The Policy Research Unit (PRU) is a pooled research facility for around 290 Conservative MPs from the front and backbenches, based in the House of Commons. Cross Reference is a constituent casework management system that the PRU provides, developed specifically to help Members of Parliament and their staff manage their policy and casework correspondence with constituents.

We are looking for an IT Support Analyst to provide support for clients of Cross Reference. This opportunity to begin or advance a career in Parliament will be ideally suited to someone who wants to work in a policy environment, but whose background and career interest is in IT.

Key responsibilities

• Being an expert in how Members and their staff use Cross Reference, appreciating its role in supporting Members in their duties.
• Answering technical support queries via telephone, email and online web chat with a high level of customer service.
• Troubleshooting issues raised by logging remotely into customers’ computers.
• Logging and updating all calls and cases on the company’s system.
• Providing demonstrations and training for users.
• Assisting with any other aspects of the day-to-day running.

Candidates must demonstrate previous IT helpdesk or technical support experience, plus a genuine interest in working in Parliament. Other requirements will include excellent verbal and written communication skills, excellent organisation skills and attention to detail, strong IT skills including Office 365 and preferably some experience of using a CRM or customer service system. Some knowledge of 2008/2012 Server maintenance, SQL and .Net would be desirable. It will be essential to appreciate the sensitive nature of the information held in Cross Reference and the wider Parliamentary context, and show appropriate discretion.

You should bear in mind that the PRU’s subscribers are Conservative MPs and must be comfortable supporting them in their Parliamentary duties.

We actively promote a policy and practice of equality of opportunity in recruitment and employment for all our people - regardless of their age, gender, sexual orientation, ethnicity, faith or physical ability. The Unit is always open to requests for flexible working, although this is a customer-facing role and there will be limited opportunities for working away from the Parliamentary estate.