IT Service Analyst, Service Level
| Company: | Government Recruitment Service |
|---|---|
| Salary: | £32,027 to £32,027 a year |
| Hours: | Full-time |
| Location: | Leeds |
| Job type: | Permanent |
| Posting date: | 20 Oct 2026 |
| Closing date: | 30 Oct 2026 |
Summary
Do you have an eye for detail and an interest in how digital services are performing?
Can you turn information into clear reports that help teams make better decisions?
Have you worked with ITSM tools, reporting tools or service performance data, or are you willing to develop your skills in this area?
If so, we would like to hear from you.
This is an exciting time to join the Digital, Information and Security Directorate within the Department for Transport as we restructure our directorate to ensure we are ready for future challenges, building a more sustainable, skilled and in-house capability.
Turn data into insight. Turn insight into action.
Help monitor service performance, identify trends, and support continuous improvement, ensuring colleagues across the Department for Transport receive effective and reliable digital services.
Joining our department comes with many benefits, including:
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
- Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about what it's like working at Department for Transport Central - Department for Transport Careers and within the Government Digital and Data Profession.
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.
As part of a collaborative team, you will analyse service performance data, produce reports and dashboards, and monitor performance against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). You will work closely with a range of stakeholders to identify trends, investigate issues, understand root causes and support continuous service improvement.
This is an excellent opportunity for someone who is organised, analytical and service-focused, with a keen eye for detail and the ability to communicate complex information clearly. In return, you'll have the opportunity to develop your skills, influence service performance, and help shape the delivery of digital services across the Department.
Working as part of a talented team, at this role level, you will:
- 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
- Recommend procedures and controls for problem prevention
- Work independently, share information and assist others with requests for service
For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
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