Support Analyst

Job description: Support Analyst

Location: Leeds or London, UK (3 days in office)

SC Cleared: Not Required

Job Type: Full-Time

Relevant Experience: >5 Years

Role Purpose

• The Service Analyst will provide day-to-day operational support across key Digital Delivery Hub services, ensuring incidents, service requests and data updates are efficiently tracked, progressed and communicated.
• They will play a vital role in maintaining service stability by supporting incident investigations, preparing management information (MI), ensuring accurate documentation, and coordinating with suppliers and internal teams.
• This role is an essential part of the live service function, helping maintain strong controls, clean reporting, and smooth operational flow.

Key responsibilities:

Incident & Request Support

• Monitor incident and service request queues (ServiceNow), ensuring timely triage and assignment.
• Support the Service Manager in coordinating responses across Gateway Forms and CBRE
• Capture details accurately, update tickets clearly, and maintain a consistent audit trail.
• Support early-stage investigation by gathering logs, screenshots or evidence from relevant teams.
• Track progress, chase stakeholders and ensure timely closure of tickets.

Analysis & Reporting

• Produce and maintain core Service Management MI, including:
• Weekly incident summaries
• SLA/OLA performance data
• Trend analysis
• Volumetrics and user behaviour observations
• Identify patterns or recurring issues and flag them into Problem Management.
• Support ongoing CMDB, dependency, and configuration data accuracy.

Documentation & Knowledge Management

• Maintain and update operational documentation, including:
• Runbooks
• Known error articles
• Service FAQs
• Onboarding guides and team knowledge bases
• Ensure OOH teams have accurate, up-to-date information.

Change & Release Support

• Track changes and deployments, ensuring awareness of what is going live and when.
• Support post-release checks by confirming expected behaviour is observed.
• Review release notes, raising clarifications or risks with the Release Manager.

Operational Processes & ITIL 4 Alignment

• Work within service management processes including Incident, Request, Change, Problem, Knowledge and Service Level Management.
• Contribute to process improvements and help embed better operational discipline.

Skills & Experience

• Experience working in a service support or operational role.
• Understanding of ITIL 4 foundations and live service processes.
• Strong organisational skills with excellent attention to detail.
• Competent with Excel, dashboards or ticketing systems (e.g., ServiceNow, Jira).
• Clear written and verbal communication, able to prepare simple reports and updates