IT Service Support Analyst

Job summary

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

Job description

• 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

Person specification

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, on or around the 30th & 31st 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 listed below. We are particularly interested in how you apply your experience in practice. Responses should reflect your own work and understanding.

Essential Criteria

• Demonstrable experience working in an IT support or service environment, with a good working knowledge of core Microsoft technologies (e.g. Windows OS, Microsoft 365, Active Directory) and a willingness to build deeper technical capability over time.
• A foundational understanding of common end‑user, network, server, cloud and VoIP issues, with the ability to follow structured approaches to diagnose problems, seek support where needed, and continue developing technical knowledge.
• High attention to detail, with the ability to accurately log, update and maintain records relating to incidents, requests, assets and configurations so information is reliable and useful to others.
• An analytical and methodical approach to problem‑solving, with the ability to investigate issues, identify likely causes, and contribute to resolution in line with agreed processes and guidance.
• 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 in live services.
• An interest in learning from repeat issues and service trends, and a willingness to contribute ideas and observations that support continuous improvement under the guidance of senior colleagues and service owners.
• Excellent interpersonal and communication skills, with a strong customer focus and the ability to explain technical information clearly, confidently and appropriately to non‑technical users, both verbally and in writing
• Proven ability to work effectively as part of a team, contributing to individual and shared objectives across different levels of the organisation

Benefits

Alongside your salary of £29,258, The National Archives contributes £8,476 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).Generous benefits package, including pension, sports and social club facilities, onsite gym, discounted rates at our on-site cafe and opportunities for training and development.

Any move to The National Archives from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk;

Things you need to know

Artificial intelligence

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 see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Reasonable adjustments:

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

• Contact The National Archives via careers@nationalarchives.gov.uk as soon as possible before the closing date to discuss your needs
• Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : The Talent Acquisition Team
• Email : careers@nationalarchives.gov.uk
• Telephone : 02039855979

Recruitment team

• Email : careers@nationalarchives.gov.uk

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact The National Archives via email: careers@nationalarchives.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission at http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

nationalarchives.gov.uk