Ofgem
Senior Service Desk Analyst (FTC)
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Senior Service Desk Analyst (FTC)
Senior Service Desk Analyst – Digital, Data and Security Services (DDSS), Ofgem
Location: Cardiff, Glasgow, or London (priority given to local applicants)
About the Role
Successful candidates may be based in Office locations across the UK (Cardiff, Glasgow, or London), with a preference for applicants from the latter locations. Regardless of your location, you will be responsible for providing expert technical support within Ofgem’s IT Service Desk, helping maintain seamless operations across our digital services. This role is essential as Ofgem’s Digital, Data and Security Services (DDSS) directorate undergoes a transformation. By strengthening our Service Desk, you’ll enhance the digital experience for Ofgem colleagues, ensuring reliable delivery of mission-critical energy regulation support.
This is a fast-paced, hands-on operational role requiring strong technical expertise, exceptional customer service skills, and collaboration across our multi-site operations.
Key Responsibilities
As a Senior Service Desk Analyst, you will:
- Deliver expert first- and second-line IT support across hardware, software, AV systems, and communications platforms in a multi-site, enterprise environment.
- Act as a technical escalation point, ensuring quick resolution of complex issues and supporting service continuity.
- Provide high-quality customer service via phone, email, and in-person engagement, adhering to strict SLAs and maintaining high satisfaction levels.
- Manage IT incidents and service requests end-to-end, ensuring timely adherence to ITIL best practices.
- Troubleshoot office IT operations, including AV infrastructure, desktop health checks, and system optimisation.
- Maintain comprehensive documentation of incidents, resolutions, and processes to support knowledge-sharing and service improvement.
- Follow ITIL frameworks, governing incident, problem, asset, and service request management processes internally.
- Mentor and support junior service desk colleagues, fostering team capability and ongoing performance improvement.
- Collaborate with project and delivery teams, supporting the introduction of new IT services and ensuring operational readiness.
- Identify and drive improvements in service delivery, processes, and user experience.
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Requirements
Essential Criteria
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Strong technical expertise in supporting:
- Active Directory / Entra ID
- Exchange email services
- Windows 11 operations
- Microsoft 365 environments
- Hardware & multi-site infrastructure (essential)
-
Evidence of a proven first- and second-line support track record, including acting as an escalation point and managing complex IT issues.
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ITIL v4 Foundation certification (must either hold this currently or obtain within 6 months of role acceptance).
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Strong incident ticket management skills, prioritising workloads with a systematic, time-saving approach.
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Demonstrable commitment to excellent customer service including:
- User engagement & education
- Proactive issue resolution
- wendung & permanent “learning tech” features
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Adherence to shift hours (Mon–Fri, 08:00–18:00), with hybrid working requiring 3 in-office days per week.
Desirable Skills
- Azure Entra (formerly Azure AD) familiariy, including technical troubleshooting.
- Familiarity with Microsoft Copilot & AI-powered tool adoption.
Working Conditions & Benefits
- Office Presence: Approximately 60% on-site, due to operational demands and multi-location support needs.
- Salary & Pension:
- Annual Salary: £35,232
- Pension Contribution: Ofgem contributes an additional £10,206 to the Civil Service Defined Benefit Pension Scheme
- Comprehensive Benefits:
- 30 days annual leave (after 2 years)
- Numerous training and development opportunities tailored to digital & operational IT focus
- Flexible working hours aligned to operational needs
- Family-friendly policies
- Additional Perks:
- Modern, centrally located clean & equipped offices
- Engagement networks & collaborative work communities
- Opportunity to contribute to Ofgem’s Net Zero strategy by 2050
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Selection Process
Application Submission
Successful candidates must:
- Complete the ofgem.co.uk application form, providing:
- Personal details (not reviewed by sift panel)
- Career history & qualifications
- Local ITIL v4 Foundation requirement must be documented if not certified yet.
Personal Statement
Submit a 1,250-word document, highlighting direct evidence that you meet:
- Essential criteria (above)
- Key behavioural traits, structure around the Success Profiles framework
- If volume is high, sift may rely solely on Lead Criteria from your application: proven ITIL support & relevant technical skills.
Required Security Clearance
All shortlisted candidates must undergo:
- Background criminal record checks (if applicable)
- Government Security Check (view detailed information here)
- Complete Baseline Personnel Security Needed (often DV tier).
Note: Currently NOT governed by the Civil Service Commission.
Eligibility & Diversity, Inclusion Policies
- Broadly open to UK, EEA, and Commonwealth applicants with eligible work status.
- Applicants with disabilities are encouraged to apply through Ofgem’s Disability Confident Scheme.
- Offer redeployment interviews to qualifying current Civil Service staff.
Contacting the Team
Email the Recruitment team at recruitment@ofgem.gov.uk. For further enquiry, contact:
- Amber Shankland
- Email: amber.shankland@ofgem.gov.uk
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