IT Service Support

The National Archives is currently recruiting for an IT Service Support Analyst to join its IT Operations team in Kew, London. This is an excellent opportunity for individuals with IT support or service desk experience who are looking to develop their technical skills while contributing to the preservation and accessibility of the UK’s digital records.

With a competitive salary, generous Civil Service pension, hybrid working arrangements, and excellent development opportunities, this role offers a rewarding career path within a respected public sector organization.

Job Overview

About The National Archives

The National Archives is the official archive and publisher for the UK Government and England and Wales. Technology plays a vital role in preserving, protecting, and providing access to the nation’s digital records.

The IT Operations team ensures that essential technology services remain secure, reliable, and available to support staff and users. As an IT Service Support Analyst, you will become part of a collaborative team responsible for maintaining high-quality IT services across the organization.

Role Purpose

As the first point of contact for IT incidents and service requests, you will provide frontline technical support to colleagues across the organization. You will troubleshoot issues, manage support tickets, collaborate with technical teams, and help improve overall service delivery.

This role offers hands-on experience across various technologies, making it ideal for candidates seeking to broaden their technical expertise while building a long-term career in IT support and service management.

Key Responsibilities

Your duties will include:

• Providing first-line IT support for incidents, requests, and service issues.
• Managing support tickets from initial contact through resolution or escalation.
• Supporting users with Microsoft 365, Windows operating systems, collaboration platforms, and business applications.
• Maintaining accurate documentation, knowledge articles, and ticket updates.
• Working closely with infrastructure, security, digital teams, and third-party suppliers.
• Assisting with diagnosing and resolving more complex technical issues.
• Supporting approved system changes and service improvement initiatives.
• Delivering excellent customer service and maintaining positive user experiences.
• Contributing to continuous improvement activities within the service desk function.

What The National Archives Is Looking For

The successful candidate will demonstrate:

• A passion for delivering excellent IT support services.
• Strong customer service and communication skills.
• A methodical and analytical approach to troubleshooting.
• Attention to detail when managing tickets and documentation.
• A willingness to learn new technologies and expand technical capabilities.
• The ability to work effectively within a collaborative team environment.

Essential Requirements

Applicants should have:

IT Support Experience

• Experience working within an IT support, service desk, or technical support environment.
• Knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications and services.
• Familiarity with Active Directory administration.

Technical Knowledge

• Understanding of common end-user technical issues.
• Basic knowledge of networking concepts.
• Familiarity with server, cloud, and VoIP technologies.
• Ability to follow structured troubleshooting processes.

Service Management Experience

• Experience working within an ITIL-aligned environment.
• Understanding of incident and request management processes.
• Awareness of change management and problem management principles.

Communication Skills

• Excellent verbal and written communication skills.
• Ability to explain technical information clearly to non-technical users.
• Strong interpersonal skills and customer-focused approach.

Problem-Solving Skills

• Ability to investigate issues systematically.
• Experience identifying root causes and contributing to resolutions.
• Interest in analyzing recurring issues and supporting service improvements.

Who Should Apply?

This role may be particularly suitable for:

• IT Support Analysts.
• Service Desk Analysts.
• Help Desk Technicians.
• Technical Support Specialists.
• Desktop Support Engineers.
• Entry-Level IT Professionals seeking career progression.
• Candidates looking to transition into broader IT Operations roles.

Working Arrangements

The National Archives supports flexible working arrangements and welcomes requests for:

• Flexible working schedules.
• Part-time working.
• Job-sharing opportunities.

A hybrid working model is available; however, regular attendance at the Kew site is required for the majority of working time.

Security Clearance Requirements

This position requires successful candidates to obtain Security Check (SC) clearance.

To meet eligibility requirements, applicants must have lived in the United Kingdom continuously for at least the previous three years.

Applications from candidates who do not meet this residency requirement may not be considered.

Salary and Benefits

The successful candidate will receive:

Competitive Salary

• £29,258 per annum.

Civil Service Pension

• Employer contribution of 28.97%.
• Access to one of the UK’s most valuable pension schemes.

Additional Benefits

• Flexible and hybrid working options.
• On-site gym facilities.
• Sports and social club activities.
• Discounted rates at the on-site café.
• Comprehensive training and professional development opportunities.
• Career progression within the Civil Service.

Recruitment Process

The recruitment process includes:

Application Stage

Applicants must submit:

• Employment history details.
• A personal statement of up to 1,200 words demonstrating how they meet the essential criteria.

Interview Stage

Shortlisted candidates will attend:

• An on-site interview.
• An informal peer panel session with current employees.

Interviews are expected to take place on or around 30–31 July 2026.

Why Join The National Archives?

Working at The National Archives means contributing to an organization that safeguards the nation’s history and digital heritage. Employees benefit from meaningful work, strong career development opportunities, supportive colleagues, and access to modern technologies in a professional environment.

Whether you are an experienced Service Desk Analyst or an IT professional looking to advance your career, this role provides a valuable opportunity to grow your skills while supporting critical public services.

Application Deadline

Closing Date: 8 July 2026 at 11:55 PM

Candidates are encouraged to apply early as applications may receive significant interest.