Service Desk Analyst

Job summary

As a Service Desk Analyst, you will provide first-line technical support across departmental IT applications and services. You will help ensure 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 on-site hands-on support provided by the team to OFGEM’s staff and the smooth running of the offices and estates, there will be a requirement for an increased office presence compared to the company Hybrid Working Policy (60% per week in office attendance)

Job description

Technical Support
• Provide first-line support for hardware, software, AV, and communications platforms.
• Log and manage incidents and service requests using the ITSM tool.
• Escalate unresolved issues to second-line support or resolver teams.
• Ensure asset information is maintained to a high standard for all physical hardware that comes through service desk via JML processes.

Customer Service
• Deliver high-quality customer service via phone, email, and face-to-face interactions.
• Engage with users to gather relevant information for triage and resolution.
• Educate users on best practices for using IT systems and tools.
• Provide service request management to a high standard from access management requests, licence management and full end-to-end ownership of JML requests.

Process and Documentation
• 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.

Collaboration
• Work closely with IT Operations and DDSS colleagues to ensure service continuity.
• Provide updates to the Service Desk Manager and Major Incident Manager as needed.

Person specification

• Familiarity with Active Director, Exchange, Windows 11 and Office 365
• Experience providing first line IT support in a service desk environment
• Personal ticket and support queue management skills with understanding of importance of integration between incident/request/change/problem/asset management.
• Excellent time management; systematic approach to troubleshooting. Evidence of working in a fast paced, service focused area.
• Motivation to deliver excellent customer service and to learn new technologies
• Ability to as part of a shift pattern covering Monday to Friday 8am-6pm, Hybrid Working with requirement to attend the office 3 days a week for on site support
• Requirement to hold currently or to obtain a minimum of ITIL v4 Foundation within 6 months of role acceptance

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Delivering at Pace
• Working Together

Technical skills

We'll assess you against these technical skills during the selection process:

• Please provide a summary of your technical skills in line with the job requirements.

Benefits

Alongside your salary of £29,313, OFGEM contributes £8,491 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; hybrid working (currently 1 day a week in the office but this is kept under review), flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Technical skills.

When you press the ‘Apply now’ button, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications.

You will then be asked to provide a 1250 word ‘personal statement’ evidencing how you meet the essential skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the criteria listed in the role profile. In the event of receiving a large number of applications, an initial sift may take place on just the lead criteria indicated in the essential criteria.

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].

At Ofgem, we expect our staff to carry out their roles with honesty, fairness and openness. They should follow the Civil Service code and be free from any influence or bias. We are committed to making sure interests are recognised, declared and managed appropriately so that we can fulfil our duties as an energy regulator. Our Conflicts of Interest policy outlines the types of interests Ofgem staff must declare before onboarding, and the rules they must follow throughout employment so that we can clearly demonstrate that our decisions are not influenced by private interests.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).