IT Service Support Analyst

About the role

- Provide first-line IT support for incidents, requests and live service issues - Take ownership of tickets from initial contact through to resolution or escalation - Support users across Microsoft 365, Windows, collaboration tools and core business applications - Maintain accurate ticket updates, documentation and knowledge articles - Work with resolver teams and suppliers to diagnose and resolve more complex issues - Support approved changes and service improvement activities - Contribute to maintaining a positive, professional and customer-focused support experience What matters here: - Delivering reliable and well-run IT support services - Clear communication and strong customer experience - Thorough investigation and ownership of issues - Learning from repeat incidents and service trends - A collaborative approach to support and improvement - Developing technical capability over time Who this might suit: - Someone early in their IT career looking to broaden their technical capability - Someone with Service Desk experience ready to take on more ownership and responsibility - Someone who enjoys helping users and solving problems in a live environment - Someone motivated by public service and delivering reliable services that matter Application Process: - Interview: Interviews will be held on-site, week commencing 20th July 2026. Candidates invited to interview will also attend a peer panel as part of the process. This is an informal meeting with current employees at The National Archives. Further information will be included in interview invitations. - Application: We ask all applicants to submit work history details and a personal statement of up to 1200 words. Both elements will be assessed against the essential criteria shown in the job description below. We are particularly interested in how you apply your experience in practice. Responses should reflect your own work and understanding. Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please visit the Civil Service Careers website where you can find further information on the use of AI in the application guidance section. Sponsorship: We are unable to offer sponsorship for this role. Job Description Department IT Operations Reports to IT Service Desk Manager Line manages None Band D Location Kew Job Purpose The IT Service Desk Analyst

Benefits

Additional Information

As the living, growing home of our national story, The National Archives is a special place to work. We're an institution nearly 200 years old with a collection spanning 1,000 years of history. We've set ourselves the challenge of becoming the 21st Century national archive - a different kind of cultural and heritage institution: Inclusive, Entrepreneurial, Disruptive. We won't become this overnight. It will take time, focus, effort and daring. That's where you come in. Because we can't do this without you. Job Overview Salary: £29,258 per annum Contract type: Permanent Band: D / Executive Officer Closing date: Wednesday 8th July 2026 at midnight Help support the technology behind the UK's digital record! We're looking for an IT Service Support Analyst to join our IT Operations team. At The National Archives, technology underpins how the UK's digital record is preserved, accessed and protected. The Service Desk is central to ensuring those services remain reliable, secure and trusted. This is a hands-on role providing first-line support across a wide range of IT services and technologies. You'll act as the first point of contact for incidents and service requests, helping restore service quickly while delivering a high standard of customer experience. You'll work closely with colleagues across Infrastructure, Security and Digital teams, as well as third-party suppliers, contributing to the smooth running and continual improvement of live services. You'll also be joining a well-established and supportive team environment where learning, collaboration and development are encouraged. This is a full time post. However, requests for part-time working, flexible working and job share will be considered, taking into account at all times the operational needs of the Department. A combination of onsite and home working is available and applicants should be able to regularly travel to our Kew site for the majority of their work time. SC clearance/willingness to obtain SC clearance will be required for this role. This requires candidates to have been resident in the UK for at least the past three years. Please do not apply if you have been resident in the UK for less than three years as your application will be rejected.

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