Ofgem
Senior Service Desk Analyst
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Senior Service Desk Analyst
Senior Service Desk Analyst (Ofgem)
Job Summary
Across government, effective IT support is fundamental to ensuring that digital services operate smoothly and that users can work efficiently and securely. Ofgem – a critical regulator for the UK’s energy system – relies on reliable IT support to:
- Protect consumers and enable a secure, fair, and sustainable energy future
- Deliver high-quality digital service for colleagues
- Maintain operational continuity during a transformational IT modernisation programme
Within the Digital, Data and Security Services (DDSS) directorate, we are reinforcing our Service Desk capability to support users across Ofgem’s expanding technology environment. As a Senior Service Desk Analyst, you will provide expert first- and second-line IT support, including hardware, software, AV, and Microsoft 365, while leading شکoved escalation and contributing to process improvement.
This is a hands-on role in a fast-paced operational environment, demanding both technical expertise and advanced customer service skills. Working closely with colleagues across Ofgem suggests that you must combine problem-solving precision with proactive collaboration to sustain seamless IT functionality for our critical national functions.
About the Role
Location
Partially Office-Based
- Primary Locations: Cardiff, Glasgow, or London (preference given to Cardiff/Glasgow applicants)
- Working Pattern: ~60% office-based due to multi-site support needs (Mon-Fri, 8am–6pm)
Purpose
You will play a vital first-line role in maintaining Ofgem’s IT infrastructure, bridging the gap between users and technical solutions. Your responsibilities include:
- Troubleshooting complex IT issues across Windows 11, Active Directory, Microsoft 365, and AV systems
- Developing and maintaining knowledge-sharing documentation (incident logs, processes, SLA adherence)
- Upskilling colleagues through mentorship and hands-on support
- Assisting with the integration of new services, ensuring operational readiness
- Enhancing ITIL-based processes (incident, problem, and change management)
Responsibilities
Core Accountabilities
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First- and Second-line IT Support
- Provide high-calibre technical support for hardware, software (Microsoft 365, Exchange), and workplace AV across Ofgem’s estate
- Act as an escalation point for complex issues, ensuring timely resolutions with minimal disruption
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Customer Service Excellence
- Deliver consistent, responsive support across multiple channels (in-person, email, phone)
- Champion user engagement and technological upskilling (training, knowledge transfer)
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Operational Continuity
- Manage service requests and incidents, adhering to SLAs and prioritising tasks effectively
- Conduct infrastructure health checks and AV system maintenance
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Knowledge & Process Leadership
- Document resolutions and processes to support continuous service improvement
- Align support activities with ITIL best practices (incident, problem, and asset management)
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Team Development
- Mentor junior colleagues and foster a culture of ongoing learning
- Identify opportunities to optimise service delivery and workflow efficiency
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Project Collaboration
- Work with project teams to punchlist and troubleshoot new services
- Contribute to operational readiness planning for system upgrades
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Innovation
- Explore emerging tools such as Microsoft Copilot and leverage AI-based support solutions
Requirements
Essential Criteria
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Technical Proficiency
- Specialised experience in Active Directory/Entra ID, Exchange, Windows 11, and Office 365 support across enterprise environments
- Hands-on experience in multi-site hardware and software diagnostics (e.g., troubleshooting across Ofgem’s locations)
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Operational Expertise
- First- and second-line Service Desk experience, with track record in escalating to 3rd-line support when needed
- Familiarity with ITIL processes (incident, request, problem, and asset management); commitment to achieving or holding an ITIL v4 Foundation certification within 6 months of starting
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Problem-Solving Skills
- Systematic approach to prioritising and resolving complex technical issues
- Strong time management and understanding of IT SLA adherence
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Customer-Centric Mindset
- Demonstrated commitment to elevating user experience through tailored support and education
- Proven ability to build trust with users from diverse backgrounds
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Operational Flexibility
- Ownership of a service desk ticket backlog and ability to manage calls out-of-hours/during high-pressure periods
- Willingness to work within a structured shift pattern (Mon–Fri, 8am–6pm) while covering hybrid/onsite requirements (3 days/week in-person)
Desirable Qualities
- Emerging Technologies
- Experience with Azure Entra ID (formerly Azure AD) or active involvement in researching AI/internal tools such as Microsoft Copilot
Who You Are
Behaviours to Demonstrate
During the recruitment process, we assess how you embody these areas:
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Communicating and Influencing
- Ability to clarify technical details to non-experts for collaborative problem-solving
- Understanding how constraints shape discussions and aligning work with team objectives
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Working Together
- Take personal accountability for getting things done
- Adaptability (balancing desk-based and onsite support; working across multiple locations)
- Supportive and teach-first mentality when onboard assisting newer colleagues
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Developing Self & Others
- Commitment to continuing professional development, including ITIL certification
- Positive approach to honesty and learning from mistakes
- Motivation to drive improvements in support processes or user experience
Why You’ll Thrive Here
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Re-compensation Package
- Base Salary: £35,232 * Structural review for additional earnings within the Civil Service band*
- Pension Contribution: £10,206 towards the Civil Service defined-benefit pension scheme (comprising automatic lump-sum payments and future annuitisation).
- Comprehensive Benefits
- 30 days annual leave after 2 years of service
- Opportunities for advanced training and development (e.g., ITIL scalability pathways post‐certification)
- Flexible working model (currently 1 day per week onsite, but 60% office presence mandatory for this role)
- Family-friendly policies (parental leave, caring support, virtual health check access)
- Modern office environments in Cardiff, Glasgow, or London (central, bright spaces) and active collegial networks
- Contribution to Ofgem’s Net Zero 2050 strategy with immersive work that impacts UK energy policy and sustainability
Selection Process
Step-by-Step Application
- Apply through this vacancy Behaviour and Required Skill assessments will be processed via Success Profiles.
- Complete Theiorvo written tasks (career history, merit-based qualification statements), followed by:
- A 1250-word prior statement (10 formulaetti word count; must demonstrably evidence alignment to the essential and desirable criteria in the position description).
Notice & Important Terms
- Pre-employment checks required: Criminal record verification (security check), baseline personnel security standards (BPSS) for civil servants.
- Data processing applies—application details may be shared with Cifas for fraud monitoring. Key disclosures are covered by the LL Scotland Criminal Justice Act provisions.
- If unsuccessful, candidates attendable. Artificial intelligence may assist with sifting, but all examples must be genuine experience traceable for verification.
Ofgem’s Commitments
- Diversity & Inclusion: We uphold the Civil Service People Association’s initiatives
- Military & Disabled Candidates: Supported under The Great Place to Work for Veterans and Disability Confident schemes.
- Transparency: Salaired candidates must meet the position’s requirements through competency-based evaluation of supplementary evidence.
Contact Information
- Recruitment Queries: recruitment@ofgem.gov.uk
- Specific Questions: Amber Shankland (Recruitment Team Lead): amphib.shanland@ofgem.gov.uk
- Review additional guidance on application disclosure.
By taking this role, you align yourself with Ofgem’s mission to deliver safer energy policies for tomorrow, leveraging your technical versatility and people-centred ethos to create trust in our digital accompaning the transition. We welcome outstanding candidates ready to champion this ethos in action.
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