Join to apply for the TechHub Support Analyst role at Ofcom
Join to apply for the TechHub Support Analyst role at Ofcom
Direct message the job poster from Ofcom
Senior Technology Recruitment Partner @ Omni | Diversity Recruiting
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
Ofcom is the regulator for the communications services that we use and rely on each day. We make sure people get the best from their broadband, home phone and mobile services, as well as keeping an eye on TV and radio.
Our culture is clear – we live by our values: Empowerment; Excellence; Collaboration; Agility and Respect. These define how we work to deliver our purpose, now and in the future. The behaviours which support these values set the path for a fully inclusive and innovative culture at Ofcom.
We focus not only on what we do, but how we do it. We pride ourselves on being an organisation of people who genuinely care about helping others.
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'll 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'll 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
You will be supported by the wider TechHub team and ICT colleagues to develop a good working knowledge of the following skills:
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.
* Supports, trains, and educates colleagues on Ofcom’s cyber security policies, covering cyber hygiene, phishing threats, social engineering, and phishing-resistant MFA.
* 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.
* 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.
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.
* Installs and tests new versions of system software.
* Uses standard procedures and diagnostic tools to test installations, correct problems, and document results.
* 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.
* 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.
* Facilitates recovery, following resolution of incidents.
* Documents and closes resolved incidents according to agreed procedures and SLAs.
* Investigates problems in systems, processes, and services.
* Works with 3rd parties to track and report until resolution.
* 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. Consider different angles and potential solutions to resolve concerns.
* 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.
* 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.
* 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.
* Network fundamentals: Layer 2/3, DNS, DHCP, TCP/IP, LAN/WAN, Firewalls, switch management, Cisco technologies.
* Audio-Visual support: Basic-to-intermediate understanding of AV systems, PA systems, mixers, interactive displays, Teams integration.
Qualifications and Experience (Essential)
* 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).
At Ofcom we prioritise inclusive and diverse recruitment in order to truly reflect the society we represent.
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 of employment. We warmly welcome applications from candidate returning to work after a break – for whatever reason.
As a disability confident employer, we offer interviews to any disabled applicant who meet essential criteria for advertised roles. Learn more about the scheme here.
If you need information in an alternative format or have specific preferences, please contact our recruitment team at resourcing@ofcom.org.uk or call 0330 912 1378.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Telecommunications, Broadcast Media Production and Distribution, and Technology, Information and Media
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