Service Desk Analyst

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)

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.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

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.