IT Service Analyst at Department for Transport, Leeds

📍 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