Location
City of Westminster

Hours
Monday to Friday, 8am-6pm shift pattern with hybrid working; requirement to attend the office 3 days a week for on-site support

Salary
£33,936 per annum

About the Role
As a Service Desk Analyst at OFGEM, you will provide first-line technical support across departmental IT applications and services, ensuring the smooth operation of end-user computing, multi-function devices, and standard IT equipment. You will work collaboratively with colleagues to resolve incidents and service requests, maintaining high levels of customer satisfaction. Due to the operational nature of the role and the hands-on support provided to OFGEM’s staff, there is a requirement for increased office presence compared to the company’s Hybrid Working Policy, with approximately 60% weekly office attendance.

Your responsibilities will include providing first-line support for hardware, software, AV, and communications platforms; logging and managing incidents and service requests via the ITSM tool; escalating unresolved issues to second-line support or resolver teams; and maintaining accurate asset information for all physical hardware through Joiner-Mover-Leaver (JML) processes.

You will deliver high-quality customer service through phone, email, and face-to-face interactions, engaging with users to gather relevant information for triage and resolution, educating users on IT best practices, and managing service requests such as access management, license management, and full end-to-end ownership of JML requests.

Additionally, you will maintain accurate ticket notes and documentation, follow ITIL-based processes for incident and asset management, contribute to the knowledge base by documenting common issues and resolutions, and collaborate closely with IT Operations and DDSS colleagues to ensure service continuity. You will also provide updates to the Service Desk Manager and Major Incident Manager as required.

Experience
Experience providing first-line IT support in a service desk environment is essential. Familiarity with Active Directory, Exchange, Windows 11, and Office 365 is required. Proven ability to manage personal ticket and support queues, with an understanding of the integration between incident, request, change, problem, and asset management processes. Evidence of working in a fast-paced, service-focused environment with excellent time management and a systematic approach to troubleshooting.

About you
Motivated to deliver excellent customer service and eager to learn new technologies. Able to work as part of a shift pattern covering Monday to Friday, 8am-6pm, with hybrid working and a requirement to attend the office three days a week for on-site support. Strong communication skills and the ability to work collaboratively with colleagues and users alike.

Qualifications
Requirement to hold or obtain ITIL v4 Foundation certification within six months of role acceptance.