Service Support Analyst

Service Support Analyst (IT Support): Providing 2nd line support for public sector digital and data services with an accent on incident triage, problem management, and system availability. Focus on maintaining high service standards, resolving complex technical issues, and contributing to knowledge management within a collaborative managed service environment.

Location: Must be based in the UK (Bristol, London, Manchester, or Swansea hubs available)

Salary: £33,000–£43,000 per year

Company

Made Tech utilizes human-centred technology to build, design, and deliver impactful public sector services.

What you will do

• Triage and resolve 2nd line support incidents to minimize impact on end users.
• Monitor production solutions to ensure ongoing availability and performance.
• Communicate effectively with security and product teams regarding major incidents and outages.
• Manage user service requests including IAM provisioning and access management.
• Create and maintain documentation, knowledge base articles, and automated service responses.
• Identify recurring issues and develop workarounds while collaborating with 3rd line teams on long-term resolutions.

Requirements

• Strong IT background with experience in production digital or data service environments.
• Must be eligible for SC (Security Check) clearance (requires 5 years continuous UK residency and employment history).
• Logical and analytical approach to troubleshooting complex technical problems.
• Understanding of ITIL, ISO20000, and standard incident/problem/change management processes.
• Familiarity with infrastructure tools including scripting (Python/SQL), IaC (Terraform/Ansible), and DevOps platforms (GitLab/Bitbucket).
• Excellent oral and written communication skills suitable for technical and non-technical stakeholders.

Nice to have

• Knowledge of network and firewall infrastructure.
• Experience supporting disaster recovery activities in production environments.
• Prior experience in a consultancy‑style delivery environment.

Culture & Benefits

• 30 days of paid annual leave plus bank holidays.
• Flexible working hours and hybrid/remote work policies.
• Flexible parental leave options.
• Individual benefits allowance for health plans or pension contributions.
• Access to paid counselling, financial and legal advice.Active communities of practice and social wellbeing calendar.