TechHub Support Analyst

Please note: this role will close at 00:01 on Sunday 26 July, and therefore we advise getting your application in by no later than midnight on Saturday 25 July.

Important: this role will require regular attendance at our London office, along with some regional travel to other local offices including Baldock for support when required.

About Ofcom

As the UK’s communications regulator, we’re delivering vital work that helps keep the UK connected and shapes the future of how we’ll stay connected with each other. Our work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices. We’re also taking on the challenge of making the online world a safer place. And we need people of all backgrounds, skill sets, and experiences to help us achieve our goal of making communications work for everyone.

About the Team

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:

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 and 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.

Qualifications and Experience (Essential)

• Experience in a front-line ICT support role

• Level 3 apprenticeship in ICT (e.g. Azure Cloud Support Specialist), or equivalent qualification/experience (e.g. A-levels)

Inclusive hiring at Ofcom

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. Learn more about our Rewards, Benefits and Wellbeing on our careers page. 

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 (phone number removed). 

As a proud Disability Confident Leader, we guarantee interviews for disabled applicants who meet the essential criteria for a role. You can read more about this commitment here. 

Whoever you are, whatever your story, you belong at Ofcom.