IT & Software

TechHub Support Analyst

Ofcom

Manchester · Greater Manchester · United Kingdom

Overview

As TechHub Support Analyst, you will be the face of Ofcom ICT, delivering high-quality frontline support to 2,000 colleagues. You’ll diagnose incidents, fulfil requests, and promote secure, productive use of ICT across the UK offices. You’ll collaborate with Service Management and Project Delivery to maintain service levels and contribute to improvements. The role combines hands-on technical work with knowledge sharing and user enablement, in a collaborative team that values inclusion and continuous learning. You’ll have a meaningful impact by enabling smooth digital work across the organisation.

Pay / Benefits
  • flexible working arrangements
  • Rewards and Wellbeing program
  • opportunities for learning and development
  • inclusive culture
  • support for career growth
  • work across multiple offices
Responsibilities
  • Provide expert support across Microsoft 365 apps (Teams, Outlook, Excel, PowerPoint, SharePoint, OneDrive, Planner, Power Automate, Forms, Loop, OneNote, Copilot) and Microsoft Endpoint Manager (SCCM/MDM)
  • Educate colleagues and promote adoption of digital tools and security policies
  • Deliver frontline ICT support to 2,000+ users face-to-face, remote, and proactive floor-walking
  • Serve as primary contact for support requests, perform first-line diagnosis, incident resolution, escalation and documentation
  • Install, configure, maintain, and troubleshoot hardware, software, mobile devices, and system updates
  • Manage IT assets and device records, test installations, apply patches, coordinate software issue resolution
  • Support and maintain application services in line with procedures and SLAs
  • Advise on approved software, licensing, and third-party apps with governance compliance
  • Investigate and resolve incidents, participate in major incidents and security breach responses
  • Identify root causes, coordinate with third-party vendors, implement preventative measures and support continuous improvement initiatives
Key requirements
  • Front-line ICT support experience
  • Level 3 apprenticeship in ICT or equivalent qualification/experience
  • Full UK Driving License
  • Customer-focused communication
  • Collaborative teamwork
  • Proactive problem solving
  • Microsoft 365 (incl. Teams, Exchange Online, Copilot)
  • Microsoft Endpoint Manager (SCCM/MDM)
  • Windows 11

Reference: WJ-747_31060193

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