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Senior Service Support Analyst

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Made Tech

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Location:
United Kingdom , Bristol ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

43000.00 - 53000.00 GBP / Year
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Job Description:

As a Service Support Analyst you will work as part of a Managed Service team to support applications, platforms and data services for our clients and their end users. You will provide predominantly 2nd line support to public sector users and the public. You may get the opportunity to work across multiple services at a time, helping to not only resolve issues but also proactively improve the services you support. You will be responsible for providing technical support, and operational expertise, ensuring reliability, security and efficiency. A Senior Service Support Analyst at Made Tech works in tandem with Service Delivery Managers and Support Engineers to provide a holistic service to clients across the Public Sector.

Job Responsibility:

  • Responsible for the efficient triage and resolution of issues to minimise the impact to our clients and their end users - collaborating with internal and client teams where required
  • Provide first fixes for incidents wherever possible, escalating with appropriate handover where required
  • Pro-actively monitor and manage production solutions to maintain availability and performance
  • Provide shift based coverage, performing handover to support teams on preceding and subsequent shifts
  • Provide feedback and propose solutions to the wider team on how to improve performance, capacity and usability
  • Communicating clearly with various support teams such as security or product regarding active incidents, problems or changes
  • Manage user service requests such as IAM or tool provisioning in line with contracted SLAs
  • Provide technical, operational and communication support during major incidents or outages
  • Maintaining CMDB records including patches, upgrades and licences
  • Talking with end users and/or Level 1 agents to determine the nature of problems, diagnosing the source of issues
  • Creating and updating knowledge base articles and guidance for service users and 1st line support agents
  • Creating automated responses for service requests
  • Identify trends for common problems and delivery workarounds whilst working with the 3rd line teams to resolve underlying issues
  • Provide guidance and support to more junior service support analysts, including those on different projects
  • Being an active member of Made Tech’s communities of practice, sharing knowledge and learning from others
  • All team members share responsibility for maintaining our Service Management System. This includes actively contributing to its upkeep, ensuring documentation remains accurate and current, and staying aware of ongoing service activities, improvements, and compliance obligations

Requirements:

  • Strong IT background with experience supporting digital and/or data services in the production environment
  • Strong customer service background, working in 2nd line support
  • A logical, analytical approach to problem solving
  • Knowledge of network and firewall infrastructure
  • An understanding of the UK public sector
  • Familiarity with scripting (Python, SQL etc.) skills and knowledge of how they are used for administration, monitoring and support tool configuration
  • Familiarity with IaC (Terraform, Ansible etc.) and DevOps (GitLab, Bitbucket etc.) tools and knowledge of how they are used for deployments
  • Experience of running disaster recovery activities in the production environment
  • Understanding of ITIL and ISO20000
  • Familiar with following incident, change and problem management processes
  • Excellent oral and written communication skills with the ability to communicate effectively with technical and non-technical audiences
  • Working in a consultancy where teams can change to meet evolving client needs
  • Eligibility for SC (security check) clearance requiring 5 years' continuous UK residency and 5 years' employment history (or back to full-time education)
What we offer:
  • Flexible benefit platform which includes a Smart Tech scheme
  • Cycle to work scheme
  • Individual benefits allowance which you can invest in a Health care cash plan or Pension plan
  • Optional social and wellbeing calendar of events
  • 30 days of paid annual leave plus bank holidays
  • Flexible Working Hours
  • Flexible Parental Leave
  • Remote Working (part time remote working for all our staff)
  • Paid counselling as well as financial and legal advice

Additional Information:

Job Posted:
March 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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