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. To 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. Person specification Essential Criteria Experience of working in an IT Department at 1st and 2nd line support (Lead criteria). Experience in active Directory, exchange services and hardware support. Windows 10 Operating System knowledge, Office 2016 & O365 skills (Lead criteria). 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 We'll assess you against these behaviours during the selection process: Seeing the Big Picture Communicating and Influencing Working Together Managing a Quality Service Delivering at Pace Technical skills We'll assess you against these technical skills during the selection process: Please refer to the Candidate Pack attached for full details. Benefits 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. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills. When you press the 'Apply now' button, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications. You will then be asked to provide a 1250 word 'personal statement' evidencing how you meet the essential and desirable skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the essential and desirable skills and capabilities. The Civil Service values honesty and integrity and expect all candidates to abide by these principles. Ofgem take any incidences of cheating very seriously. Please ensure all examples provided are of your own experience. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant applications will be withdrawn from the process. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements 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 (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .