Service Desk Analyst

Join to apply for the Service Desk Analyst role at Ofgem

This range is provided by Ofgem. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$25,854.00/yr - $30,850.00/yr

Ofgem is Great Britain’s independent energy regulator. With energy in the news every day, we want people who’ll thrive on the challenge of keeping the UK’s lights on – and helping us work with government, industry and consumers to create a cleaner, greener environment.

This role sits at the heart of our DDaT profession within Ofgem and you will be working alongside a host of digital experts. Over time, you’ll help lay the foundation for our transition into a digital regulator that will oversee a very different energy sector in the future.

In essence, you’ll be our first line help-desk support, helping colleagues with hardware and software issues over the phone, through the ITSM Tool, and in person during your office shifts.

In every case, we’ll look for you to offer a friendly service, as you get enough information to either resolve the problem yourself or escalate it to a more senior member of the team.

It’s fast-paced, diverse work – where you get to see the technologies and transformations that are driving Ofgem forward. Do well, and you’ll soon find doors opening across the organisation.

Technically-speaking, we’re looking for Active Directory, Exchange services and hardware knowledge, not to mention expertise in Windows 10, and Office 2016 and O365 (Azure would be a real plus). However, it’s your experience in and your approach to the support desk that’ll set you apart. If you enjoy building good relationships, and are efficient and effective with your time, you’ll thrive here.

You’ll also need the flexibility to join the team’s shift pattern, covering Monday to Friday 8am-6pm, and be available to work from the office 2-3 days a week.

We welcome candidates from all backgrounds, and especially welcome individuals from underrepresented groups. While this is a full-time role, flexible working patterns and job shares are welcome.

Key Responsibilities

• Provide first line support (Audio Visual, Windows, Unified Comms, Microsoft Office, Active Directory), answering support queries via phone, email and IT Service Management ticketing system.
• Become a focal point for Digital Services support in the London office in order to assist with escalations and operational day to day issues affecting the building and its staff.
• Produce and update service desk policies and procedures.
• Deliver a high level of professional customer service on the phone and face-to-face when in the office.
• Act as a liaison between the Service Desk and other resolver groups, escalating issues where necessary.
• To log all calls and resolutions for trending and knowledge base purposes. Identify and resolve any gaps within the processes and support the continuous improvement of the way in which the Service Desk delivers its service.
• Maintain key Ofgem systems conforming to Ofgem’s ITIL practices and procedures.
• Ability to as part of a shift pattern covering Monday to Friday 8am-6pm, Hybrid Working 2 – 3 days per week in the office for on-site support.

Key Outputs and Deliverables

• Service Desk Phone is answered in a timely manner (SLA calls answered within 30 seconds).
• 1st and 2nd Line support issues are resolved in accordance with SLA’s following Ofgem regulations, any other relevant protocols and best practice.
• Accurate ticket notes are made for colleagues following in-depth investigation.
• Procedures and processes are documented and maintained; continuous improvement (e.g. automation and self-service) is supported/driven.
• Support for the effective service monitoring and performance of the service desk.
• User base educated on best practice and use of hardware and software, such as the Office 365 suite of applications, use of AV equipment, connecting remotely etc.

Person specification

• Experience of working in an IT Department at 1st and 2nd line support (Lead criteria).
• Experience in active Directory, exchange services and hardware support. Windows 10 Operating System knowledge, Office 2016 & O365 skills (Lead criteria).
• Excellent time management; systematic approach to troubleshooting.
• Personal motivation to achieve consistently high levels of customer service and learn new and existing technologies.
• Personal ticket and support queue management skills.
• Working knowledge of Azure Technologies.

Behaviours

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

• Seeing the Big Picture
• Communicating and Influencing
• Working Together
• Managing a Quality Service
• Delivering at Pace

Technical skills

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

• Please refer to the Candidate Pack attached for full details.

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 is in 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.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience 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 750 word ‘personal statement’ evidencing how you meet the essential and desirable skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the essential and desirable skills and capabilities.

The Civil Service values honesty and integrity and expect all candidates to abide by these principles. Ofgem take any incidences of cheating very seriously. Please ensure all examples provided are of your own experience. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant applications will be withdrawn from the process.

Feedback will only be provided if you attend an interview or assessment. Further information about the role and application process can be found via Civil Service Jobs. Click apply to be redirected.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• Utilities and Government Administration