TechHub Support Analyst

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Please note that this role will close at 00:01 on Sunday 26 July and therefore we advise getting your application in by no later than midnight on Saturday 25 July.

Important: this role will require regular attendance at our London office along with some regional travel to other local offices including Baldock for support when required.

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 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 Planner and Copilot.

• 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.

• Provides occasional on-site support to co-tenants as part of a space-sharing arrangement.

• Ad-hoc support to our nation sites including Cardiff Birmingham Belfast Edinburgh Manchester Warrington and Baldock 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

• Evaluating Problems - Identify and solve issues by using well-thought-out strategies. Consider different angles and potential solutions to resolve concerns. An ability to recognise and escalate risks or constraints to service delivery.

• Trailblazing Ideas - Bring fresh perspectives through creative and original ideas that improve processes policies or services.

• Executing Plans: Take ownership of incidents requests and project tasks providing timely updates with an ability to apply ITIL and project management practices to ensure smooth delivery. Can 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.

• Harmonising Work: Work closely with subject matter experts and application owners to resolve technical issues.

• Articulating Ideas: Create clear user-friendly technical content to support colleague self-service. Communicate confidently and credibly with diverse audiences with an ability to adapt communication style to meet different user needs.

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 Teams and Copilot

  • 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.

• Provide end-to-end support for high-profile events including Town Halls Teams Live Events and webinars - ensuring AV systems are set up tested and operated smoothly.

• Support event recording live captioning and post-event processing or publishing of event content where needed.

• 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)

• Experience in a front-line ICT support role

• 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 4/5 Foundation IT Service ManagementCompTIA A (220-1201/1202)

Inclusive hiring at Ofcom

At Ofcom our mission is clear: to make communications work for everyone. To achieve that our people must reflect the diversity of the UK in background identity and experience.

We believe innovation thrives when difference is valued and everyone feels empowered to contribute their ideas and perspectives. Thats why we welcome colleagues of all ethnicities and races sexes genders and gender identities sexual orientations ages faiths and beliefs and those with apparent and nonapparent disabilities. We value socioeconomic diversity life experience and neurodiversity too. Whether youre a carer a parent a veteran or reentering work after time away your voice and perspective matter here.

Flexibility is at the heart of how we work because we want you to thrive in a way that suits you best. Most roles can therefore be adapted for parttime hours job shares or other flexible arrangements. Learn more about our Rewards Benefits and Wellbeingon our careers page.

Our recruitment process is intentionally designed to be open and accessible. If you need adjustments information in a different format or an alternative way to apply contact us at or0.

As a proud Disability Confident Leader we guaranteeinterviews for disabled applicants who meet the essential criteria for a role. You can read more about this commitment here.

Whoever you are whatever your story you belong at Ofcom.