IT Service Support Analyst – National Archives
Salary: £29,258 per annum, Permanent contract, Band D / Executive Officer, Closing date: Wednesday 8th July 2026 at midnight.
The role is based at our Kew site with a mix of onsite and home working. The successful candidate will support IT services for the UK’s digital record, operating within an ITIL‑aligned Service Desk environment.
Responsibilities
- 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.
- Maintain clear communication with stakeholders at all levels, translating technical information into accessible language.
- Identify, analyse, and report recurring incidents and service trends, escalating risks and problem candidates where appropriate.
- Support the delivery of approved changes to ICT systems, ensuring all changes are authorised and risk assessed.
Essential Criteria
- Working experience in an IT support or service environment with a good working knowledge of core Microsoft technologies (Windows OS, Microsoft 365, Active Directory).
- Foundational understanding of common end‑user, network, server, cloud and VoIP issues, and the ability to follow structured approaches to diagnose problems.
- High attention to detail; ability to accurately log, update and maintain records relating to incidents, requests, assets and configurations.
- Analytical and methodical approach to problem‑solving, with the ability to investigate issues, identify likely causes and contribute to resolution.
- Experience working within an ITIL‑aligned service management environment, with a practical understanding of incident and request management and an appreciation of change and problem management.
- Excellent interpersonal and communication skills, with a strong customer focus and the ability to explain technical information clearly to non‑technical users.
- Proven ability to work effectively as part of a team, contributing to individual and shared objectives across different levels of the organisation.
Desirable Criteria
- Experience working on a busy, customer‑focused IT Service Desk, managing competing priorities and service levels.
- Experience with or managing relationships with third‑party suppliers, including coordination, escalation and follow‑up.
- ITIL Foundation certification, or equivalent practical experience working within an ITIL‑aligned environment.
- Experience using IT Service Management (ITSM) tools, including ticket management, workflow configuration, automation, self‑service portals, knowledge bases and reporting.
- Experience supporting teams using Atlassian tools such as Jira and Confluence.
- Ability to recognise common cyber security threats (e.g. phishing, malware, credential compromise) and understand when and how to appropriately escalations, including supporting security incident response activities in a service desk context.
Benefits
- Generous benefits package, including pension, sports and social club facilities, onsite gym, discounted rates at the on‑site café and opportunities for training and development.
- Annual leave entitlement of 22 days per calendar year (rising to 25 after the first year, and incrementally to 30 after six years) and 10½ public and privilege holidays per annum.
- Various government schemes, including Tax‑Free Childcare, where applicable.
Equal Opportunity
The Civil Service is committed to attracting, retaining and investing in talent wherever it is found. We are an equal opportunity employer and encourage applications from people of all backgrounds, including those with disabilities, veterans and members of under‑represented groups.
