Support Analyst

Description:

As a 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.

Key Responsibilities

You will be supported by the wider TechHub team and ICT colleagues to develop a good working knowledge of the following skills:

Technical Expertise & User Enablement

Provide expert support and guidance across Microsoft 365 (including Teams, Outlook, Excel, PowerPoint, SharePoint, OneDrive, Planner, Power Automate, Forms, Loop, OneNote and Copilot), Microsoft Endpoint Manager (SCCM/MDM), meeting room technologies, and cyber security best practices.
Train and educate colleagues, promote knowledge sharing, and support adoption of digital tools and security policies.

Customer Support & Stakeholder Management

Deliver colleague-focused ICT support for over 2,000 users through face-to-face, remote, and proactive floor-walking support.
Act as the primary contact for support requests, carrying out first-line diagnosis, incident resolution, escalation, and documentation.
Provide support across Ofcom's UK offices and occasional assistance to co-tenants.

Systems, Software & Asset Management

Install, configure, maintain, and troubleshoot hardware, software, mobile devices, and system updates.
Manage IT assets and device records, test installations, apply patches, and coordinate software issue resolution.

Application Support

Support and maintain application services in line with agreed procedures and SLAs.
Advise colleagues on approved software, licensing, and third-party applications while ensuring compliance with governance processes.

Incident & Problem Management

Investigate, prioritise, resolve, and document incidents, including support during major incidents and security breaches.
Identify root causes, work with third-party suppliers to drive resolution, implement preventative measures, and contribute to continuous service and product improvement initiatives.

The skills, knowledge and experience you will need for success

Evaluating Problems - Identify and solve issues by using well-thought-out strategies. Consider different angles and potential solutions to resolve concerns. An ability to recognise and escalate risks or constraints to service delivery.
Trailblazing Ideas - Bring fresh perspectives through creative and original ideas that improve processes, policies, or services.
Executing Plans: 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. Can 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.
Harmonising Work: Work closely with subject matter experts and application owners to resolve technical issues.
Articulating Ideas: 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.

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, Teams and Copilot
Active Directory, Group Policy, Windows Server, and print server environments
Working knowledge of network fundamentals, including:
Layer 2/3, DNS, DHCP, TCP/IP, LAN/WAN, Firewalls, switch management, Cisco technologies
Audio-Visual support including:
Basic-to-intermediate understanding of AV systems such as PA systems, vision/audio mixers, interactive displays, and Teams integration for live events.
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 your commitment to growing and developing. Pursue opportunities to learn and add to your skillset.