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.

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.

• 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

Dont 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 Dev Ops (Git Lab, Bitbucket etc.) tools
• Experience of supporting disaster recovery activities in the production environment
• Understanding of ITIL and ISO
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• 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.

An eligibility note: 5 years' continuous UK residency and 5 years' employment history (or back to full-time education). If it becomes apparent during the interview process that you may not be eligible for SC, we will not progress your application and we will explain why.

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