Job Vacancy Device Management Analyst

The Opportunity

The PDS are recruiting for a Device Management Analyst to join our Technology team. The PDS are a joint department that supports both the House of Commons and the House of Lords. Together, our team of over 450 dedicated and professional digital colleagues provides technology and intranet services to all Parliamentary users. We're also responsible for the strategic direction of Parliament's digital offering through its Digital Strategy. Day to day, we deliver and manage Parliament's digital platforms, including the website.

As a Device Management Analyst within the Platforms Directorate, you will provide third line support for Device Management Technology-related services at Parliament, both to projects and in business as usual.

This will involve technologies that support the deployment and management of operating systems across a variety of hardware types alongside the management of the devices in the hardware catalogue.

As a Device Management Analyst you will be responsible for:

• Operating Device Management technologies to configure devices, including: desktops, laptops, macs, mobile devices and digital signage.
• 3rd Line support for Device Management services. Manages requests for support from service desk, other service delivery staff and/or users. Prioritises requests in accordance with agreed criteria and promptly allocates unresolved calls as appropriate.
• Logs Requests for Change for Device Management systems and follows the standard process for obtaining approvals and the Change implementation.
• Investigates and resolves requests for support by means of for example: making system modifications, developing work-arounds enhancements, manipulating data, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers.
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures; and ensures that documentation is available and accessible to all who need to use it.
• Monitors the progress of requests for support and ensures users and other interested parties are kept informed; and effectively manages customer expectations to ensure excellent customer service.
• Assists with active monitoring and reviewing the performance of the Device Management services, managing availability, capacity and supporting the team during major incidents. Notes problems and identifies performance trends and statistics. Referring to more senior colleagues where necessary, takes corrective action to improve performance and to avoid problems arising.
• Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
• Conducts investigations of operational problems and makes proposals for improvement. Participates in reviews of systems performance, provide advice, and assist service specialists or other system or service providers to plan details of amendments and upgrades to systems.
• Supports project work alongside BAU duties, prioritising tasks using team tools and methods.

What You Need

• Understanding of using management systems (Microsoft Configuration Manager, Group Policy, Intune, JAMF Pro) to configure applications and operating systems (Microsoft Windows, macOS, iOS and Android).

• Some knowledge of application packaging and deployment, including device patching across Microsoft Windows (workstations and servers), macOS, iOS and Android operating systems, including but not limited to a broad understanding of the management platforms available.

• Understanding of what's involved in operating system deployment, management and image creation including device enrolment in to MDM systems.

• Experience in configuring and supporting print services provided to multiple user groups within an organisation.

• Experience of working within an ITIL framework; managing incidents, requests, changes and problems through a service desk system. An understanding of the pressures and challenges of working within a third line support team.

• Understanding of what comprise enterprise hardware, and how an organisation's hardware catalogue is constructed to meet the needs of user groups, cyber and information security and IT system administration.

• MacOS, Windows Operating Systems, Microsoft Configuration Manager, Android, IOS, Group Policy, MDM (specifically Microsoft Intune), Jamf Pro, Systems Administration (including printing), Network fundamentals, Citrix Cloud.

About The Team

Device Management is a part of the PDS Technology Team. It is responsible for the types and specifications of devices used across Parliament - laptops, desktops, mobiles, tablets and beyond. It works with the Hardware Asset Management team to ensure that the hardware catalogue contains the right devices to balance value for money, manageability and useability.

Device Management also owns Operating Systems - their configuration, deployment and ongoing maintenance, including Windows 10, MacOS, iOS and Android. It is further responsible for the packaging, deployment and maintenance of applications to each of these operating systems, and can include both fully managed and bring your own device scenarios.

Print is also owned by Device Management - all print services across Parliament users.

About Us

UK Parliament is steeped in history and tradition. It is an important part of UK life and we need to ensure as many people as possible can engage with its work. This is why we are at the start of a huge transformation programme powered by technology. The Parliamentary Digital Service (PDS) works with the House of Commons and the House of Lords with all their IT and digital needs. We are here to realise the digital ambitions of a modern Parliament and welcome you to join us in building a digital democracy.

Our Package

Please refer to our Candidate Information Pack for a full list of our benefits which include:

• up to 35 days annual leave in addition to bank holidays
• generous maternity pay policy up to 6 months full pay
• great pension scheme options (contributory and non-contributory)
• on-site subsidised gym, nursery, catering, post office, travel office and GP
• flexible options including hybrid working and family friendly policies

How To Apply

Please make sure you're clear on the requirements of the role. These can be found in the Job Description and Candidate Information Pack. You will need to upload a CV and show how you meet up to the first five criterion. Our application process is anonymous, so please remove any personal information from your CV.

Apply By:

Interviews: W/C 1st Dec

Format: Panel Interview (Remote)

Our Culture

For our people, we provide an amazing opportunity to bring their talents to an institution that sits right at the heart of society in the UK. We are helping to change UK Parliament and strengthen democracy. What matters here is your potential for growth and your commitment to playing your part in our ongoing success.

We are passionate about providing an environment which promotes inclusion, diversity and equality. Regardless of your age, gender, ethnicity, beliefs or any of the other things that make you, you. We welcome applications from people who feel under-represented in the workforce. This includes those who may feel disadvantaged because of their socioeconomic circumstances.