Service Desk Analyst

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As one of the world-leading competition and consumer agencies, the employees of the Competition and Markets Authority (CMA) rely on outstanding IT support to work effectively on competition cases for the public good. To ensure this continues, we have an opportunity for a customer focused IT support professional to play a key role supporting IT users at the CMA.

Joining the Technology and Business Services Department, you will be responsible for responding to technical support queries and restoring IT users back to an acceptable working condition with minimal disruption. This will include providing IT and telephony support with mobile, handheld and laptop devices, resolving any hardware or software problems and ensuring all requests, incidents and problems are logged with the service desk.

You will also be responsible for supporting the CMA joiner and leaver process, which will include the deployment and retrieval of equipment, creating and disabling user accounts, laptop imaging, profiling, software application deployment, assigning permissions, handing over laptop and mobile phone devices and occasional one-to-one training.

The role will also involve maintaining user accounts within Active Directory, MS Exchange, MS Azure and providing support for Microsoft 365 applications such as MS Teams, OneDrive, SharePoint and other end user business applications. You will also carry out daily routine system checks on applications and support the management of security breaches.

Proven experience of Microsoft Operating Systems and Microsoft 365 applications (SharePoint OneDrive, MS Teams), Active Directory and Exchange is essential, along with experience of providing support with devices such as laptops, tablets and/or mobile phones. Proven knowledge of ITIL methodologies, excellent organisational skills and the ability to work collaboratively with staff and external suppliers is equally important.

In return, the CMA is a hugely rewarding and stimulating place to work for the public good and to stretch and develop yourself in doing so. All CMA staff enjoy generous benefits, including an excellent pension scheme, at least 25 days leave (increasing to 30 over five years), and generous maternity/ paternity leave provision. You can also take advantage of interest-free season ticket loans, a cycle to work scheme and favourable consideration of flexible working.

The CMA may require you to work from home to continue delivering our objectives during the COVID-19 pandemic period. Any remote or home working arrangement is temporary only and does not constitute a permanent change to your designated place of work or working conditions.

To find out more about this opportunity and about working for the CMA, click on the Apply button.

Closing date for completed applications: 01 March 2021 at 23.55 pm.

 Any move to the CMA 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/

The CMA is an accredited Disability Confident Employer and are Stonewall Diversity Champions. As an equal opportunities employer, we welcome suitably qualified applicants from all backgrounds and recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.