IT Service Analyst, Service Level

Department for Transport (DfT), United Kingdom; Birmingham; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Civil Service Pension

Staff discount portal

25 days leave

Bank holidays + Privilege Day

Flexible working

Employee Assistance Programme

Job summary

Department for Transport (DfT) in the United Kingdom is seeking an IT Service Analyst, Service Level, to monitor, report on and improve digital services across the department. Working within the Essentials Service Line, you will help ensure colleagues have access to the tools and support they need to work effectively.

The role focuses on service reporting, ITSM tooling, and continual service improvement, with opportunities for professional qualifications and a strong pension.

Qualifications

• Experience in creating and maintaining service reports, interpreting data to identify trends, highlighting performance against service levels, and supporting informed decision-making.
• Experience in the use of IT Service Management (ITSM) tools to support service delivery, monitor performance, investigating issues and contributing 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.

Responsibilities

• Diagnose, evaluate and resolve complex problem situations or escalate to IT resolver groups.
• Perform root cause analysis.
• Develop checklists for typical problems.
• Understand dashboards and reporting techniques, creating automated and manual reports to support the organisation.

Skills

Service reporting

ITSM tooling

Reporting tooling

IT service management knowledge

Job description

Salary: £32,027 - A Civil Service Pension with an employer contribution of 28.97%

Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

We are looking for an IT Service Analyst, Service Level, to help monitor, report on and improve digital services across the Department for Transport. Working within the Essentials Service Line, you will play an important role in ensuring colleagues have access to the tools, support and digital services they need to work effectively.

Key Responsibilities

• Have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations or, when appropriate, **escalate or route** them 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
• Employer pension contribution of 28.97% of your salary.
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

About you

To be successful in this role you will need to have the following experience:

Service Reporting

Experience in creating and maintaining service reports, interpreting data to identify trends, highlighting performance against service levels, and supporting informed decision-making.

ITSM Tooling

Experience in the use of IT Service Management (ITSM) tools to support service delivery, monitor performance, investigating issues and contributing to continual service improvement.

Reporting Tooling

Experience in using reporting and dashboard tools to produce meaningful insights, communicate performance information, and support service improvements.

IT Service Management Knowledge

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.