U.S. National Archives and Records Administration
IT Service Support Analyst
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IT Service Support Analyst
IT Service Support Analyst – The National Archives
As the living, growing home of our national story, The National Archives is a special place to work. We’re an organisation nearly 200 years old with a collection spanning 1,000 years of history. As a cultural and heritage institution, we’re setting the challenge of becoming the 21st-century national archive—inclusive, entrepreneurial, and disruptive.
Your role will help deliver on this vision. We won’t achieve this overnight—it will take time, focus, effort, and daring. That’s where you come in. Because we can’t do this without you.
Job Overview
- Salary: £29,258 per annum
- Contract type: Permanent
- Band: D / Executive Officer
- Closing date: Wednesday 8th July 2026 at midnight
- Location: Kew (onsite + hybrid working)
About the Role
Help support the technology behind the UK’s digital record!
We’re looking for an IT Service Support Analyst to join our IT Operations team. Technology is the backbone of how The National Archives preserves, accesses, and protects the UK’s digital record. The Service Desk plays a central role in ensuring these services remain reliable, secure, and trusted.
This is a hands-on role providing first-line IT support across a range of services and technologies. As the first point of contact for incidents and service requests, you’ll help restore critical services quickly while delivering a high standard of customer experience. You’ll collaborate with teams across Infrastructure, Security, and Digital, as well as third-party suppliers, contributing to the smooth running and continuous improvement of our systems.
This is a full-time position, though part-time, flexible working, and job sharing requests will be considered, keeping operational needs in mind.
You’ll split your time between onsite work and home working, with the ability to move around as needed—but must commit to regular travel to our Kew site for the majority of your duties.
SC clearance will be required. This means applicants must have been resident in the UK for at least the past three years. If you’ve been in the UK for less, please do not apply.
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The Role
Core Responsibilities
- Provide first-line IT support for incidents, requests, and live service issues
- Take end-to-end ownership of tickets from initial contact through to resolution or escalation
- Support Microsoft 365, Windows, collaboration tools, and core business applications
- Maintain accurate ticket updates, documentation, and knowledge articles
- Work with resolver teams and suppliers to diagnose and resolve complex issues
- Support approved changes and service improvement initiatives
- Ensure a positive, professional, and customer-focused support experience
What Matters Most
- Delivering reliable and well-run IT support services
- Clear communication and exceptional customer experience
- Thorough investigation and ownership of incidents
- Learning from repeat issues and service trends
- A collaborative approach to support and improvement
- Developing technical capability over time
Ideal Candidates
- Someone early in their IT career looking to broaden their technical skills
- A Service Desk professional ready for more ownership and responsibility
- An individual who enjoys helping users and solving problems in a live operational environment
- Someone passionate about public service and delivering reliable, impactful technology
Application Process
Key Dates
- Interview window: 30th & 31st July 2026 (onsite, plus a peer panel meeting)
- Application: Submit work history details and a personal statement (max 1200 words)
Assessment Criteria
Due diligence is required. Responses must reflect: ✔ Your personal experience and understanding ✔ Truthfulness (AI-generated examples will not be accepted) ✔ Factual accuracy (plagiarism may result in withdrawal or disciplinary action)
For guidance on AI use, visit Civil Service Careers
Additional Requirements
- Security check: Must pass a Security Check (DBS + reportable conduct)
- Residency: Must have lived in the UK for at least three years (otherwise, applications will not progress)
- Nationality: Role open to UK/Commonwealth/EU/EEA/swiss nationals (full [Civil Service nationality requirements](link: to be inserted))
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Benefits
A generous benefits package to help you thrive, including: ✅ Pension contribution via the Civil Service NAPF scheme ✅ On-site gym, sports & social facilities ✅ Discounted meals at the on-site cafe ✅ Training & development opportunities ✅ Annual leave: 22 days (increasing to 25 after 1st year & 30 after 6 years) ✅ 10.5 public holidays per year
Childcare voucher note: Moving from another employer may disqualify you from childcare vouchers, but you may qualify for Tax-Free Childcare. Check eligibility here
Diversity & Inclusion
The Civil Service is committed to attracting, retraining, and retaining talent. This includes:
- The Disability Confident Scheme
- Factors enabling job-sharing, redeployment, and mentor support
- D&I policies and the Civil Service People Plan
A special point: This is part of the Civil Service Great Place to Work for Veterans initiative.
About The National Archives
We’re looking for passionate, ambitious, and innovative individuals to help us change how people think about archives.
- Over 500 staff in a diverse range of roles (e.g., records specialists, researchers, digital and marketing teams)
- Flexibility + support to foster career growth and well-being
For more info, visit nationalarchives.gov.uk or access our [Accessibility Statement](link: to be inserted)
How to Apply / Contact
Email: careers@nationalarchives.gov.uk Getter insight: Disability adjustments needed? Contact early by the closing date to discuss.
Recruitment complaints? Reach out to careers@nationalarchives.gov.uk first—then to Civil Service Commission: [complaints process link](link: to be inserted).
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