Technical Services Support Analyst

Job summary

From healthcare to artificial intelligence, energy to national security, we provide legal advice to government departments on nation-changing subjects.

At Government Legal Department we have a vital, single-minded purpose: to help the Government govern well within the rule of law. This is complemented by our exciting vision to be an outstanding legal organisation, committed to the highest standards of service and professionalism and a brilliant place to work where we can all thrive and fulfil our potential.

Our work touches almost every aspect of public life. We are the largest provider of legal services across government, working on high profile matters.

Our respected professionals are involved in everything from regulation and litigation to advice on drafting legislation. They provide expertise to the full range of government departments. We are at the heart of delivering the government’s priorities and our success depends on our people.

GLD is a non-ministerial government department headed by the Treasury Solicitor, our Permanent Secretary, and employs nearly 4000 people, including nearly 3000 legal professionals. We have offices nationwide, in Bristol, Leeds, inner and outer London and Manchester. Our lawyers can also be located within other departments and overseas.

GLD also depends on a range of cross-functional professionals to provide our corporate services. There are nearly 1000 colleagues playing an essential part in helping GLD to achieve its purpose and truly deliver much more than law.

This is an exciting time to join GLD, with cutting edge legal work on global issues and a transformation agenda which is ensuring the Department exemplifies the Modern Civil Service.

To find out more about what we do you can view our introductory film. On our website you can hear from team members, find out how to apply and learn about the benefits of working for GLD. You can also read more about the future vision for GLD in our GLD Strategy 2024 – 2027.

Job description

About the Digital and Data Team

Government Digital and Data is a community of experts leading digital transformation in government, creating more efficient services that have a meaningful impact on people’s lives.

The Prime Minister has set out his vision for one in ten civil servants to work in tech and digital roles within the next five years as part of the blueprint for modern digital government.

The Digital and Data Team's mission is to provide GLD with an IT environment that's ‘fit for the future’. That means updating many of our older systems and processes. Using an agile, user-centred approach, we develop and improve our products and services in collaboration with the people who will use them. We consider sustainability, environmental impact and innovative ways to improve our staff’s experience at work.

The potential to shape our society’s future is enormous and our purpose is to ensure the profession is equipped and inspired to deliver real, meaningful change for users; to do the work of transformation that makes government work better for everyone.

The Role

We are building a Digital and Data enabled organisation at GLD and will be at the forefront of government by showcasing best practice when dealing with data, digital and technology.

Our more modern, insight-driven, innovative approach to Digital and Data will provide outstanding experiences at the right cost, quality and pace for the whole of GLD and ensure staff and wider government clients receive a top-quality and cost-effective digital & technology service.

The role of Technical Service Support Analyst will report into the Technical Service Support Manager and will support GLD to grow and transform into a digital business through delivering digital value and outcomes. It will support the renovation of Digital and Data, accelerate change and orchestrate our Digital and Data management. GLD requires a consistent and strategic approach to the application of Digital and Data across the organisation, and Digital and Data needs to provide a consistent, transparent and efficient approach to the way that it delivers value to the business.

Key responsibilities:

• Customer service management - You will manage customer service functions, including responding to issue reports, information requests and access. You will use the results of customer satisfaction measurements to improve services. You will have a successful relationship with customers.
• Service reporting -You will take management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service.
• Continual service improvement - You will identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of change or assisting implementation where needed.
• Ownership and initiative - You will take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made.
• Relationship management - You will identify, analyse, manage and monitor relationships with and between stakeholders. You will know how to clarify mutual needs and commitments through consultation and consideration of impacts. For example, you will know how to coordinate all promotional activities for one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier. By helping the customer, you will ensure that maximum benefit is gained from products and services.
• Strategic thinking - You take an overall perspective on business issues, events, activities and discuss their wider implications and long-term impact. This could include determining patterns, standards, policies, roadmaps and vision statements. You know how to focus on outcomes rather than solutions and activities.
• Technical understanding -This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need. You stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.

Person specification

Behaviours

Below are details of the Success Profiles that make up this role. Demonstrating all the behaviours listed below is essential at either application or interview. You can read more about Success Profiles and how they are used as an assessment method before completing your application.

We'll assess you against these behaviours during the selection process:

• Managing a quality service (lead behaviour)
• Seeing the big icture
• Leadership
• Communicating and influencing

Experience

Essential – must be demonstrated at application and interview

• Experience working with legal IT systems, financial systems and ServiceNow or similar.
• Experience of monitoring and managing a Legal Desktop Support, IT Service Desk, and VIP support functions to ensure optimal service.

Technical Skills

We will be assessing your experience and specialist technical skills against the following skills defined in the Government Digital and Data Capability Framework. Please note we are using the skills listed under the infrastructure operations engineer role in the framework.

Essential – must be demonstrated at interview

• Asset and configuration management
• Availability and capacity management
• Change management
• Coding and scripting
• Continual service improvement
• Incident management
• Ownership and initiative
• Problem management
• Service focus
• Service management framework knowledge
• Technical specialism
• Technical understanding
• Testing
• User Focus

Qualifications – Minimum Eligibility Criteria

• Recognised qualifications (Microsoft), professional certifications, (ITIL) or practical experience in a digital and related technology field, digital transformation programmes.

Security Clearance Level

All GLD employees must hold BPSS. If successful for this post you must hold or be willing to obtain SC level clearance for this role. You can start this position while obtaining this clearance level, however continued appointment will be conditional upon obtaining the required security clearance. More information can be found about the vetting and clearance levelsbefore completing your application.

