TechHub Support Analyst

Salary: £39,000 - 79,000 per year

Requirements:

• Experience in a front-line ICT support role.
• Level 3 apprenticeship in ICT (e.g. Azure Cloud Support Specialist), or equivalent qualification/experience (e.g. A-levels).
• Full UK driving license.
• Strong working knowledge of Windows 11 and Microsoft 365, including Exchange Online, Teams, and Copilot.
• Knowledge of Active Directory, Group Policy, Windows Server, and print server environments.
• Working knowledge of network fundamentals, including Layer 2/3, DNS, DHCP, TCP/IP, LAN/WAN, firewalls, switch management, and Cisco technologies.
• Basic-to-intermediate understanding of AV systems such as PA systems, vision/audio mixers, interactive displays, and Teams integration for live events.
• Confident use of ServiceNow or similar service/CRM systems.
• Understanding of Service Management and Project Management frameworks.
• Ability to create clear, user-friendly technical content to support colleague self-service.
• Ability to support medium-to-complex incidents, requests, and project activities.
• Ability to take ownership of learning and pursue opportunities to develop skills.
• Desirable qualifications and certifications include SDI Service Desk Analyst (SDA), ITIL 4/5 Foundation, and CompTIA A+.

Responsibilities:

• Provide expert support and guidance across Microsoft 365, Microsoft Endpoint Manager, meeting room technologies, and cyber security best practices.
• Train and educate colleagues, promote knowledge sharing, and support adoption of digital tools and security policies.
• Deliver colleague-focused ICT support for over 2,000 users through face-to-face, remote, and proactive floor-walking support.
• Act as the primary contact for support requests, carrying out first-line diagnosis, incident resolution, escalation, and documentation.
• Provide support across our UK offices and occasional assistance to co-tenants.
• Install, configure, maintain, and troubleshoot hardware, software, mobile devices, and system updates.
• Manage IT assets and device records, test installations, apply patches, and coordinate software issue resolution.
• Support and maintain application services in line with agreed procedures and SLAs.
• Advise colleagues on approved software, licensing, and third-party applications while ensuring compliance with governance processes.
• Investigate, prioritise, resolve, and document incidents, including support during major incidents and security breaches.
• Identify root causes, work with third-party suppliers to drive resolution, implement preventative measures, and contribute to continuous service and product improvement initiatives.
• Collaborate with 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.
• Support high-profile events including Town Halls, Teams Live Events, and webinars, ensuring AV systems are set up, tested, and operated smoothly.
• Support event recording, live captioning, and post-event processing or publishing of event content where needed.

Technologies:

• Active Directory
• Azure
• Cloud
• Copilot
• Cisco
• CRM
• Hardware
• ICT
• Support
• ITIL
• LAN
• Microsoft 365
• Mobile
• Network
• Security
• ServiceNow
• TCP/IP
• Windows
• Office 365
• Excel
• SharePoint

More:

We are Ofcom, the UKs communications regulator, delivering vital work that helps keep the UK connected and shapes the future of how we stay connected with each other. Our work covers phones and broadband, TV, radio, the postal service, wireless devices, and making the online world a safer place. You will join our friendly and dedicated Local TechHub Support Team, working collaboratively with our trusted outsourcing partner to provide hands-on support for hardware, software, audio visual, and telephony services to over 2,000 colleagues across our London headquarters and seven regional offices. We are based in Manchester and Warrington, and this is a full-time permanent role. We value diversity, flexibility, and inclusion, and we offer adaptable working arrangements such as part-time hours, job shares, or other flexible options where possible.

last updated 34 week of 2026