Senior Service Desk Analyst (FTC)

Job summary

Across government, effective IT support is fundamental to ensuring that digital services operate smoothly and that users can work efficiently and securely. As organisations adopt increasingly complex technology environments, strong Service Desk capability is essential to maintaining operational continuity, resolving issues quickly and delivering a high-quality user experience.

Ofgem plays a vital role in the UK’s energy system, protecting consumers and enabling a more secure, fair and sustainable energy future, and reliable IT support is critical to supporting this mission. Ofgem is on an ambitious transformation journey.

Within the Digital, Data and Security Services (DDSS) directorate, we are modernising our technology estate and enhancing the digital experience for colleagues. A key part of this is strengthening our Service Desk capability to ensure that users receive responsive, effective and consistent support across all IT services and platforms.

As a Senior Service Desk Analyst, you will play a key role in delivering first- and second-line support across Ofgem’s IT services. You will act as a technical escalation point within the Service Desk, resolving complex issues and supporting the development of colleagues. You will work closely with delivery and project teams to ensure new services are supported effectively and that operational readiness is maintained.

This is a hands-on role within a fast-paced operational environment, requiring strong technical expertise, excellent customer service skills and the ability to work collaboratively across teams.

Job description

You will be responsible for:

• Providing expert first- and second-line technical support across hardware, software, AV and communications platforms.
• Acting as a technical escalation point for complex issues, ensuring timely and effective resolution.
• Delivering high-quality customer service across multiple channels, including phone, email and face-to-face support.
• Managing service requests and incidents end-to-end, ensuring adherence to SLAs and high customer satisfaction.
• Supporting office-based IT operations, including AV systems and infrastructure health checks.
• Maintaining accurate documentation of incidents, resolutions and processes to support knowledge sharing and service improvement.
• Following and promoting ITIL-based processes, including incident, problem and asset management.
• Mentoring and supporting service desk colleagues, contributing to team capability and continuous improvement.
• Working with project teams to support the introduction of new services and ensure operational readiness.
• Identifying opportunities to improve service delivery, processes and user experience.

We are looking for:

A proactive and customer-focused IT support professional who can operate effectively in a fast-paced, multi-site environment. You will bring strong technical skills, alongside the ability to engage with users and resolve issues efficiently. You may come from a service desk or IT support background, but you will demonstrate:

• Strong experience providing first- and second-line IT support across enterprise environments
• Expertise in technologies such as Active Directory/Entra, Exchange, Windows 11 and Microsoft 365
• A good understanding of ITIL processes and service management practices
• Excellent troubleshooting and problem-solving skills
• Strong communication and customer engagement skills An ITIL v4 Foundation certification (or willingness to obtain) is expected.
• Experience with Entra ID (Azure AD) and familiarity with emerging tools such as Microsoft Copilot would be beneficial.

This role requires a greater on-site presence than standard hybrid working (approximately 60% office-based) due to the operational nature of the service and the need to support users across Ofgem’s locations.

This is an opportunity to play a key role in supporting Ofgem’s digital environment. You will help ensure that users receive reliable, high-quality IT support, enabling them to work effectively and supporting the delivery of critical services across the organisation.

Person specification

Essential Criteria

• Strong technical expertise in supporting Active Directory, Exchange services, Windows 11, Office 365, and hardware across a multi-site environment. (Lead Criteria)
• Strong understanding of ITIL processes, including incident, request, problem, and asset management, with ability to manage personal ticket queues and ensure integration between these. Requirement to hold currently or to obtain a minimum of ITIL v4 Foundation within 6 months of role acceptance (Lead Criteria)
• Proven experience delivering both 1st and 2nd line support, acting as an escalation point for complex issues and contributing to service continuity.
• Excellent troubleshooting and time management skills, with a systematic approach to issue resolution and prioritisation.
• Evidence of commitment to high-quality customer service, with a proactive approach to user engagement, education, and learning technologies.
• Ability to work within a shift pattern (Monday to Friday, 8am–6pm). Hybrid working with requirement to attend the office 3 days per week to provide onsite support.

Desirable Criteria

• Working knowledge of Azure Entra technologies and configuration
• Knowledge of MS co-pilot and best practice in AI tool usage from a customer perspective

Behaviours

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

• Communicating and Influencing
• Working Together
• Developing Self and Others

Benefits

Alongside your salary of £35,232, OFGEM contributes £10,206 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 Experience.

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 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 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 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).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

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)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Amber Shankland
• Email : amber.shankland@ofgem.gov.uk

Recruitment team

• Email : recruitment@ofgem.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of these Recruitment Principles.

In the first instance, you should raise the matter directly via recruitment@ofgem.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission, please visit their website.

Attachments

DDSS Role Profile Senior Service Desk Analyst FTC (2A) Opens in new window (pdf, 137kB)DDSS Candidate Pack, Senior Service Desk Analyst FTC Opens in new window (pdf, 4040kB)Terms and Conditions Opens in new window (pdf, 335kB)