Job Vacancy Technical Services Support Analyst - Government Legal Department - SEO

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