TechHub Support Analyst

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Please note this role will close at 00.01 on the 25th June so we advise making your application by midnight on the 24th June.

About Ofcom

As the UKs communications regulator were delivering vital work that helps keep the UK connected and shapes the future of how well stay connected with each other.

Our work covers everything from phones and broadband through to TV radio the postal service and wireless devices. Were also taking on the challenge of making the online world a safer place. And we need people of all backgrounds skill sets and experiences to help us achieve our goal of making communications work for everyone.

About the team youll be part of

Youll be joining our friendly and dedicated Local TechHub Support Team who are passionate about delivering a first-class face-to-face ICT support experience. Working collaboratively with our trusted outsourcing partner we provide hands-on support for hardware software audio visual and telephony services to over 2000 colleagues across Ofcoms London headquarters and seven regional offices. We take pride in creating a welcoming environment where every team member is valued supported and empowered to make a real difference.

Purpose of the Role

As a TechHub Support Analyst (TSA) you will be the face of Ofcom ICT placing colleague experience at the heart of every interaction. Youll provide responsive high-quality support by resolving incidents fulfilling service requests and championing a positive ICT experience.

The TSA takes a proactive approach to diagnosing and resolving problems sharing knowledge with colleagues and promoting the effective use of ICT solutions. Youll play a key role in gathering feedback from colleagues and ensuring it is communicated internally to help drive service improvement.

In addition to day-to-day support you will collaborate with the Service Management and Programme Delivery teams to help maintain service levels support new or changing ICT services and contribute as a technical resource in project delivery.

Your key responsibilities

You will be supported by the wider TechHub team and ICT colleagues to develop a good working knowledge of the following skills:

Advice & Guidance: Specialist advice

• Maintains expert-level knowledge of Microsoft 365 apps including Teams Excel PowerPoint Outlook OneDrive SharePoint Loop OneNote Power Automate Forms and Planner.
• Regularly updates expertise in Microsoft Endpoint Management including SCCM and MDM solutions.
• Delivers expert advice training and support on meeting room technologies such as Microsoft Teams Teams Town Hall Webinars O365 and room booking systems.
• Promotes and shares specialist knowledge across the organisation.
• Supports trains and educates colleagues on Ofcoms cyber security policies covering cyber hygiene phishing threats social engineering and phishing-resistant MFA.

Stakeholder Management: Customer Service Support

• Provides colleague centric service acts as the routine contact point receiving and handling requests for support.
• Assists with the resolution of incidents and problems by using the most appropriate internal and external resources.
• Undertakes regular proactive floor walking activities including weekly site visits to the Ofcom Warrington Office.
• Ad-hoc support to our nation sites including Cardiff Birmingham Edinburgh Belfast and London to meet business needs.
• Provides remote support for over 2000 colleagues over Teams Virtual TechHub chat service.
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Assists with the development of standards and applies these to track monitor report resolve or escalate issues. Contributes to creation of support documentation.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

Service Operation: Systems and Software

• Reviews and identifies software updates and patches that merit action.
• Maintain and administer mobile device management using Microsoft Endpoint Manager
• Optimise system software to maximise hardware functionality. Installs and tests new versions of system software.
• Investigates software issues and coordinates the resolution of potential and actual service problems.
• Installs or removes hardware and/or software using supplied installation instructions and tools including handover to colleague or stakeholder.
• Uses standard procedures and diagnostic tools to test installations correct problems and document results.
• Records details of all components that have been installed and removed.
• Uses agreed procedures to create and maintain an accurate register of assets.

Service Operation: Application Support

• Maintains application support processes and checks that all requests for support are dealt with according to agreed procedure and in line with TechHub Service Level Agreements (SLAs).
• Uses application management software and tools to investigate issues collect performance statistics and create reports.
• Guides colleagues on standard and approved software suite including licensed apps non-standard applications and 3rd party service ensuring unsanctioned software is not introduced without following the exceptions policy and process.

Service Operation: Incident Management

• Prioritises and diagnoses incidents according to agreed procedures offering colleagues timely updates on actions taken.
• Investigates causes of incidents and gathers information to enable resolution.
• Escalates unresolved and aged incidents.
• Facilitates recovery following resolution of incidents.
• Maintains detailed and accurate incident record.
• Contributes during major incident resolution including Security breaches.
• Documents and closes resolved incidents according to agreed procedures and SLAs.

