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IT Service Analyst, Service Level

Department for Transport
Birmingham, GBR
Parttime, Fulltime
Onsite
£32,027.
Discovered 4 days ago
Service reportingIT Service Management (ITSM) toolsReporting and dashboard toolsService performance analysisService Level Agreements (SLAs)Operational Level Agreements (OLAs)

Full Job Posting

Role overview

Help monitor, report on, and improve digital services across the Department for Transport.

Work in the Essentials Service Line to help colleagues access the digital services and support they need.

Responsibilities

  • Analyse service performance data and produce reports and dashboards.
  • Monitor performance against Service Level Agreements and Operational Level Agreements.
  • Identify trends, investigate issues, understand root causes, and support continuous service improvement.
  • Diagnose and resolve complex problems or escalate them to IT resolver groups.
  • Develop problem checklists, create reports, and recommend preventive procedures and controls.
  • Work independently, share information, and assist with service requests.

Required experience

  • Experience creating and maintaining service reports and interpreting data to identify trends and performance against service levels.
  • Experience using ITSM tools to support service delivery, monitor performance, investigate issues, and improve services.
  • Experience using reporting and dashboard tools to communicate performance insights.
  • Knowledge of IT Service Management.
  • Strong problem-solving, analytical, organisational, and communication abilities.

Locations and working pattern

  • Advertised locations include Birmingham, Hastings, Leeds, and Swansea.
  • The working pattern lists flexible working, full-time, job share, and part-time options.

Salary and pension

  • The stated salary is £32,027.
  • The employer pension contribution is 28.97%.

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