TechHub Support Analyst

Closing Date:28/08/2026

Group:

Corporate Group Management Level:Administrator Job Type:Permanent

Job Description:

Please note this role will close  on Friday 28 August so we advise making your application by midnight on Thursday 27 August.

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 Tech Hub 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 Tech Hub 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  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 Tech Hub 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, One Drive, Planner, Power Automate, Forms, Loop, One Note 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…