Senior Service Desk Analyst

Successful candidates may be based in any of our office locations – Cardiff, Glasgow, or London. We especially welcome applicants from Cardiff and Glasgow. (60% hybrid, 3 days per week)

Please note this is a 1 Year Fixed term contract

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.

• 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.

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  (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…