Locations: Bristol or London
Why this role?
As a Technical Service Support Analyst, you’ll help ensure GLD’s digital services are reliable, well‑managed and continuously improving, supporting thousands of legal and corporate professionals across government.
This is a role for someone who enjoys owning problems, improving services and building strong working relationships.
What you’ll be doing
As a Technical Service Support Analyst, you will:
Service & customer management
- Manage customer service activity, responding to issues, access requests and information queries
- Use customer feedback and satisfaction data to improve services
- Build and maintain positive relationships with users and stakeholders
Service reporting & insight
- Collate management information and translate it into meaningful KPIs and service measures
- Provide insight that underpins service management and improvement decisions
Continual service improvement
- Identify opportunities to improve service quality, efficiency and value
- Drive analysis to prioritise and implement improvements
- Recognise and support opportunities for automation
Ownership & problem solving
- Take clear ownership of issues and resolve technical problems proactively
- Ensure solutions continue to meet business needs
Stakeholder & relationship management
- Work effectively with internal teams and external suppliers
- Clarify needs, commitments and impacts to achieve shared outcomes
Strategic & technical contribution
- Take a strategic view of service activity, understanding long‑term implications
- Apply technical knowledge to support decision‑making and service delivery
- Stay up to date with emerging tools and industry developments
Who this role is for
This role could be a great fit if you:
- Have experience working in IT service support or service management
- Are confident supporting desks, VIP users or legal/financial systems
- Enjoy analysing service performance and improving how things work
- Can balance technical detail with customer experience
- Work well with a wide range of stakeholders
Essential experience
You’ll need experience of:
- Supporting legal IT systems, financial systems and ServiceNow (or similar)
- Monitoring and managing IT Service Desk, Desktop or VIP support functions
- IT Service Management practices (ITIL aligned)
- Asset, incident, problem and change management
- Continual service improvement and service reporting
Recognised technical or ITSM qualifications (e.g. Microsoft, ITIL) or equivalent practical experience are required.
Interested?
This partner post gives you the overview.
Click through to the full Civil Service Jobs advert to view full details and apply.
