Live Service Analyst (UKSV)
| Posting date: | 20 May 2026 |
|---|---|
| Salary: | £29,727 to £31,518 per year |
| Hours: | Full time |
| Closing date: | 02 June 2026 |
| Location: | York |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 459210/2 |
Summary
This role is critical to the provision of 2nd line support for the Vetting Platform as well as a growing number of other business applications UKSV relies on. Working at pace, the role requires the post holder to resolve Help Desk tickets for tasks including fault diagnosis and leading technical conversations with Suppliers on incidents. More routine activities include adding and revoking users accounts, resetting passwords and administering the Joiners, Leavers & Movers process. Either leading a small ad hoc team or being part of one, a Live Service Analyst will be responsible for responding to unscheduled outages and other user incidents. As UKSV adopts new platforms and applications, team members are also picking up discrete responsibilities for new applications. More broadly, Live Service Analysts are also encouraged to build relationships with our 3rd parties to mitigate redundancy and aid resilience.
Your daily duties will include but not be limited to:
- Handling and resolving live service requests via the Salesforce based workflow management system within timeframes governed by relevant Service Level Agreements (SLAs).
- Working closely with the UKSV Helpdesk, ensuring that all information required for the thorough investigation of issues and problems has been obtained.
- Diagnosing faults and offering possible solutions (within personal technical ability).
- Account creation and access management on the vetting platform and other systems.
- Maintaining and updating databases.
- Identification and escalation of live service incidents to the Platform Desk Manager.
- Contributing to, or leading the team's response to live service incidents.
- Liaising with external public sector and commercial third parties to ensure the fulfilment of service requests, maintenance of service and the resolution of incidents.
- Accepting responsibility to become the team SME on new applications or services.
- Occasionally traveling within the UK, including overnight stays for short periods.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.