TechHub Support Analyst

Please note this role will close at 00.01 on the 25th June so we advise making your application by midnight on the 24th June.

About Ofcom

As the UK’s communications regulator, we’re delivering vital work that helps keep the UK connected and shapes the future of how we’ll stay connected with each other. Our work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices. We’re 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 you’ll be part of

You’ll 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 2,000 colleagues across Ofcom’s 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. You will 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. You will 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

• Advice & Guidance: Specialist advice
• Maintains expert-level knowledge of Microsoft 365 apps including Teams, Excel, PowerPoint, Outlook, OneDrive, SharePoint, Loop, OneNote, Power Automate, Forms, and Planner.
• 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 Ofcom’s 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, including weekly site visits to the Ofcom Warrington Office.
• Ad-hoc support to our nation sites including Cardiff, Birmingham, Edinburgh, Belfast and London 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 Microsoft’s Feedback Portal.

The skills, knowledge and experience you will need for success

• Decision Making
• Evaluating Problems - Identify and solve issues by using well-thought-out strategies.
• Generating Insights - Use evidence-driven methods to gather insights, and make well-founded decisions based on thorough analysis.
• Trailblazing Ideas - Bring fresh perspectives through creative and original ideas that improve processes, policies, or services.
• Scanning Horizons - Grasp the bigger picture, foresee upcoming trends and challenges, and ensure actions and decisions are in sync with long-term objectives.

Planning, Project & Programme Delivery

• Take ownership of incidents, requests, and project tasks, providing timely updates.
• Apply ITIL and project management practices to ensure smooth delivery.
• Recognise and escalate risks or constraints to service delivery.
• Collaborate effectively and use available resources efficiently.
• Balance teamwork with personal accountability to meet deadlines.
• 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.

Relationship Management

• Work closely with subject matter experts and application owners to resolve technical issues.
• Build strong working relationships with colleagues, external partners, and suppliers to improve service outcomes.
• Stay up to date with evolving ICT topics and handle queries with efficiency and professionalism.
• Build and nurture positive relationships with people inside and outside the organisation.
• Work effectively with others, creating an honest team environment and sharing valuable information and resources.

Communication (Written & Oral)

• Create clear, user-friendly technical content to support colleague self-service.
• Communicate confidently and credibly with diverse audiences.
• Adapt communication style to meet different user needs.
• Express your ideas, thoughts, and information in a clear and concise manner, ensuring messages are understood by everyone.
• Guide opinions and decisions with compelling communication and persuasion techniques, looking to get everyone on the same game plan.

Problem Solving & Analysis

• Use a structured, evidence-based approach to understand and resolve technical issues.
• Choose appropriate tools and data sources to support troubleshooting efforts.
• Demonstrate creativity and flexibility in finding effective solutions and adapting to new information.

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 and Teams), 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.
• 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)

• Minimum 1–2 years’ experience in a front-line IT support role.
• GCSEs (or equivalent) in any three subjects at grade 4+ (A–C).
• Maths and English at grade 3+ (D or above), or equivalent 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 Foundation – IT Service Management.
• CompTIA A+ (220-1201/1202).

Inclusivity Statement

Ofcom has a clear mission: to make communications work for everyone. To be able to deliver on this, we want our organisation to reflect the diversity of background, experience, upbringing and thought that exists across the UK. We aim to recruit from the widest pool of candidates possible – no matter your social background, ethnicity, sexual orientation, gender, or disability. Where positions are listed as full-time, we remain open to reduced hours, part-time arrangements, job shares, and other flexible working options. From day one, we champion flexible work arrangements to accommodate individual needs. We also warmly welcome applicants who are returning to the workforce after a break – for whatever reason. If you have taken time away and are ready to rejoin, we look forward to reviewing your application. Our recruitment processes prioritise accessibility and inclusivity. If you need adjustments, information in an alternative format, or prefer to apply in a different way, please contact us at resourcing@ofcom.org.uk or call 0330 912 1378. As a Disability Confident Leader, we offer interviews to disabled applicants who meet essential criteria for advertised roles.