Senior Service Support Analyst (Public Sector, 2nd Line)

Made Tech Limited; Greater London; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Paid counselling

Flexible benefits platform

Cycle to work scheme

Job summary

A public sector technology company is seeking a Service Support Analyst to provide 2nd line support. You will be responsible for resolving issues, improving services, and providing technical expertise in a collaborative environment. The ideal candidate has a strong IT and customer service background, with familiarity in scripting and infrastructure. Eligibility for SC clearance is required, ensuring candidates have a solid track record in the UK. This role offers you the chance to contribute significantly to public service improvements.

Qualifications

• Experience working in 2nd line support.
• Ability to manage user service requests in line with SLAs.
• Familiarity with following incident, change, and problem management processes.

Responsibilities

• Provide 2nd line support to public sector users.
• Monitor and manage production solutions.
• Collaborate with various support teams on incidents.

Skills

Strong IT background with experience supporting digital and/or data services

Strong customer service background

Logical, analytical approach to problem solving

Knowledge of network and firewall infrastructure

Understanding of the UK public sector

Familiarity with scripting (Python, SQL)

Experience of running disaster recovery activities

Excellent communication skills

Tools

Terraform

Ansible

GitLab

Bitbucket

Job description

A public sector technology company is seeking a Service Support Analyst to provide 2nd line support. You will be responsible for resolving issues, improving services, and providing technical expertise in a collaborative environment. The ideal candidate has a strong IT and customer service background, with familiarity in scripting and infrastructure. Eligibility for SC clearance is required, ensuring candidates have a solid track record in the UK. This role offers you the chance to contribute significantly to public service improvements.