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Senior IT Service Desk Analyst candidate pack

OFG 1057 – Senior IT Service Desk Analyst
About us
Ofgem is Great Britain’s gas and electricity regulator. Our goal is to protect
energy customers’ interests, now and in the future. We make sure competition
encourages great customer service and bears down on companies’ prices and
profits. We do this by scrutinising costs and checking that companies stick to the
rules we set. If a company falls short, we act. Since 2010, we’ve imposed over
£100 million in fines.
We also control the revenue that network companies earn from running gas and
electricity grids. This way we make sure customers get value for money from a
£6 billion a year programme to upgrade Britain’s networks.
And we are planning for the future too, with the rollout of smart metering over
the next few years, and looking ahead to make sure there’s enough capacity in
the system to meet demand.
About a third of our staff work in Ofgem E-Serve, a division that runs
government environmental and social schemes. These include the Energy
Companies Obligation, the Domestic and Non-Domestic Renewable Heat
Incentives, the Renewables Obligation, the Feed-In Tariff scheme, and the
Climate Change Levy exemption. The total value of these schemes is
approximately £6 billion per year; our costs for administering them are just
0.6% of this.
We are a diverse and vibrant organisation, with the majority of our staff working
in our London (Canary Wharf) and Glasgow offices. You can find the Ofgem
structure chart here.
We aim to attract, support, retain and motivate our staff by making sure that
they have the skills and knowledge to perform their roles effectively and provide
them with development opportunities to build a career.
We offer a variety of development including formal training, on-the-job training
and coaching. There is also a comprehensive management development
programme and support for further education and professional qualifications.
Ofgem is a great place to work, and we hope to be welcoming you soon.
Dermot Nolan
Chief Executive
Ofgem Privacy Notice
Registration on Ofgem Recruitment Portal
When you register on the Ofgem Recruitment Portal your personal data and
information about any applications you have made, will be collected and stored
on the platform in order for you to access your details and simplify the
recruitment application process.
How Ofgem will handle your data and job applications
As part of our external recruitment process, personal information will be
collected and will only be used to process the application and monitor
recruitment statistics.
Where we want to disclose information to any other third parties (for example
where we want to take up a reference or obtain a ‘disclosure’ from either CIFAS,
the Disclosure and Barring Service or Disclosure Scotland), we will not do so
without informing you beforehand unless the disclosure is required by law.
Personal information about unsuccessful candidates will be held on file for six
months. After the recruitment exercise has been completed, it will then be
destroyed or deleted. We retain personalised statistical information about
applicants to help inform our recruitment activities, but this is only available to
Full details of the Ofgem Privacy Policy and how your data is used can be found
at https://www.ofgem.gov.uk/privacy-policy
Your data when applying for open vacancies
Each time you submit an application the data that we collect will be stored and
utilised in line with the Ofgem Privacy Policy, as outlined above.
Your rights to have your data removed and/or destroyed
All candidates have the right to have their data deleted at any point and this can
be done by emailing recruitment@ofgem.gov.uk
Your Consent and confirmation
By submitting an application, you are consenting to us using, and storing your
data, as outlined in this Privacy Notice, full details can be found in the Ofgem
Privacy policy as outlined above.
If you have any concerns you can view the Civil Service Privacy Statement by
clicking here.
This privacy policy will be kept under regular review.
Role Profile
Role details
Role Title
Senior IT Service Desk Analyst
Division and Directorate
Corporate Functions / IM&T
Number of positions and
contract type
1 , Permanent
Ofgem’s Information Management & Technology (IM&T) directorate engages internally
with Ofgem’s business units and externally with industry to facilitate and deliver a
range of technical services. The range of services encompasses the provision of IT
infrastructure (applications, email, end user devices, etc.) and environments to host
E-Serve schemes as well as managing all IT assets for Orange, E-Serve and Corporate
Functions departments. Additionally, the directorate offering includes IT support,
Change Management and Performance Management; articulating value and improving
performance relative to new IT solutions, business process improvements and Ofgem’s
strategic change objectives.
This role is within the Service Desk team providing first line IT technical support to
business customers. The person selected will positively engage customers to extract
salient detail to identify, triage and if applicable resolve the problem using acquired
experience or tools provided.
Key responsibilities
List the key responsibilities / duties of the role
To provide support and cover to the Service Desk manager
Act as an escalation point for service desk analysts
Produce and update service desk policies and procedures
To provide support to desktop users, network infrastructure and back-office
systems within agreed SLA’s
Ensure a high level of customer satisfaction is achieved
Maintain and support SharePoint 2010
Conform to Ofgem’s ITIL practices and procedures
Manage support tickets ensuring SLA’s and targets are met
Maintain key Ofgem systems.
Provide Project Support
Shift worker (extended operating hours 7am – 7pm)
Key outputs and deliverables
Ensure Service Desk Phone is answered in a timely manner
Resolve 1st and 2nd Line support issues in accordance with SLA’s
Provide accurate ticket notes to colleagues following in-depth investigation
Support and research SharePoint 2010
Provide hardware support for servers/workstations/laptops.
