Download HEO ICT Candidate Booklet.pdf
Download HEO ICT Application Form.docx
This role supports the delivery, operation and continuous improvement of ICT services across the organisation. The post holder may work across multiple ICT domains, including cloud (Azure) and network services, end user and helpdesk support, mobile device management (IOS), security (NIS2) and business application support and projects. The role is designed to be flexible to meet evolving organisational and technology needs.
The following is a non-exhaustive list of key accountabilities that are typically allocated, but are not limited to, the role:
- Provide technical support and operational assistance across ICT services, including end user devices, applications, mobile phones, cloud platforms and network services.
- Troubleshoot and resolve incidents and service requests, escalating where appropriate in line with ICT service management processes.
- Support the configuration, maintenance and ongoing administration of ICT systems and services.
- Assist with the rollout of new systems, upgrades and changes, including user support during transition phases.
- Assist in the analysis of business and technical requirements and contribute to the identification of appropriate ICT solutions.
- Support cloud, network or infrastructure services (e.g. Azure environments, identity management, connectivity, device management) in line with agreed standards.
- Participate in system testing, including user acceptance testing and validation activities.
- Maintain accurate technical documentation, procedures, and knowledge base articles.
- Operate ICT services in accordance with organisational policies, security standards and regulatory requirements (including NIS2 where applicable).
- Support the secure management of user access, devices and data.
- Assist with vendor and service provider interactions, including logging issues and monitoring service delivery.
- Work collaboratively with ICT colleagues across infrastructure, operations, security and data teams.
- Engage with business users to understand issues, provide guidance and improve service quality.
- Contribute to service improvement initiatives, small projects or workstreams as required.
- Support change management activities, including communications, training and user guidance.
- Monitor vendor performance, escalate issues, and ensure compliance with contract requirements.
- Manage and prioritise workload effectively to meet service objectives and agreed timeframes.
- Where required, support or supervise staff or contractors and contribute to a positive team environment.
- Carry out any other duties appropriate to the role and grade, in line with operational needs.
- Education: A Level 7 qualification (or higher) in Information Technology, Computer Science, Engineering, Business Information Systems, or another relevant discipline.
- Experience: 3 years’ relevant experience working in an ICT environment, such as service desk, application support, technical operations (Cloud/ Infrastructure), or security.
- Systems: Experience supporting users, systems or services in a structured ICT environment.
- Soft Skills: Strong problem solving, communication, vendor management and interpersonal skills.
- Teamwork: Ability to work effectively both independently and as part of a team.
- Experience in two or more of the following areas:
- Cloud platforms (e.g. Microsoft Azure)
- Application Support – Business Analysis
- ICT service desk or end user support
- Networks or infrastructure support
- Mobile device and endpoint management
- ICT Security – NIS2 and ISO27001
- Certifications: Relevant certifications (e.g. ITIL, Microsoft, networking, Business Analysis, Project Management or Security certifications).
- Technology: Experience working with Microsoft enterprise technologies (e.g. Microsoft 365, Dynamics, Sentinel, Defender, Entra ID, Intune, Power Platform).
- Methodology: Familiarity with ICT service management practices (e.g. Incident, Request, Problem and Change management).
- Innovation: Experience driving innovation and introducing new technologies.
- Sector Knowledge: Knowledge of public sector environments, governance or procurement processes.
Download HEO ICT Application Form.docx
