User Support Analyst jobs in London

It’s maintaining systems that push the whole organisation forward.

It’s ensuring we stay connected. And it’s helping to shape the future of a remarkable organisation. This is what makes a career at the Royal Household so exceptional.

Our Digital Services department provides a professional and high-quality service that supports more than 1,800 users across multiple UK locations.

The Operations team monitor and maintain the core infrastructure that underpin the organisation’s work.

You'll play a key role, ensuring the continued high performance of many of our business-critical systems, as well as looking for improvements, developing the resilience, security and overall efficiency of these platforms.

Key Responsibilities

• As Systems Analyst (Infrastructure), you'll support the administration, monitoring and maintenance of core infrastructure services, including Windows Server, Active Directory, Group Policy, virtualisation platforms and server hardware.
• Working closely with colleagues across Digital Services, you'll provide 2nd and 3rd line infrastructure support, resolving incidents and service requests while escalating complex issues where appropriate.
• You'll help maintain the health, security and resilience of our infrastructure through patching, monitoring, backup validation and preventative maintenance activities.
• Supporting infrastructure upgrades, changes and lifecycle activities, you'll ensure testing, documentation and change controls are completed to a high standard.
• You'll contribute to the management and support of cloud and hybrid services, including Azure Virtual Machines, Azure Arc, Azure Backup, Azure networking, Entra ID and Microsoft 365 infrastructure services.
• Maintaining accurate technical documentation, you'll ensure configuration records, support procedures, operational runbooks and asset information remain up to date.
• Collaborating with third-party suppliers, you'll support infrastructure platforms, troubleshoot faults and help ensure services meet operational requirements.
• You'll contribute to monitoring, capacity planning and continual service improvement activities, helping to deliver reliable, secure and efficient infrastructure services.

And in everything you do, you'll support the development of technical knowledge across the team by sharing expertise and assisting Service Desk colleagues in their professional growth.

Essential Criteria

• With experience in a similar infrastructure-focused role, you'll have strong practical knowledge of core enterprise technologies, including Windows Server, Active Directory, Group Policy, DNS, DHCP, PKI/ADCS, server hardware and virtualisation platforms.
• You'll have experience supporting cloud and hybrid environments, including Entra ID, Azure Virtual Machines, Azure Backup, Azure Arc, Azure networking and Microsoft 365 infrastructure services.
• Comfortable working across a broad technology estate, you'll also have some exposure to technologies such as Intune, Linux operating systems, SQL, System Centre applications and infrastructure monitoring solutions.
• You’ll also be familiar with IT service management practices, including incident, problem and change management approaches, and ITIL Level 4 foundation principles.
• Organised and self-motivated in your approach, you’re comfortable managing a varied workload, balancing multiple priorities and deadlines.
• A methodical and focused problem solver, you'll respond effectively to infrastructure incidents and technical challenges.
• With excellent communication skills, you'll be able to build strong working relationships with colleagues across the organisation, as well as suppliers and stakeholders.
• A collaborative team player, you'll enjoy sharing knowledge and working within a cross-functional team of digital and technology specialists.
• Ideally, you'll hold a Microsoft Associate certification (or equivalent).

What we offer:

We know that to deliver our best work; we need to feel at our best. That’s why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities.

• Enjoy 25 days annual leave, rising to 30 days pro rata (plus bank holidays) dependent on the length of time you have worked for us.
• Our excellent non-contributory pension plan (we’ll contribute 15% and you can contribute more if you wish) is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.
• We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.
• Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.

Find out more about the full range of benefits available to our employees here.