Service Operation: Problem Management

• Investigates problems in systems processes and services.
• Works with 3rd parties to track and report until resolution.
• Assists with the implementation of agreed remedies and preventative measures.
• Initiates and determines actions to investigate and resolve problems in systems processes and services.
• Contributes to 3rd party forums around software and product improvements proactive in participation on Microsofts Feedback Portal

The skills knowledge and experience you will need for success

Decision Making

• Evaluating Problems - Identify and solve issues by using well-thought-out strategies. Consider different angles and potential solutions to resolve concerns.
• Generating Insights - Use evidence-driven methods to gather insights and make well-founded decisions based on thorough analysis.
• Trailblazing Ideas - Bring fresh perspectives through creative and original ideas that improve processes policies or services.
• Scanning Horizons - Grasp the bigger picture foresee upcoming trends and challenges and ensure actions and decisions are in sync with long-term objectives.

Planning Project & Programme Delivery

• Take ownership of incidents requests and project tasks providing timely updates.
• Apply ITIL and project management practices to ensure smooth delivery.
• Recognise and escalate risks or constraints to service delivery.
• Collaborate effectively and use available resources efficiently.
• Balance teamwork with personal accountability to meet deadlines.
• Organise tasks and set clear goals managing resources wisely while keeping an eye on progress.
• Remain flexible in the face of change anticipating and adjusting to shifts.

Relationship Management

• Work closely with subject matter experts and application owners to resolve technical issues.
• Build strong working relationships with colleagues external partners and suppliers to improve service outcomes.
• Stay up to date with evolving ICT topics and handle queries with efficiency and professionalism.
• Build and nurture positive relationships with people inside and outside the organisation.
• Work effectively with others creating an honest team environment and sharing valuable information and resources.

Communication (Written & Oral)

• Create clear user-friendly technical content to support colleague self-service.
• Communicate confidently and credibly with diverse audiences.
• Adapt communication style to meet different user needs.
• Express your ideas thoughts and information in a clear and concise manner ensuring messages are understood by everyone.
• Guide opinions and decisions with compelling communication and persuasion techniques looking to get everyone on the same game plan.

Problem Solving & Analysis

• Use a structured evidence-based approach to understand and resolve technical issues.
• Choose appropriate tools and data sources to support troubleshooting efforts.
• Demonstrate creativity and flexibility in finding effective solutions and adapting to new information.

Technical Knowledge & Expertise

• Support medium-to-complex incidents requests and project activities.
• Confident use of ServiceNow or similar service/CRM systems.
• Understand and apply Service Management and Project Management frameworks.
• Refer to technical documentation and resources to assist users and resolve issues.
• Strong working knowledge of:
• Windows 11 and Microsoft 365 (including Exchange Online and Teams)
• Active Directory Group Policy Windows Server and print server environments
• Working knowledge of network fundamentals including:
• Layer 2/3 DNS DHCP TCP/IP LAN/WAN Firewalls switch management Cisco technologies
• Audio-Visual support including:
• Basic-to-intermediate understanding of AV systems such as PA systems vision/audio mixers interactive displays and Teams integration for live events
• Take ownership of your learning through tools like LinkedIn Learning and support continuous knowledge development.
• Show your commitment to growing and developing. Pursue opportunities to learn and add to your skillset.

Qualifications and Experience (Essential)

• Minimum 12 years experience in a front-line IT support role
• GCSEs (or equivalent) in any three subjects at grade 4 (AC)
• Maths and English at grade 3 (D or above) or equivalent
• Level 3 apprenticeship in ICT (e.g. Azure Cloud Support Specialist) or equivalent qualification/experience (e.g. A-levels)

Desirable Qualifications and Certifications

• SDI Service Desk Analyst (SDA)
• ITIL 4 Foundation IT Service Management
• CompTIA A (220-1201/1202)

Inclusivity Statement

Ofcom has a clear mission: to make communications work for everyone. To be able to deliver on this we want our organisation to reflect the diversity of background experience upbringing and thought that exists across the UK. We aim to recruit from the widest pool of candidates possible no matter your social background ethnicity sexual orientation gender or disability.

Where positions are listed as full-time we remain open to reduced hours part-time arrangements job shares and other flexible working options. From day one we champion flexible work arrangements to accommodate individual needs.

We also warmly welcome applicants who are returning to the workforce after a break for whatever reason. If you have taken time away and are ready to rejoin we look forward to reviewing your application.

Our recruitment processes prioritise accessibility and inclusivity. If you need adjustments information in an alternative format or prefer to apply in a different way please contact us at or call 0.

As a Disability Confident Leader we offer interviews to disabled applicants who meet essential criteria for advertised roles. Learn more about this scheme here. Experience:

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