Ofgem
Senior Service Desk Analyst
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Senior Service Desk Analyst
Senior Service Desk Analyst – Fixed-Term Contract (1 Year)
Location: Cardiff, Glasgow, or London (preference for Cardiff/Glasgow). Working Pattern: 60% hybrid, 3 days per week on-site (due to operational nature, primarily office-based support). Contract Type: Fixed-Term (1 Year)
About the Role
This role is key to maintaining the reliability and performance of Ofgem’s digital infrastructure, supporting the organisation’s transformation in modernising its IT estate and enhancing colleague experiences. As a Senior Service Desk Analyst, you will provide expert 1st- and 2nd-line IT support, ensuring:
- Smooth operations across end-user devices, communications, and AV systems.
- Effective escalation for complex issues.
- High-level engagement with colleagues across multiple teams.
- Process-led service management aligned with ITIL best practices.
The ability to deliver outstanding service delivery—constantly improving user experience and operational readiness—is central to this opportunity.
Job Summary
At Ofgem, effective IT support ensures digital services run securely and efficiently, safeguarding consumers and supporting the UK’s energy transition. This role extends first- and second-line support—key to maintaining smooth operations as Ofgem builds a future-proof digital foundation.
The Senior Service Desk Analyst fills an essential gap in our DDSS Directorate’s modernisation journey—strengthening support capabilities so colleagues can rely on seamless IT to achieve a fair, secure, and sustainable energy future.
Job Description
Key Responsibilities
Your responsibility is to ensure high-quality, proactive IT support across Ofgem’s multi-site environment, aligning with the following tasks:
-
Technical support across the board
- Provide expertise in hardware, software, and protocols, including Windows 11, Microsoft 365, and AV/ communications systems.
-
Complex issue escalation and resolution
- Serve as a technical escalation point, diagnosing and resolving escalated cases trying to maintain operational continuity.
-
End-to-end incident management
- Log, track, and resolve service requests (SRs) and incidents, adhering to SLA targets while demonstrating a customer-first approach via phone, email, and in-person interaction.
-
Office and infrastructure support
- Maintain healthy AV systems and general IT operations, ensuring issues like connectivity, display, and functionality are swiftly addressed.
-
Knowledge management
- Crown and improve documentation of incidents, resolutions, and processes to aid troubleshooting, training, and future enhancements.
- Champion ITIL principles, including incident, problem, and asset management.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
-
Team mentorship and knowledge sharing
- Mentor service desk colleagues to improve skills, troubleshooting, and problem-solving.
- Contribute to process improvements and refining user experience through user feedback and process evaluation.
-
Transition support
- Collaborate with the project and delivery teams, ensuring new services employ resilience, scalability, and efficient onboarding.
-
Innovation and continuous improvement
- Proactively identify opportunities for technical, process, and user-experience enhancements, suggesting improvements that align with the organisation’s needs.
Skills & Experience (Requirements)
Must-Have (Essential Criteria)
-
Technical proficiency:
- Strategic experience in 1st and 2nd-line IT support across multi-site enterprise environments.
- Deep technical knowledge of Active Directory/Entra (Azure AD), Exchange, Windows 11, and Microsoft 365/Syntex.
- Working sanity toward handling hardware and communications systems.
-
Process and methodology understanding:
- Full comprehension of ITIL framework versions (vitally, ITIL v4 Foundation certification), managing incident, problem, request, and asset workflows.
-
Diagnostic and problem-solving skills:
- Reliability in troubleshooting complex IT issues, combined with structured process adherence and time-management efficiency.
-
Customer-focused mindset:
- Demonstrated commitment to high-quality engagement, including active feedback gathering, education re: best practices, and mentoring colleagues.
-
Operational requirements:
- Compliance with 1-hours-per-day office attendance (Schrödinger: 8am–6pm) Shiftening those expectations that align with Ofgem’s service.
Preferred (Desirables)
- Advanced Microsoft Security: Proficiency in Azure Entra implementations and Welcome to Microsoft Copilot.
- Experience with emerging AI and generative technologies in a corporate or service context.
Notice:
OTGS prohibits meeting qualifications from sources other than your authentic experience.
Why Ofgem?
- Meaningful impact: Help deliver a net-zero energy future while ensuring the organisation runs smoothly.
- Collaborative skills: This role thrives on working closely with project teams, IT service leads, and support colleagues.
Person Specification (Essential & Desirable)
Lead Criteria (Essential)
- Broadened expertise in supporting Active Directory, Exchange, Windows 11, Mcrooft 365, and associated hardware.
- Advanced ITIL v4 Foundation (must obtain within six months of role acceptance).
- Proven experience in **leading first-level and second-level IT trouble, escalating to relevant team.
- Systematic troubleshooting and issue resolution, maintaining clear records.
- Customer journey umph in helping users who may lack technical expertise.
- Availability: 8am–4:30pm/office 3 days shift presence.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Additional Desirable
- Azure Entra configurations & Kubernetes for cloud-based scenarios.
- Copilot and MS Loop for advanced AI-assisted support.
Behaviours At Ofgem
We evaluate candidates on three core qualities:
- Communicating and influencing: Articulate cuteness training, clarity, ail and lastoff other professionals.
- Working together: Team engagement especially mature collaboration.
- Developing self and others: Mentorship and continuous learning culture.
Benefits
Upon earning your £35,232 post, Ofgem indicates further financial rewards for the Civil Service Pension Scheme equivalent to £10,206 a year, combining substantial capital growth potential (See pension equity).
Beyond compensation, the offers include:
- 30 annual leave days secured once crossing 2 years in employment.
- Pension benefits, compliant funding, featuring third-party guarantees.
- Hybrid flexibility with a fair on-site contribution (currently editable beyond 1 day per week).
- Family-friendly programs.
- Office and workspace culture: Spacious, modern offices in esplanade locations.
- Organisational purpose: Directly contribute & helping drive Net Zero goal delienations.
Candidate Guidelines & Additional Policies
Selection Process:
Candidate selection will be evaluated through a combination:
- Form assessment: Covering skills outlined in lead criteria.
- A structured personal competency statement (expanding on experience via 1250 words to outline applicability).
- Sharing gaitraise of applications, under blind check due to high-volume submissions.
Enrollment terms will be shared post-registration.
Conflict of Interest:
Strict adherence to Ofgem’s conflict-of-interest policy is critical. All past, current, and potential interests must be confronted.
Verification:
Verification includes Cifas and Governance Impact: Personnel liability records pre-onboarding as confirmation of integrity. Cross-reference this link for full details.
Policies Affecting Recruitment:
- Use of generative AI is welcome but truthful, ensuring no false representation. Your text must be authentic and directly sourced from your career.
- Intellectual honesty is essential; plagiarised indications, fabricated experiences, or biased content withdrawn will prompt disciplinary caution.
- More guidance is accessible here.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location