Ofgem is Great Britain’s independent energy regulator. With energy in the news every day, we want people who’ll thrive on the challenge of keeping the UK’s lights on – and helping us work with government, industry and consumers to create a cleaner, greener environment.
This role sits at the heart of our DDaT profession within Ofgem and you will be working alongside a host of digital experts. Over time, you’ll help lay the foundation for our transition into a digital regulator that will oversee a very different energy sector in the future.
In essence, you’ll be our first line help-desk support, helping colleagues with hardware and software issues over the phone, through the ITSM Tool, and in person during your office shifts.
In every case, we’ll look for you to offer a friendly service, as you get enough information to either resolve the problem yourself or escalate it to a more senior member of the team.
It’s fast-paced, diverse work – where you get to see the technologies and transformations that are driving Ofgem forward. Do well, and you’ll soon find doors opening across the organisation.
Technically-speaking, we’re looking for Active Directory, Exchange services and hardware knowledge, not to mention expertise in Windows 10, and Office 2016 and O365 (Azure would be a real plus). However, it’s your experience in and your approach to the support desk that’ll set you apart. If you enjoy building good relationships, and are efficient and effective with your time, you’ll thrive here.
You’ll also need the flexibility to join the team’s shift pattern, covering Monday to Friday 8am-6pm, and be available to work from the office 2-3 days a week.
We welcome candidates from all backgrounds, and especially welcome individuals from underrepresented groups. While this is a full-time role, flexible working patterns and job shares are welcome.
Key Responsibilities
* Provide first line support (Audio Visual, Windows, Unified Comms, Microsoft Office, Active Directory), answering support queries via phone, email and IT Service Management ticketing system.
* Become a focal point for Digital Services support in the London office in order to assist with escalations and operational day to day issues affecting the building and its staff.
* Produce and update service desk policies and procedures.
* Deliver a high level of professional customer service on the phone and face-to-face when in the office.
* Act as a liaison between the Service Desk and other resolver groups, escalating issues where necessary.
* Log all calls and resolutions for trending and knowledge base purposes. Identify and resolve any gaps within the processes and support the continuous improvement of the way in which the Service Desk delivers its service.
* Maintain key Ofgem systems conforming to Ofgem’s ITIL practices and procedures.
* Ability to as part of a shift pattern covering Monday to Friday 8am-6pm, Hybrid Working 2 – 3 days per week in the office for on-site support.
Key Outputs and Deliverables
* Service Desk Phone is answered in a timely manner (SLA calls answered within 30 seconds).
* 1st and 2nd Line support issues are resolved in accordance with SLA’s following Ofgem regulations, any other relevant protocols and best practice.
* Accurate ticket notes are made for colleagues following in-depth investigation.
* Procedures and processes are documented and maintained; continuous improvement (e.g. automation and self-service) is supported/driven.
* Support for the effective service monitoring and performance of the service desk.
* User base educated on best practice and use of hardware and software, such as the Office 365 suite of applications, use of AV equipment, connecting remotely etc.
Essential Criteria
* Experience of working in an IT Department at 1st and 2nd line support.
* Experience in Active Directory, Exchange services and hardware support. Windows 10 Operating System knowledge, Office 2016 & O365 skills.
* Excellent time management; systematic approach to troubleshooting.
* Personal motivation to achieve consistently high levels of customer service and learn new and existing technologies.
* Personal ticket and support queue management skills.
Desirable Criteria
* Working knowledge of Azure Technologies.
* Understanding AV Equipment Basics.
Behaviours
* Seeing the Big Picture
* Communicating and Influencing
* Working Together
* Managing a Quality Service
* Delivering at Pace
Alongside your salary of £28,390, OFGEM contributes £8,224 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; Hybrid working (currently 1 day a week in the office but is in review), flexible working hours and family friendly policies.
Selection process details: This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills. When you press the ‘Apply now’ button, you will be directed to a Civil Service test – guidance for this can be found here Civil Service online tests - GOV.UK.
Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard checks.
This Job Is Broadly Open To The Following Groups: UK nationals, nationals of the Republic of Ireland, nationals of Commonwealth countries who have the right to work in the UK, nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme.
Contact point for applicants: Job Contact - Name: Lucy Dowding, Email: recruitment@ofgem.gov.uk
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