{"id":90682,"url":"https://alion.io/job/ofcom-techhub-support-analyst","title":"TechHub Support Analyst","company":{"id":34691,"name":"Ofcom","domain":"ofcom.org.uk","url":"https://alion.io/company/ofcom","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manchester, United Kingdom","Warrington, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Copilot","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Power Automate","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-08-12T00:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T23:28:06Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":65},"description":"Closing Date:\n25/10/2026Group:\nCorporate GroupManagement Level:\nAdministratorJob Type:\nPermanentJob Description:\nPlease note this role will close at 00.01 on Sunday 25 October so we advise making your application by midnight on Saturday 24 October.\nAbout Ofcom\nAs the UK’s communications regulator, we’re delivering vital work that helps keep the UK connected and shapes the future of how we’ll stay connected with each other. Our work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices. We’re also taking on the challenge of making the online world a safer place. And we need people of all backgrounds, skill sets, and experiences to help us achieve our goal of making communications work for everyone.\nAbout the Team\nYou’ll be joining our friendly and dedicated Local TechHub Support Team, who are passionate about delivering a first-class face-to-face ICT support experience. Working collaboratively with our trusted outsourcing partner, we provide hands-on support for hardware, software, audio visual, and telephony services to over 2,000 colleagues across Ofcom’s London headquarters and seven regional offices. We take pride in creating a welcoming environment where every team member is valued, supported, and empowered to make a real difference.\nPurpose of the Role\nAs a TechHub Support Analyst (TSA), you will be the “face of Ofcom ICT”, placing colleague experience at the heart of every interaction. You'll provide responsive, high-quality support by resolving incidents, fulfilling service requests, and championing a positive ICT experience.\nThe TSA takes a proactive approach to diagnosing and resolving problems, sharing knowledge with colleagues, and promoting the effective use of ICT solutions. You'll play a key role in gathering feedback from colleagues and ensuring it is communicated internally to help drive service improvement.\nIn addition to day-to-day support, you will collaborate with the Service Management and Programme Delivery teams to help maintain service levels, support new or changing ICT services, and contribute as a technical resource in project delivery.\nYour key responsibilities\nYou will be supported by the wider TechHub team and ICT colleagues to develop a good working knowledge of the following skills:\nTechnical Expertise & User Enablement\nProvide expert support and guidance across Microsoft 365 (including Teams, Outlook, Excel, PowerPoint, SharePoint, OneDrive, Planner, Power Automate, Forms, Loop, OneNote and Copilot), Microsoft Endpoint Manager (SCCM/MDM), meeting room technologies, and cyber security best practices.\nTrain and educate colleagues, promote knowledge sharing, and support adoption of digital tools and security policies.\nCustomer Support & Stakeholder Management\nDeliver colleague-focused ICT support for over 2,000 users through face-to-face, remote, and proactive floor-walking support.\nAct as the primary contact for support requests, carrying out first-line diagnosis, incident resolution, escalation, and documentation.\nProvide support across Ofcom's UK offices and occasional assistance to co-tenants.\nSystems, Software & Asset Management\nInstall, configure, maintain, and troubleshoot hardware, software, mobile devices, and system updates.\nManage IT assets and device records, test installations, apply patches, and coordinate software issue resolution.\nApplication Support\nSupport and maintain application services in line with agreed procedures and SLAs.\nAdvise colleagues on approved software, licensing, and third-party applications while ensuring compliance with governance processes.\nIncident & Problem Management\nInvestigate, prioritise, resolve, and document incidents, including support during major incidents and security breaches.\nIdentify root causes, work with third-party suppliers to drive resolution, implement preventative measures, and contribute to continuous service and product improvement initiatives.\nThe skills, knowledge and experience you will need for success\nEvaluating Problems - Identify and solve issues by using well-thought-out strategies. Consider different angles and potential solutions to resolve concerns. An ability to recognise and escalate risks or constraints to service delivery.\nTrailblazing Ideas - Bring fresh perspectives through creative and original ideas that improve processes, policies, or services.\nExecuting Plans: Take ownership of incidents, requests, and project tasks, providing timely updates with an ability to apply ITIL and project management practices to ensure smooth delivery. Can organise tasks and set clear goals, managing resources wisely, while keeping an eye on progress. Remain flexible in the face of change, anticipating and adjusting to shifts.\nHarmonising Work: Work closely with subject matter experts and application owners to resolve technical issues.\nArticulating Ideas: Create clear, user-friendly technical content to support colleague self-service. Communicate confidently and credibly with diverse audiences, with an ability to adapt communication style to meet different user needs.\n Technical Knowledge & Expertise\nSupport medium-to-complex incidents, requests, and project activities.\nConfident use of ServiceNow or similar service/CRM systems.\nUnderstand and apply Service Management and Project Management frameworks.\nRefer to technical documentation and resources to assist users and resolve issues.\nStrong working knowledge of:Windows 11 and Microsoft 365 (including Exchange Online, Teams and Copilot\nActive Directory, Group Policy, Windows Server, and print server environments\n\nWorking knowledge of network fundamentals, including:Layer 2/3, DNS, DHCP, TCP/IP, LAN/WAN, Firewalls, switch management, Cisco technologies\n\nAudio-Visual support including:Basic-to-intermediate understanding of AV systems such as PA systems, vision/audio mixers, interactive displays, and Teams integration for live events.\n\nProvide end-to-end support for high-profile events including Town Halls, Teams Live Events, and webinars - ensuring AV systems are set up, tested, and operated smoothly.\nSupport event recording, live captioning, and post-event processing or publishing of event content where needed.\nTake ownership of your learning through tools like LinkedIn Learning and support continuous knowledge development.\nShow your commitment to growing and developing. Pursue opportunities to learn and add to your skillset.\n Qualifications and Experience (Essential)\nExperience in a front-line ICT support role\nLevel 3 apprenticeship in ICT (e.g. Azure Cloud Support Specialist), or equivalent qualification/experience (e.g. A-levels)\nFull UK Driving License\n Desirable Qualifications and Certifications\nSDI Service Desk Analyst (SDA)\nITIL® 4/5 Foundation - IT Service ManagementCompTIA A+ (220-1201/1202)\nInclusive hiring at Ofcom\nAt Ofcom, our mission is clear: to make communications work for everyone. To achieve that, our people must reflect the diversity of the UK, in background, identity and experience.\nWe believe innovation thrives when difference is valued and everyone feels empowered to contribute their ideas and perspectives. That’s why we welcome colleagues of all ethnicities and races, sexes, genders and gender identities, sexual orientations, ages, faiths and beliefs, and those with apparent and non-apparent disabilities. We value socio-economic diversity, life experience and neurodiversity too. Whether you’re a carer, a parent, a veteran, or re-entering work after time away, your voice and perspective matter here.\nFlexibility is at the heart of how we work because we want you to thrive in a way that suits you best. Most roles can therefore be adapted for part-time hours, job shares, or other flexible arrangements. Learn more about our Rewards, Benefits and Wellbeing on our careers page.\nOur recruitment process is intentionally designed to be open and accessible. If you need adjustments, information in a different format or an alternative way to apply, contact us at  or 0330 912 1378.\nAs a proud Disability Confident Leader, we guarantee interviews for disabled applicants who meet the essential criteria for a role. 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