Ofgem is recruiting 2 permanent Service Desk Analysts to provide first-line IT support across its departmental applications, systems and end-user technology.
The role involves troubleshooting hardware and software issues, managing IT service requests and incidents, supporting users face-to-face and remotely, and working with wider IT teams to maintain reliable services.
The position is based in London and requires a significant office presence because of the hands-on nature of the support provided to Ofgem staff, offices and estates.
Job Details
- Employer: Ofgem
- Job title: Service Desk Analyst
- Reference: 483210
- Location: London
- Salary: £29,313 – £33,936 per year
- Grade: Executive Officer
- Contract: Permanent
- Working pattern: Full-time
- Vacancies: 2
- Business area: Ofgem – Corporate Services
- Job areas: Information Technology / Administration / Corporate Support
- Closing date: Sunday 11 October 2026 at 11:55pm
About the Role
As a Service Desk Analyst, you will be part of Ofgem’s IT support function, providing first-line assistance to staff across a range of applications, devices and communication platforms.
You will investigate and resolve technical issues, record incidents and service requests, escalate matters where necessary, and maintain accurate information about IT assets.
The role also involves delivering a high standard of customer service and helping users make effective use of IT systems and tools.
Key Responsibilities
- Provide first-line technical support for hardware, software, audio-visual equipment and communications platforms.
- Log, manage and monitor incidents and service requests through the IT service management system.
- Troubleshoot issues and escalate unresolved problems to second-line support or appropriate resolver teams.
- Maintain accurate asset information for physical hardware handled through joiners, movers and leavers processes.
- Provide support by telephone, email and face-to-face.
- Gather relevant information from users to help with triage and resolution.
- Explain IT systems and tools to users and promote good practice.
- Manage service requests, including access and licence management.
- Take ownership of joiner, mover and leaver requests from start to finish.
- Keep ticket notes and technical documentation accurate and up to date.
- Follow ITIL-based incident and asset management processes.
- Contribute to the knowledge base by recording common problems and solutions.
- Work closely with IT Operations and DDSS colleagues to maintain service continuity.
- Provide appropriate updates to the Service Desk Manager and Major Incident Manager.
Essential Skills and Experience
Applicants should have:
- Familiarity with Active Directory, Exchange, Windows 11 and Microsoft Office 365.
- Experience providing first-line IT support in a service desk environment.
- Experience managing personal tickets and support queues.
- An understanding of how incident, request, change, problem and asset management processes work together.
- Strong time-management skills and a systematic approach to troubleshooting.
- Experience working effectively in a fast-paced, service-focused environment.
- A strong commitment to customer service.
- Willingness to learn and develop knowledge of new technologies.
- The ability to work a shift pattern covering Monday to Friday, 8am–6pm.
- The ability to work in the office 3 days per week for on-site support.
- Current ITIL v4 Foundation certification, or willingness to obtain it within 6 months of accepting the role.
Working Pattern and Office Attendance
The role is full-time and covers a Monday-to-Friday shift pattern between 8am and 6pm.
Because the position involves hands-on technical support for Ofgem employees, offices and estates, the advert states that the role requires increased office attendance.
The person specification specifically requires attendance at the office 3 days per week for on-site support.
Applicants should therefore be prepared for a role with a substantial on-site component.
Civil Service Behaviours
The recruitment process will assess candidates against the following Civil Service behaviours:
- Communicating and Influencing
- Delivering at Pace
- Working Together
Technical Skills Assessment
Candidates will also be assessed on their technical skills.
The application asks candidates to provide a summary of their technical skills in line with the requirements of the role.
Salary and Benefits
The advertised salary is £29,313 to £33,936 per year.
Ofgem also contributes towards membership of the Civil Service Defined Benefit Pension Scheme. The advert gives an employer pension contribution of 28.97%, with an example contribution of £8,491 based on a £29,313 salary.
Other benefits include:
- 30 days’ annual leave after 2 years.
- Civil Service pension benefits.
- Training and development opportunities.
- Flexible working arrangements.
- Family-friendly policies.
- Centrally located offices.
- Opportunities to work with teams contributing to Ofgem’s objectives around establishing a Net Zero energy system by 2050.
Visa Sponsorship and Right to Work
The advert does not state that Skilled Worker visa sponsorship is available for this position.
The nationality requirements state that the vacancy is broadly open to eligible UK nationals, Irish nationals, certain Commonwealth nationals with UK right to work, eligible EU/EEA/Swiss nationals and certain other groups covered by the Civil Service nationality rules.
Applicants who require new UK visa sponsorship should not assume that sponsorship is available and should check their eligibility and the vacancy’s specific right-to-work requirements before applying.
Security and Eligibility
Successful candidates will be required to undergo a basic or equivalent criminal record check.
Candidates must also meet the required security conditions before appointment. The role requires the relevant government security checks, including the Baseline Personnel Security Standard (BPSS) for people working with government assets.
The Civil Service nationality requirements also apply.
Application and Selection Process
The recruitment process uses the Civil Service Success Profiles framework and will assess candidates against the advertised behaviours and technical skills.
After selecting Apply now, applicants will be asked to provide their personal details, career history and qualifications.
Candidates must then submit a 1,250-word personal statement demonstrating how they meet the essential skills and capabilities required for the role.
Applicants should address each relevant criterion clearly and use evidence from their own experience.
If a large number of applications are received, Ofgem may conduct an initial sift against the lead criterion identified in the essential criteria.
An online test is also part of the application process. The test is not timed, but it must be completed for the application to be successfully submitted.
Candidates should ensure that all examples and statements in their application are truthful and based on their own experience. The advert specifically warns applicants about inappropriate use of artificial intelligence and plagiarism.
Closing Date
Applications must be submitted by:
11:55pm on Sunday 11 October 2026
Employer: Ofgem
Role: Service Desk Analyst
Reference: 483210