Microsoft Active Directory Maintenance
Configure and maintain Windows 7/10 and Office 2010/13/365
Support client side remote access tools (SSLVPN)
Provide system specific support
Produce system documentation
Support IT Infrastructure projects
Ad-hoc activities that may occasionally be requested
Key stakeholder relationships
Provides desktop and specific system support to members of staff
Provides regular updates to other members of staff regarding IT issues
Provides expert advice to other members of the IT Department
Assist the Service Desk Manager in ensuring SLA’s are met
Liaise with the Technical Support team to identify and resolve issues
Specific skills and capabilities
Active Directory, Exchange services and hardware support expertise
Solid Windows 7/10 Operating System knowledge
Knowledge of SCCM 2012/WDS packages, patching and deployment
Solid Office 2010/13/365 skills
SharePoint 2010/Sharepoint online support expertise
Virtual Desktop experience (VMWARE View Horizon preferable)
Proven expertise of working in an IT Department at 1st and 2nd line support
Personal ticket and support queue management skills
Proven experience in providing a high level of customer service
Knowledge of Windows Server 2008/12
These are the competencies that are relevant for this role and a selection of these will
be assessed at interview.
Setting Direction
Changing and Improving
Making Effective Decisions
Engaging People
Collaborating and Partnering
Building Capability for All
Delivering Results
Managing a quality service
Delivering at pace
How to apply
To apply for this role, you are required to submit a CV and Suitability Statement.
Completed applications should be submitted by midnight on the closing date.
Applications received after that time will not normally be considered. Your
application should consist of:
CV (saved as forename. surname CV)
Suitability Statement
As part of your application process, we will check your details against CIFAS
fraud prevention databases.
Should our investigations identify fraud or the commission of any other criminal
offences by you when applying for, or during the course of your employment
with us, we will record the details of this on the relevant fraud prevention
databases. This information may be accessed from the UK and other countries
and used by law enforcement agencies and by us and other organisations to
prevent fraud.
Further details of the CIFAS fraud prevention databases, through which we share
information, can be obtained by contacting recruitment@ofgem.gov.uk
Your details will also be checked against the Civil Service Internal Fraud
Database (IFD) of employees dismissed for fraud or dishonesty offences. Where
an applicant to Ofgem is successful in interview, we will check your name and
date of birth against the IFD. Any applicant who is included in the IFD will be
refused employment.
This information will be retained by the Cabinet Office on the IFD for a period of
five years from the date of dismissal (or the date employment ended). GRS and
other recruitment teams will share with the Cabinet Office the outcome of the
checks for monitoring and analysis purposes. The Cabinet Office will use this
information for research on the prevention and detection of fraud. This will not
be shared outside Cabinet Office, GRS, and other recruitment teams, except on
an anonymised basis.
Overview of process
Your completed application will be acknowledged and you will be notified of the
outcome of the application.
Your invitation to interview correspondence will give details of specific date and
time. We will also notify you of any presentations / tests etc (not all roles require
this). The interview will be a combination of competency questions and role
specific questions. Please see the competency framework below relevant to this
Please note, Ofgem do not cover the cost of travel to and from your interview.
You will be assessed against a selection of the Band C Competencies at
interview stage. These are specified in the role profile.
The competencies can be found here. Please ensure you download and keep this
document in preparation for your potential interview.
Terms and conditions
Role Title
Hours of work
Annual leave
Senior IT Service Desk Analyst
£29,200 - £35,795
Glasgow: 37 hours per week
As a new starter you are entitled to 25 days
annual leave which will rise to 30 days after 2
years’ service. If you are transferring from
another Government Department, and have 2
years continuous service your annual leave
will be 30 days on joining.
You will also receive 10.5 days public, Bank
and privilege holiday. Please note the dates
vary in England, Wales and Scotland.
If your appointment is for less than a year
then you will receive a pro-rata and
public/privilege allowance.
Other benefits
The civil service offers excellent pension
arrangements. For further information, please
 Cycle to work
 Childcare vouchers
 Season ticket loan
 Employee wellbeing
 Enhanced maternity /paternity pay
 Subsidised Gym
Our values
Making a positive difference for energy consumers
Our priority is to protect and to make a positive difference for all energy
consumers. We work to promote value for money, security of supply and
sustainability for present and future generations. We do this through the
supervision and development of markets, regulation and the delivery of
government schemes.
We work effectively with, but independently of, government, the energy industry
and other stakeholders. We do so within a legal framework determined by the
UK government and the European Union.
Our values are:
Committed to making a positive difference for all energy consumers today
and for a sustainable future
Making time to hear and understand views and be open to new ideas
Being experts in our field - learning from everything we do – developing
our skills
Acting with independence
Being transparent and straightforward in our dealings with each other and
our stakeholders
Basing our decisions on the best available evidence and impartial
Finding a way to make things happen
To deliver - focusing on the consumer outcome, working collaboratively
with each other, and in partnership with stakeholders
Thinking ahead, and leading thinking
Equalities and diversity
As an employer we are committed to equality. We want to be an organisation
that people are proud to be part of. We welcome applications from all people
across all sections of our diverse communities.
We aim to ensure equality of opportunity in our employment practice and
processes. This is irrespective of disability, gender, age, marital status, sexual
orientation, race, colour, nationality, ethnic or national origins, religion or
religious affiliation, working pattern and responsibility for dependents.
We believe that every employee should be treated with openness, honesty and
respect. We won’t tolerate unfair treatment or discrimination. We aim to have a
workforce that reflects the diverse community that we serve. We value and
make the best use of this diversity of talent, so that our people fulfil their
potential and create the conditions for business success.