Service Support Analyst

About Made Tech Our aim at Made Tech is to use human-centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone. About the role 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. A 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. Key Responsibilities 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 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 Skills, Knowledge & Expertise Don’t worry - we don’t expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these expectations: 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 Familiar with solutions that use scripting (Python, SQL etc.), IaC (Terraform, Ansible etc.) and DevOps (GitLab, Bitbucket etc.) tools Experience of supporting disaster recovery activities in the production environment Understanding of ITIL and ISO20000 An ability to run or lead an ITIL process/function such as Incident, Problem, Change or Release Management 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 SC eligibility: An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we're looking for all successful candidates for this role to have eligibility. Eligibility for SC requires 5 years' continuous UK residency and 5 year' employment history (or back to full-time education). Please note that if at any point during the interview process it is apparent that you may not be eligible for SC, we won't be able to progress your application and we will contact you to let you know why. Support in applying If you need this job description in another format, or other support in applying, please email [email protected]. We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us. When you apply, we’ll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application. We’ve put together this blog as a resource to share more about reasonable adjustments and some examples of what this could include. We also welcome any feedback on how we can improve the experience for future candidates. Job Benefits We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to. Here are some of our most popular benefits listed below: 30 days Holiday - we offer 30 days of paid annual leave plus bank holidays Flexible Working Hours - we are flexible with what hours you work Flexible Parental Leave - we offer flexible parental leave options Remote Working - we offer part time remote working for all our staff Paid counselling - we offer paid counselling as well as financial and legal advice Life at Made Tech We’re committed to building a happy, inclusive and diverse workforce. You can get a sense of what it’s like working here from our blog, where we talk about mental health, communities of practice and neurodiversity (as well as our client work and best practice). Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you’d like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know.