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About 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.

Responsibilities

Provide specialist advice and maintain expert-level knowledge of Microsoft 365 apps including Teams, Excel, PowerPoint, Outlook, OneDrive, SharePoint, Loop, OneNote, Power Automate, Forms, Planner and Copilot.
Regularly update expertise in Microsoft Endpoint Management, including SCCM and MDM solutions.
Deliver expert advice, training, and support on meeting room technologies such as Microsoft Teams, Teams Town Hall, Webinars, O365, and room booking systems.
Promote and share specialist knowledge across the organisation.
Support, train, and educate colleagues on Ofcom’s cyber security policies, covering cyber hygiene, phishing threats, social engineering, and phishing-resistant MFA.
Provide colleague-centric service, acting as the routine contact point, receiving and handling requests for support.
Assist with the resolution of incidents and problems by using the most appropriate internal and external resources.
Undertake regular proactive floor walking activities.
Provide occasional on-site support to co-tenants as part of a space-sharing arrangement.
Provide ad-hoc support to nation sites including Cardiff, Birmingham, Belfast, Edinburgh, Manchester, Warrington and Baldock to meet business needs.
Provide remote support for over 2000 colleagues over Teams Virtual TechHub chat service.
Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
Contribute to the creation of support documentation.
Provide first line investigation and diagnosis and promptly allocate unresolved issues as appropriate.
Review and identify software updates and patches that merit action.
Maintain and administer mobile device management using Microsoft Endpoint Manager.
Optimize system software to maximize hardware functionality.
Install and test new versions of system software.
Investigate software issues and coordinate the resolution of potential and actual service problems.
Install or remove hardware and/or software, using supplied installation instructions and tools, including handover to colleague or stakeholder.
Use standard procedures and diagnostic tools to test installations, correct problems, and document results.
Record details of all components that have been installed and removed.
Use agreed procedures to create and maintain an accurate register of assets.
Maintain application support processes and check that all requests for support are dealt with according to agreed procedure, and in line with TechHub Service Level Agreements (SLAs).
Use application management software and tools to investigate issues, collect performance statistics and create reports.
Guide 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.
Prioritize and diagnose incidents according to agreed procedures, offering colleagues timely updates on actions taken.
Investigate causes of incidents and gather information to enable resolution.
Escalate unresolved and aged incidents.
Facilitate recovery, following resolution of incidents.
Maintain detailed and accurate incident records.
Contribute during major incident resolution, including Security breaches.
Document and close resolved incidents according to agreed procedures and SLAs.
Investigate problems in systems, processes, and services.
Work with 3rd parties to track and report until resolution.
Assist with the implementation of agreed remedies and preventative measures.
Initiate and determine actions to investigate and resolve problems in systems, processes and services.
Contribute to 3rd party forums around software and product improvements, proactive in participation on Microsoft’s Feedback Portal.
Support medium-to-complex incidents, requests, and project activities.
Provide end-to-end support for high-profile events including Town Halls, Teams Live Events, and webinars - ensuring AV systems are set up, tested, and operated smoothly.
Support event recording, live captioning, and post-event processing or publishing of event content where needed.
Take ownership of your learning through tools like LinkedIn Learning and support continuous knowledge development.
Show commitment to growing and developing.
Pursue opportunities to learn and add to your skillset.

Requirements

Experience in a front-line ICT support role.
Ability to recognise and escalate risks or constraints to service delivery.
Take ownership of incidents, requests, and project tasks, providing timely updates with an ability to apply ITIL and project management practices to ensure smooth delivery.
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.
Work closely with subject matter experts and application owners to resolve technical issues.
Create clear, user-friendly technical content to support colleague self-service.
Communicate confidently and credibly with diverse audiences, with an ability to adapt communication style to meet different user needs.
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.
Provide occasional on-site support to co-tenants as part of a space-sharing arrangement.
Ad-hoc support to our nation sites including Cardiff, Birmingham, Belfast, Edinburgh, Manchester, Warrington and Baldock to meet business needs.
Provide remote support for over 2000 colleagues over Teams Virtual TechHub chat service.
Regular attendance at the London office is required.
Regional travel to other local offices including Baldock for support when required.

Skills

Microsoft 365 apps (Teams, Excel, PowerPoint, Outlook, OneDrive, SharePoint, Loop, OneNote, Power Automate, Forms, Planner, Copilot)
Microsoft Endpoint Management (SCCM, MDM)
Meeting room technologies (Microsoft Teams, Teams Town Hall, Webinars, O365, room booking systems)
Cyber security policies (cyber hygiene, phishing threats, social engineering, phishing-resistant MFA)
Windows 11
Exchange Online
Active Directory
Group Policy
Windows Server
Print server environments
Network fundamentals (Layer 2/3, DNS, DHCP, TCP/IP, LAN/WAN, Firewalls, switch management, Cisco technologies)
Audio-Visual support (PA systems, vision/audio mixers, interactive displays, Teams integration)
ITIL
Project Management
ServiceNow

Location

London
Baldock
Cardiff
Birmingham
Belfast
Edinburgh
Manchester
Warrington

Work Type

Permanent
Hybrid

Experience Level

Administrator

Education Level

Level 3 apprenticeship in ICT (e.g. Azure Cloud Support Specialist), or equivalent qualification/experience (e.g. A-levels)
SDI Service Desk Analyst (SDA)
ITIL® 4/5 Foundation – IT Service Management
CompTIA A+ (220-1201/1202)

Benefits

Rewards, Benefits and Wellbeing

About the Company

As the UK’s communications regulator, Ofcom is delivering vital work that helps keep the UK connected and shapes the future of how we’ll stay connected with each other.
Ofcom’s work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices.
Ofcom is also taking on the challenge of making the online world a safer place.
Ofcom’s remit is huge – they keep UK citizens and consumers safe from harm and ensure they receive the best possible service from their communications providers.
Ofcom is determined to do all it can to promote diversity and equality inside the organisation and in the wider sectors it regulates.
Diversity and equality are fundamental to achieving Ofcom’s purpose to make communications work for everyone.
To make the best decisions for all UK consumers and citizens, it is essential that all levels of the organisation are diverse and foster an inclusive culture.

Equal Opportunity

At Ofcom, our mission is clear: to make communications work for everyone.
To achieve that, our people must reflect the diversity of the UK, in background, identity and experience.
We believe innovation thrives when difference is valued and everyone feels empowered to contribute their ideas and perspectives.
That’s why we welcome colleagues of all ethnicities and races, sexes, genders and gender identities, sexual orientations, ages, faiths and beliefs, and those with apparent and non‑apparent disabilities.
We value socio‑economic diversity, life experience and neurodiversity too.
Whether you’re a carer, a parent, a veteran, or re‑entering work after time away, your voice and perspective matter here.
Flexibility is at the heart of how we work because we want you to thrive in a way that suits you best.
Most roles can therefore be adapted for part‑time hours, job shares, or other flexible arrangements.
Our recruitment process is intentionally designed to be open and accessible.
If you need adjustments, information in a different format or an alternative way to apply, contact us at resourcing@ofcom.org.uk or 0330 912 1378.
As a proud Disability Confident Leader, we guarantee interviews for disabled applicants who meet the essential criteria for a role.
Whoever you are, whatever your story, you belong at Ofcom.
We make communications work for everyone.