and suppliers.
• Promoting Customer Service Orientation: anticipates changing needs of our service customers and is pro-active at developing effective solutions.
• Procurement and Supplier Management skills.
• Experience of ICT Project Management: ability to lead projects and guide team members to achieve deliverables.
• Fluent in English
• A proven track record of at least 5 years working in an IT end user computing environment with similar responsibilities.
• Good technical understanding of Microsoft desktop environment technologies.
• A basic knowledge of the ITIL Service Management methodology.

• Public sector procurement experience.
• An understanding of Apple iOS devices.
• Microsoft Windows BitLocker administration skills.
• SysAid ITSM administration skills.
• Data privacy knowledge.

Behavioural Competencies

• Decision making within the business context: proactively consulting and collaborating with others to achieve the best solutions to work issues.
• Structured Work Approach: Self-disciplined, organized and methodical.
• Promoting a Quality Service: clearly set out standards and monitor performance against these (for example, service level management of service partners) and actively seek to improve existing processes and systems on a continuous basis.
• Managing Resources Efficiently: plan and organise people and other resources to meet goals within agreed timescales, by tracking and monitoring work in progress and taking appropriate corrective action.
• Positive and Supportive Leadership: lead by example and give encouragement and feedback to colleagues.
• Understanding the Business Context: Understanding the broader context that their works fits into and exercising judgment to achieve the best work solutions
• Managing Information: structuring the collection and recording of accurate data as well as gathering and disseminating information to relevant groups in a user-friendly manner.
• Promotion of Teamwork and Collaboration: make an active contribution to meeting the objectives of the team by applying expertise and encouraging the sharing of ideas.
• Flexibility and Change: identify changing requirements and shifting work priorities and put in place an appropriate response.
• Initiative and Action Orientation: actively suggests and implements improvements to work processes and works with a high degree of independence yet knows when the involvement of others is required.
• Personal Coping Skills: be resourceful, appropriately assertive, resilient and sustain performance and composure when managing multiple priorities and competing demands.
• Continuous Professional Development: Looks to broaden their contribution areas through further training or qualifications, and gives example and support to other colleagues.

Other

• Candidates must satisfy and continue to satisfy during employment with Teagasc, legal requirements to drive unaccompanied on Irish public roads.

Note: The ‘essential’ qualifications, knowledge, skills and behavioural competencies outlined above are ‘must-have’ which will be used in the selection process.Note: Alternative location(s) may be considered solely at the discretion of Teagasc management

Expected salary

€49506 per year

Location

Carlow

Job date

Wed, 27 Mar 2024 01:00:53 GMT

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