Job Description
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
1. Monitor incident and service request queues (ServiceNow), ensuring timely triage and assignment.
2. Support the Service Manager in coordinating responses across Gateway Forms and CBRE
3. Capture details accurately, update tickets clearly, and maintain a consistent audit trail.
4. Support early-stage investigation by gathering logs, screenshots or evidence from rel...