IT service analyst

Band 4 · IT service manager · 275 job evaluation points

UK GDaD PCF level: IT service analyst

Most often performed at Civil Service grade AO or EO.

An IT service analyst is responsible for frontline technical support to end users on issues relating to hardware, software and peripherals. This will include responding to, documenting and resolving service desk incident tickets in a timely manner according to a service level agreement (SLA).
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
recommend procedures and controls for problem prevention
work independently, share information and assist others with requests for service

Contains public sector information from the UK Government Digital and Data Profession Capability Framework (https://understand-digital-data-roles-skills.service.gov.uk/), licensed under the Open Government Licence v3.0. © Crown copyright.

Responsibilities

Respond to, document, and resolve incidents and requests within agreed service levels.
Produce regular service reports, such as ticket volumes, response times, and the availability of clinical systems.
Check that service catalogue entries and knowledge articles are accurate and up to date.
Look for patterns in incidents and suggest improvements.
Follow information governance rules when handling ticket and service data.

Skills

Skill	Expected level	What this level means
Asset and configuration managementUK GDaD PCF	Awareness (1)	You can: track, log and correct information to protect assets and components
Business analysis (IT operations)UK GDaD PCF	Awareness (1)	You can: investigate problems and opportunities in existing processes, and contribute to recommending solutions
Continual service improvementUK GDaD PCF	Awareness (1)	You can: show an awareness of developing process efficiency and common ways in which processes are optimised support specific activities to improve development processes spot or identify obvious deficiencies
IT service reportingUK GDaD PCF	Working (2)	You can: produce relevant reports in an appropriate format and agreed timeframe work with stakeholders to discuss any changes in the reporting processes interpret a data set and communicate this to others
Ownership and initiativeUK GDaD PCF	Working (2)	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Service focusUK GDaD PCF	Awareness (1)	You can: show an awareness of different products and services
Service management framework knowledgeUK GDaD PCF	Awareness (1)	You can: show you have a Level 3 service management framework qualification
Stakeholder relationship management (IT operations)UK GDaD PCF	Working (2)	You can: identify important stakeholders and communicate with them clearly and regularly tailor communication to stakeholders' needs and work with them to build relationships, while also meeting user needs build and reach consensus work to improve stakeholder relationships, using evidence to explain decisions made
Strategic thinkingUK GDaD PCF	Working (2)	You can: work within a strategic context and communicate how activities meet strategic goals contribute to the development of strategy and policies
Technical understandingUK GDaD PCF	Awareness (1)	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focusUK GDaD PCF	Working (2)	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes
Understanding health and care servicesThis reference	Awareness (1)	You can: describe the main parts of the health and care system and the services the organisation supports explain why patient safety and confidentiality matter in your work
Information governance and data protectionThis reference	Awareness (1)	You can: follow the organisation's rules for handling personal and health information recognise and report a data breach or near miss
Clinical risk managementThis reference	Awareness (1)	You can: explain how health IT systems can harm patients, for example through wrong, missing, or delayed information report a possible clinical safety issue through the right route

Typical qualifications and experience

An IT service management foundation qualification, a level 3 qualification in IT, or equivalent experience.

Band 4 outline

Knowledge: Detailed knowledge of the work area, typically from a foundation degree, apprenticeship, or equivalent experience.
Autonomy: Works within guidelines; resolves most day-to-day problems; manager available for advice.
Scope: Own work and a defined service or process.
Leadership: May supervise a small team or coordinate others' work.
Accountability: Delivery of a defined service or process.

Job evaluation (illustrative)

Factor	Level	Level summary	Points
Communication and relationship skills	3	Gives routine information needing tact or persuasion, or complex or sensitive information, or straightforward training to groups.	21
Knowledge, training, and experience	4	A range of procedures, mostly non-routine, needing intermediate theory (for example a foundation degree or equivalent experience).	88
Analytical and judgemental skills	3	Judgements on a range of facts or situations needing analysis or comparison of options.	27
Planning and organisational skills	2	Plans straightforward tasks or activities, some ongoing.	15
Physical skills	3	Developed skills needing speed or accuracy, such as advanced keyboard use.	27
Responsibility for patient and client care	1	Helps patients, clients, or relatives during incidental contact.	4
Responsibility for policy and service development	2	Implements policies for own area and proposes changes to its practices.	12
Responsibility for financial and physical resources	2	Handles cash or valuables, looks after equipment used by others, controls stock, or authorises small payments.	12
Responsibility for people	1	Shows own work routines to new or less experienced colleagues.	5
Responsibility for information resources	3	Takes formal minutes, regularly writes reports or queries, or maintains information systems as a significant duty.	16
Responsibility for research and development	1	Carries out surveys or audits for own work; occasionally takes part in research or testing.	5
Freedom to act	2	Follows standard procedures and precedent; someone is usually available to ask; work may be checked.	12
Physical effort	2	Frequent sitting or standing in a restricted position, or occasional light to moderate effort.	7
Mental effort	3	Frequent concentration on unpredictable work, or occasional prolonged concentration.	12
Emotional effort	1	Rare exposure, or occasional indirect exposure, to distressing circumstances.	5
Working conditions	2	Occasional unpleasant conditions, frequent travel or outdoor work, or near-continuous screen use on most days.	7
Total (Band 4: 271 to 325)			275