About this role
Salary: £32,027 - 32,027 per year
Requirements
- Experience creating and maintaining service reports, interpreting data to identify trends, highlighting performance against service levels, and supporting informed decision-making.
- Experience using IT Service Management (ITSM) tools to support service delivery, monitor performance, investigate issues, and contribute to continual service improvement.
- Experience 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, escalating or routing them to IT resolver groups when appropriate.
- Perform root cause analysis.
- Develop checklists for typical problems.
- Understand dashboards and reporting techniques, and create automated and manual reports to support our organisation.
Technologies
- Support
- ITIL
- ITSM
More
We are recruiting an IT Service Analyst, Service Level, to help monitor, report on, and improve digital services across the Department for Transport. Based within our Essentials Service Line, you will help ensure colleagues have the tools, support, and digital services they need to work effectively. The role is available in Birmingham, Hastings, Leeds, or Swansea, with a salary of £32,027 and a permanent contract. Full-time, part-time, job-share, and flexible working options are available.
We offer a Civil Service Pension with an employer contribution of 28.97%, 25 days of annual leave rising by one day per year of service to a maximum of 30 days, eight bank holidays and an additional Privilege Day, access to a staff discount portal, career development and relevant professional qualifications, a diverse and inclusive workforce with staff communities, a 24-hour Employee Assistance Programme, and flexible working to support work-life balance.
last updated 43 week of 2026