Sponsorship and Visas

There is the possibility that GLD can provide sponsorship for skilled workers, as long as they meet the eligibility criteria set down under current immigration legislation. GLD does not guarantee sponsorship will be provided or that an applicant will be successful in gaining a skilled worker visa.

It is the responsibility of the applicant to ensure that they meet the criteria for sponsorship. They also have the responsibility to notify the Resourcing Team that they require Sponsorship at the start of the onboarding process into GLD.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Seeing the Big Picture
• Leadership
• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• We will be assessing your experience and specialist technical skills against the following skills defined in the Government Digital and Data Capability Framework for the Technical Services Support Analyst role:

Benefits

Alongside your salary of £43,500, Government Legal Department contributes £12,601 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Benefits of working for the Civil Service

Whatever your role, we take your career and development seriously, and want to enable you to build a really successful career with the Department and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you’ll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you’ll be entitled to a large range of benefits.

Learning and Development at GLD

GLD has a comprehensive learning and development offer for all employees.

We offer a programme of in-person/hybrid and virtual sessions providing learning on profession-specific, soft skills, technical skills, and different topics. We also support colleagues through a range of different professional qualifications.

Cross-Functional Professionals

Alongside this we support all Professions with building their careers and capability aligning with the wider Civil Service offerings for each Profession.

There are also talent and development opportunities offered throughout the year these include:

Senior Leaders and Future Leaders Schemes – cross Civil Service accelerated development schemes.

Beyond Boundaries – cross government development programme designed to help participants develop the knowledge, skills and networks required to build a satisfying and effective career in the Civil Service.

Mentoring and Coaching – we encourage all colleagues to share their knowledge, capability, and experience.

Apprenticeships - We have a range of apprenticeships on offer across all professions with the opportunity for all employees to explore a profession specific apprenticeship to support their development in role.

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

Application

To apply for this post you will need to complete the online application on Civil Service Jobs, searching the reference below. The deadline for this application is Monday 11th May 2026 at 12:00 Midday.

In your application you will be assessed on the following:

• A CV setting out your career history, with key responsibilities experience and achievements including any qualifications held. Please ensure you have provided reasons for any gaps within the last two years, as part of the online application form. The CV will be used to assess Experience as set out in the Person Specification slide,as a first stage sift.
• Please provide an individual statements for the following behaviours listed below in no more than 250 words: Managing a quality service (lead behaviour), Seeing the big picture, Leadership, Communicating and influencing.

CV Guidance for candidates

Please note that CV forms part of the online application form.

Please find the following guidance on how to populate the three sections of the CV when completing the online application: You will be asked to provide your, employment history, previous skills and experience, and qualifications.

For Employment History – please add your employment history, you can set out the roles you have completed in the past with start to end dates.

For Previous Skills and Experience - please add your experience, skills, achievements, key responsibilities, and any transferable skills you can bring to this role.

For Qualifications – please list the details of your education and qualifications achieved.

Application Errors

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: activecampaigns@governmentlegal.gov.uk. Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 459042 & vacancy closing date 11th May 2026’.

Selection Process

After the closing date, the appointing panel shall assess candidates’ suitability for the role based on evidence provided in their application against the behaviours and experience outlined in the person specification.

Staged Sift

If there are a large number of applications the panel will conduct a staged sift. The initial sift will be on CV alone. Candidates assessed as demonstrating the required experience in their CV will progress to the second stage of the two-stage sift where their Behaviour Statements will be assessed.

Candidates assessed as not demonstrating the required experience in their CV will not progress to have their Behaviour Statements assessed; they will be deemed as unsuccessful in the first stage of the two-stage sift.

In the eventuality that there are a high number of applicants successful at sift, GLD may operate a longlist, whereby applicants who have been shortlisted and met the minimum pass mark but are not selected for interview will have their application placed on hold. After the initial interview round candidates on the longlist may be offered an interview, should there still be posts available.

Interview

If you are invited to interview, you will be assessed on your performance in the criteria listed in the Person Specification and strength-based questions. These criteria are:

• Behaviour: Managing a quality service (lead behaviour)
• Behaviour: Seeing the big picture
• Behaviour: Leadership
• Behaviour: Communicating and influencing
• Experience
• Technical skills

Your interview will take place in-person at a GLD office location in London or Bristol, according to the preference stated on your application. This means that we are unable to offer alternative interview dates than those listed later on in this notice.

Offer

The timeline later in this pack indicates the date by which decisions are expected to be made, and all shortlisted candidates will be advised of the outcome as soon as possible thereafter.

All communications regarding your application will be made through Civil Service Jobs.

All candidates will be notified of the outcome as soon as possible after the interview. Feedback will only be provided if you attend an interview.

We appoint in strict order of merit. If you meet the minimum criteria for this position but are not successful for a post, you will be placed on the reserve list. We may contact you to see if you are interested in a post at the same, or a lower grade, in GLD should one arise.

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

Security

Successful candidates must undergo a criminal record check.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 : Perminder Bains
• Email : perminder.bains@governmentlegal.gov.uk

Recruitment team

• Email : activecampaigns@governmentlegal.gov.uk

Further information

You have the right to complain if you feel there has been a breach of the Recruitment Principles. If you feel that your application hasn’t been treated in accordance with these Principles and wish to make a complaint, please contact recruitment_feedback@governmentlegal.gov.uk in the first instance. Please title your email as follows: 459042 – Technical Services Support Analyst– Recruitment Complaint. Complaints must be submitted in writing within 30 days of the incident or the decision which has caused the complaint. To fully engage with the issues raised GLD require that you submit evidence of your complaint.

Attachments

Technical Services Support Analyst Opens in new window (pdf, 588kB)