In brief
This IT Service Analyst role supports the Department for Transport by monitoring and improving digital service performance. The work involves diagnosing complex technical issues, performing root cause analysis and creating automated reports to ensure colleagues have effective access to essential digital tools.
Best for
IT professionals with experience in service reporting and ITSM tooling
Non-negotiable
Experience in creating and maintaining service reports and using ITSM tools
What you need
Required
Service reporting
Clearly required in the listing
ITSM tooling
Clearly required in the listing
Reporting tooling
Clearly required in the listing
ITIL V4
Can be obtained
Problem solving
Strongly implied by the listing
Root cause analysis
Strongly implied by the listing
Preferred
No preferred skills or technologies were clearly stated.
Your day-to-day
Diagnose and resolve technical issues
Clearly stated in the job description.
Perform root cause analysis
Clearly stated in the job description.
Develop technical checklists
Clearly stated in the job description.
Produce service reports
Clearly stated in the job description.
What's on offer
Full job description (from employer)⌄
Location: Birmingham, Hastings, Leeds, Swansea 💷 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 include, but are not limited to: 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 Benefits 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. 📅 Apply before 11:55 pm on Friday 30th October 2026
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