Accounts and Access Analysts

☞ Department for Education

View: 104

Update day: 11-06-2024

Location: Nottingham East Midlands

Category: Accounting / Auditing Finance / Bank / Stock

Industry: Information Technology Services Nonprofit Organization Management Financial Services

Position: Entry level

Job type: Full-time

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Job content

This role sits within the User Support team, which is part of End User Services function within Digital & Technology who are responsible for the delivering, managing and operating the corporate IT services to the department. Our aim is to provide modern, reliable and flexible services that allows simple, secure access to departmental services, deploying and managing modern desktop devices, using industry best practice.

Accounts and Access are responsible for delivering a reliable and timely service consisting of Active Directory Administration, SharePoint Online Workplace access and Exchange Management Console. Working to the Accounts & Access Manager, you will play a central role in ensure that all users have appropriate and secure access to the DfE IT estate.

The role of the Accounts and Access Analyst is to ensure that our DfE colleagues are up and running as soon as possible. You will be the first point of contact for over 9,500 users both internal and external.

You will take operational responsibility for managing your own workload, which will consist of incidents and requests and you will form part of our busy online support service.

You will always be looking for ways to improve processes and ways of working. You will work collaboratively across End User Services, and HR to ensure that our users needs are met and liaise with internal stakeholders to identify pressing issues and service improvements.

You will be responsible for maintaining business critical services in a fast-paced, pressurised environment and you will be able to stay calm under pressure.

Responsibilities

Person Specification

  • Deliver high quality support services for a range of IT systems and services, many of which are business critical.
  • Use Active Directory to create, and administer accounts that are used by both internal and external stakeholders.
  • Ensure all requests received within the team queue are reviewed, and handled within the time frames specified for the SLA/priority assigned.
  • Complete all SharePoint Online Workplace requests, and technical queries, working closely with Knowledge and Information Management team enhancing and developing best practices.
  • Make extensive use of the organisations IT Service Management Toolset, aligning to the DfE Service Management Toolset, aligning to the DfE Service Management framework and processes.
  • Ensure processes and systems are well documented following security guidelines and current best practices, reviewing such processes regularly, revising as and when required.
  • Develop and maintain effective working relationships with key stakeholders and users to help understand their business requirements and priorities.
  • Transform DfE’s User Support Services, driving continuous improvement, automation and self-service.
  • Carry out testing of new system functionality where appropriate.

    Essential Criteria

  • Experience of working with Active Directory.
  • SharePoint Online experience.
  • Demonstrable skills in supporting, troubleshooting and resolving end-user technical issues with Microsoft products including Office 365 and Windows 10.
  • Experience of Exchange Management Console.
  • Technical knowledge of Desktop services – hardware, software, connectivity and operating systems.
  • Excellent communication skills both written and verbal.
  • The ability to use your own initiative to aid in diagnostics.

    Desirable Criteria

  • ITIL v3 or v4 foundation or demonstrable understanding of the ITIL methodology
  • Working knowledge of ServiceNow
  • Previous experience of working in a busy team where priorities can change frequently
  • Windows 10 experience

    Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision.
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    Deadline: 26-07-2024

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