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Service Desk Analyst

Ofgem
London, GBR
Full-time
Hybrid
£29,313–£33,936
Discovered 1 months ago
First-line IT supportActive DirectoryExchangeWindows 11Office 365IT service management (ITSM)

Full Job Posting

Role overview

Provide first-line technical support across departmental IT applications and services, end-user computing, multifunction devices and standard IT equipment.

The role requires increased office attendance for hands-on support; the description specifies 60% weekly office attendance and three office days per week.

Responsibilities

  • Support hardware, software, audiovisual and communications platforms; log, manage and escalate incidents and service requests.
  • Maintain physical hardware asset records and manage access, licences and joiner, mover and leaver requests.
  • Serve users by phone, email and face-to-face; gather triage information and explain good practice for IT systems and tools.
  • Maintain ticket documentation, follow ITIL-based incident and asset processes, and contribute knowledge-base articles.
  • Coordinate with IT Operations and DDSS, and provide updates to service management leads.

Person specification

  • Experience providing first-line IT support in a service desk environment.
  • Familiarity with Active Directory, Exchange, Windows 11 and Office 365.
  • Ticket and support queue management skills, and understanding of incident, request, change, problem and asset management.
  • Strong time management, systematic troubleshooting and experience in a fast-paced, service-focused area.
  • Motivation to deliver excellent customer service and learn new technologies.
  • Work a Monday-to-Friday shift pattern covering 8am–6pm and attend the office for on-site support.
  • Hold ITIL v4 Foundation or obtain it within six months of role acceptance.

Working pattern

  • Full-time; shift coverage is Monday to Friday, 8am–6pm.

Salary and benefits

  • Salary is £29,313–£33,936; the description does not state a pay cadence.
  • Benefits include a Civil Service pension and annual leave.

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