IT Service Analyst

Summary

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

  • have a knowledge of working in a Service Management environment

  • use Service Management toolsets to support and enhance processes and procedures.

Background

Background Components

Description Background

Understands the significance of service level agreements and their significance; has a general understanding of the customer environment. Communicates well both orally and in writing.

Prior Knowledge and Skills

Work Activity Components

Title Details

Implementation and controls

Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.

Service level monitoring and reporting

Uses the facilities of the tools and systems available to monitor, log and report on service performance metrics which are subject to the service level management process, comparing to SLAs and/or OLAs. As directed, conveys results to customers in an agreed format and timescale.

Customer relationships and negotiations

Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.

Customer service assessment

Participates, as required, in regular review meetings between service providers and customers.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type

Numeracy

Understanding the metrics associated with a problem or situation, their significance and relationship, and being able to manipulate these as necessary to identify solutions.

Behavioural Skills

Attention to Detail

Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.

Behavioural Skills

Cross-Functional and Inter-Disciplinary Awareness

Understanding the needs, objectives and constraints of those in other disciplines and functions.

Behavioural Skills

Verbal Expression

Communicating effectively using the spoken word.

Behavioural

Written Expression

Communicating effectively in writing, such as reports and via emails.

Behavioural

Teamwork

Working collaboratively with others to achieve a common goal.

Behavioural

Follow-up and Monitoring

Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary.

Behavioural Skills

Corporate, Industry and Professional Standards

Familiar with

Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain.

Technical Knowledge and Skills

Business Environment

Aware of

The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective).

Technical Knowledge and Skills

IT Environment

Aware of

The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely-related organisations.

Technical Knowledge and Skills

Value Chain Concepts

Familiar with

Identification and representation of the primary and support activities required to deliver a product or service in order to analyse aspects such as inefficiencies and costs.

Other Knowledge and Skills

Operations Management

Aware of

Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities.

Other Knowledge and Skills

Risk Management

Aware of

Methods and techniques for the assessment and management of business risk including safety-related risk.

Other Knowledge and Skills

Time Management Techniques

Proficient in

Methods and techniques for making effective use of own time.

Other Knowledge and Skills

Service Delivery Economics

Familiar with

The economics of service delivery, such as the cost per service line in terms of hardware, software, and manpower used to deliver the service.

Other Knowledge and Skills

Service Level Agreements

Familiar with

The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services.

Other Knowledge and Skills

Financial Management

Aware of

Knowledge of Financial Management and Management Accounting. Competent management of costs, budgets and cash flow.

Other Knowledge and Skills

Information Assurance

Aware of

Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information.

Other Knowledge and Skills

Training Activities

Training Components

Title Details

Service Delivery

The service delivery processes: the systems, products, services, hardware and software environment.

Service Management Standards

Approaches, frameworks and standards for service management, such as ITIL, SIAM, VeriSM, CMMI Services and the international standard ISO/IEC 20000 for IT Service Management.

Data Protection and GDPR

Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).

Process Improvement Methods and Tools

Process improvement methods to identify process bottlenecks and inefficiencies such as Six Sigma and Lean IT. The tools and techniques to implement measurement-based strategies that focuses on process improvement.

Security Awareness

Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.

Health and Safety

Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details

Participation in Group Activities

Participating in group activities inside or outside of the working environment that can assist with the development of interpersonal skills.

Deputising

Standing in for supervisor or manager on a temporary basis during periods of absence.

Job Shadowing and Special Assignments

Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.

Gaining Knowledge of Employing Organisation

Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology.

Gaining Knowledge of Surrounding Technical Areas

Gaining knowledge of IT activities in employing organisation external to own function.

Research Assignments

Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management

Involvement in Professional Body Activities

Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.

Team Working

Undertaking learning and practice in the techniques of team and collaborative working. Gaining an understanding of the underlying concepts.

Communications

Undertaking learning and practice in oral and written communications, including report writing and presentation.

Team Leadership

Undertaking learning and practice of the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others.

Qualifications

Qualification Components

Title Awarding Body

ITIL 3 Capability Module Service, Offerings and Agreements

AXELOS

Service Level Analyst Certificate

APMG International

ITIL Foundation

AXELOS

FEDIP Associate Practitioner

FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level

DDaT » IT Operations Job Family

IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with

1 – Awareness

You can track, log and correct information to protect assets and components.

DDaT » IT Operations Job Family

IT Ops – Business analysis (IT Operations)

You can visualise and articulate complex problems and concepts. You can apply logical thinking and solve complex problems. You can make disciplined decisions based on available information. You can gather and analyse information using comprehensive tools and techniques. You can use data to formulate both short-term day-to-day and long-term strategic plans. You can identify and analyse options and assess feasibility and operational impact. You can ensure that the business solution aligns with the vision, mission, objectives, strategy, business and user needs. You can identify a viable solution or control.

1 – Awareness

You can investigate problems and opportunities in existing processes, and contribute to recommending solutions.

DDaT » IT Operations Job Family

IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where

1 – Awareness

You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.

DDaT » IT Operations Job Family

IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

2 – Working

You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

DDaT » IT Operations Job Family

IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

1 – Awareness

You can show an awareness of different products and services.

DDaT » IT Operations Job Family

IT Ops – Service management framework knowledge

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

1 – Awareness

You have a Level 3 service management framework qualification.

DDaT » IT Operations Job Family

IT Ops – Service reporting

You can use management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service.

2 – Working

You can produce relevant reports in a standard format and agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set.

DDaT » IT Operations Job Family

IT Ops – Stakeholder relationship management (IT operations)

You can identify, analyse, manage and monitor relationships with and between stakeholders. You can clarify mutual needs and commitments through consultation and consideration of impacts. You can co-ordinate all promotional activities for one or more customers, to achieve satisfaction for the customer and an acceptable return for the supplier. You can assist the customer to ensure that maximum benefit is gained from the products and services supplied.

2 – Working

You can identify important stakeholders and relationships, and work with teams to build these relationships. You can understand how to work with stakeholders and contribute to improving these relationships.

DDaT » IT Operations Job Family

IT Ops – Strategic thinking

You can take an overall perspective on business issues, events and activities, and discuss their wider implications and long-term impact. You can determine patterns, standards, policies, roadmaps and vision statements. You can effectively focus on outcomes rather than solutions and activities.

2 – Working

You can work within a strategic context and communicate how activities meet strategic goals. You can contribute to the development of strategy and policies.

DDaT » IT Operations Job Family

IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.

1 – Awareness

You can show an awareness of the relevant subject matter and a high-level understanding of what it involves.

DDaT » IT Operations Job Family

IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing priorities.

2 – Working

You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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