Closing Date: 26/07/2026 Group: Corporate Group Management Level: Administrator Job Type: Permanent
About Ofcom
As the UK's communications regulator, Ofcom delivers vital work that helps keep the UK connected and shapes the future of how we stay connected. The organisation covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices, and tackles making the online world safer.
About the Team
You will join the Local TechHub Support Team, providing hands on ICT support for hardware, software, audio visual, and telephony services to over 2,000 colleagues across London headquarters and seven regional offices.
Purpose of the Role
As a TechHub Support Analyst (TSA), you will be the face of Ofcom ICT, delivering responsive, high quality support by resolving incidents, fulfilling service requests, and championing a positive ICT experience. You will collaborate with Service Management and Programme Delivery teams to maintain service levels, support changing ICT services, and contribute as a technical resource in projects.
Your Key Responsibilities
- Provide specialist advice, training, and support on Microsoft 365, Endpoint Management, meeting room technologies, and cybersecurity policies.
- Act as the routine contact point for colleague requests, handling incidents and problems and providing proactive floor walking activities.
- Offer ad hoc support to national sites and remote support for over 2,000 colleagues via Teams Virtual TechHub chat.
- Review and manage system software updates, maintain mobile device management, install and test new software versions, and troubleshoot issues.
- Maintain application support processes, investigate issues using application management tools, and guide colleagues on approved software suites.
- Prioritise, diagnose, and resolve incidents, escalating unresolved or aged incidents and documenting actions.
- Investigate and manage problems, collaborate with third party vendors, and contribute to forums and feedback portals.
- Use ServiceNow or similar CRM systems and apply ITIL and project management practices for smooth delivery.
Technical Knowledge & Expertise
- Windows 11, Microsoft 365 (Exchange Online, Teams, Copilot), Active Directory, Group Policy, Windows Server and print server environments.
- Network fundamentals: Layer2/3, DNS, DHCP, TCP/IP, LAN/WAN, firewalls, switch management.
- Audio visual support for PA systems, vision/audio mixers, interactive displays and Teams integration for live events.
- Experience with ServiceNow or similar service/CRM platforms.
Qualifications & Experience (Essential)
- Experience in a front line ICT support role.
- Level3 apprenticeship in ICT or an equivalent qualification such as A levels.
Desirable Qualifications and Certifications
- SDI Service Desk Analyst (SDA)
- ITIL4/5 Foundation - IT Service Management
- CompTIA A+ (/1202)
Inclusive Hiring at Ofcom - Equal Opportunity Statement
At Ofcom, our mission is to make communications work for everyone. We welcome people of all backgrounds, skills, and experiences. We value diversity, equality, and inclusion, ensuring that our workforce reflects the UK's demographics. Applications and interviews are accessible to all, and we are a Disability Confident Leader guaranteeing interviews for disabled applicants who meet the essential criteria.