Ofgem
Senior Service Desk Analyst
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Senior Service Desk Analyst
Senior Service Desk Analyst
About the Role
Successful candidates may be-based in any of our office locations – Cardiff, Glasgow, or London. We especially welcome applicants from Cardiff and Glasgow. (60% hybrid, 3 days per week)
Job Summary
Across government, effective IT support is fundamental to ensuring that digital services operate smoothly and that users can work efficiently and securely. As organisations adopt increasingly complex technology environments, strong Service Desk capability is essential to maintaining operational continuity, resolving issues quickly and delivering a high-quality user experience.
Ofgem plays a vital role in the UK’s energy system, protecting consumers and enabling a more secure, fair and sustainable energy future. Reliable IT support is critical to supporting this mission. Ofgem is on an ambitious transformation journey.
Within the Digital, Data and Security Services (DDSS) directorate, our team is modernising our technology estate and enhancing the digital experience for colleagues. A key part of this is strengthening our Service Desk capability to ensure that users receive responsive, effective and consistent support across all IT services and platforms.
As a Senior Service Desk Analyst, you will play a key role in delivering first- and second-line support across Ofgem’s IT services. You will act as a technical escalation point within the Service Desk, resolving complex issues and supporting the development of colleagues. You will work closely with delivery and project teams to ensure new services are supported effectively and that operational readiness is maintained.
This is a hands-on role within a fast-paced operational environment, requiring strong technical expertise, excellent customer service skills and the ability to work collaboratively across teams.
Job Description
You will be responsible for:
- Providing expert first- and second-line technical support across hardware, software, AV and communications platforms
- Acting as a technical escalation point for complex issues, ensuring timely and effective resolution
- Delivering high-quality customer service across multiple channels, including phone, email and face-to-face support
- Managing service requests and incidents end-to-end, ensuring adherence to SLAs and high customer satisfaction
- Supporting office-based IT operations, including AV systems and infrastructure health checks
- Maintaining accurate documentation of incidents, resolutions and processes to support knowledge sharing and service improvement
- Following and promoting ITIL-based processes, including incident, problem and asset management
- Mentoring and supporting service desk colleagues, contributing to team capability and continuous improvement
- Working with project teams to support the introduction of new services and ensure operational readiness
- Identifying opportunities to improve service delivery, processes and user experience
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Requirements
We are looking for:
A proactive and customer-focused IT support professional who can operate effectively in a fast-paced, multi-site environment. You will bring strong technical skills, alongside the ability to engage with users and resolve issues efficiently. You may come from a service desk or IT support background, but you will demonstrate:
- Strong experience providing first- and second-line IT support across enterprise environments
- Expertise in technologies such as Active Directory/Entra, Exchange, Windows 11 and Microsoft 365
- A good understanding of ITIL processes and service management practices
- Excellent troubleshooting and problem-solving skills
- Strong communication and customer engagement skills
- An ITIL v4 Foundation certification is expected (or willingness to obtain within 6 months)
- Experience with Entra ID (Azure AD) and familiarity with emerging tools such as Microsoft Copilot would be beneficial
Person Specifications
Essential Criteria
✅ Strong technical capability supporting Active Directory, Exchange services, Windows 11, Office 365, and hardware across a multi-site environment (lead criteria). ✅ Proven knowledge of ITIL processes, including incident, request, problem, and asset management, with the ability to manage personal ticket queues and integrate these practices. ✅ Experience providing 1st and 2nd line support, with escalation responsibilities for complex issues and driving service continuity. ✅ Demonstrates systematic troubleshooting, time management, and prioritisation skills. ✅ Evidence of commitment to high-quality customer service, with proactive user engagement and technology education. ✅ Willingness to work within Monday-to-Friday, 8am–6pm shift pattern. ✅ Hybrid working with 3 days on-site per week due to operational needs.
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Desirable Criteria
✔ Azure Entra knowledge ✔ Proficiency in MS Copilot and AI integration from a customer support perspective
Behaviours Assessed
During the selection process, Ofgem will assess:
- Communicating and Influencing
- Working Together
- Developing Self and Others
Benefits
Alongside your salary of £35,232, Ofgem contributes £10,206 towards the Civil Service Defined Benefit Pension Scheme.
We offer:
- 30 days annual leave after 2 years
- Excellent training and career development
- Flexible working (currently 1 day in-office, under review) and flexible hours
- Family-friendly policies
- Bright, clean office spaces
- Engagement in Net Zero energy targets
- A chance to contribute to ambitious energy regulation and transformation
Important Information
Artificial Intelligence Policy
Natural language models may assist with your application, but all claims must be truthful, accurate, and original to your experience. Dis honesty—including AI-generated content—may result in application withdrawal or disciplinary action.
See full guidance: Ofgem Candidate Guidance
Disciplinary & Conflicts Policy
Ofgem expects integrity, fairness, and adherence to the Civil Service Code and Conflicts of Interest Policy, with full transparency required during onboarding.
Selection Process
- Personal details and career history questionnaire
- 1,250-word personal statement must demonstrate alignment with all written criteria
- Initial screening based on Lead Criteria if applications exceed capacity
- Data-sharing with CFAs for fraud prevention
- Feedback only provided if you reach an interview
Your experience matters. Join Ofgem in shaping a brighter, sustainable energy future!
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