IT Service Analyst – Flexible, Service Metrics & Insights

Department for Transport Group; Leeds; Híbrido; GBP 29 000 - 35 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Employer pension (28.97%)

25 days annual leave

8 Bank Holidays + Privilege Day

Staff discount portal

Career development opportunities

Diverse and inclusive workforce

Employee Assistance Programme

Flexible working options

Resumo da oferta

Department for Transport is seeking an IT Service Analyst, Service Level, to oversee monitoring, reporting and continuous improvement of digital services. The role sits in the Essentials Service Line to ensure colleagues have reliable tools and support to work efficiently.

Key responsibilities include diagnosing complex issues, performing root cause analysis, and developing reporting dashboards to drive service improvements.

Qualificações

• Experience in creating and maintaining service reports, interpreting data to identify trends, highlighting performance against service levels.
• Experience in the use of IT Service Management (ITSM) tools to support service delivery, monitor performance, investigate issues and contribute to continual service improvement.
• Experience in using reporting and dashboard tools to produce meaningful insights, communicate performance information, and support service improvements.
• Hold, or be willing to work towards, ITIL V4 or higher, or ISO20k accreditation, with an understanding of IT service management principles and best practice.

Responsabilidades

• Have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations or escalate to IT resolver groups.
• Perform root cause analysis.
• Develop checklists for typical problems.
• Understanding of dashboards and reporting techniques, creating automated and manual reports to support the organisation.

Conhecimentos

Service Reporting

ITSM Tooling

Reporting Tooling

IT Service Management Knowledge

Descrição da oferta de emprego

Department for Transport is seeking an IT Service Analyst, Service Level, to oversee monitoring, reporting and continuous improvement of digital services. The role sits in the Essentials Service Line to ensure colleagues have reliable tools and support to work efficiently.

Key responsibilities include diagnosing complex issues, performing root cause analysis, and developing reporting dashboards to drive service improvements.