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IT Service Analyst
Job in
Newcastle upon Tyne, Newcastle, Tyne and Wear, SY7, England, UK
Listed on 2026-07-22
Listing for:
Reed Technology
Full Time
position Listed on 2026-07-22
Job specializations:
-
IT/Tech
IT Business Analyst, Data Analyst
Job Description & How to Apply Below
?? ITSM SLA Analyst - 12 Month FTC - £35-£40k
?? Overview
An organisation is seeking an ITSM SLA Analyst to manage service performance governance, reporting, and continuous improvement across IT services.
This role acts as the single source of truth for SLA performance, ensuring contractual obligations are met, risks are proactively managed, and service quality remains high.
?? Key Responsibilities
- Own SLA governance across IT services, ensuring consistent definition and measurement
- Monitor and report on performance (daily/weekly/monthly), highlighting trends, risks, and breaches
- Ensure compliance with contractual SLAs and KPIs
- Identify and mitigate SLA breach risks, driving corrective actions
- Maintain data quality within ITSM tools (ticket categorisation, prioritisation, SLA tracking)
- Analyse performance to improve MTTR, first-time fix, and overall service quality
- Produce governance reporting for service reviews and forums
- Act as the central authority for service performance data
- Support stakeholder meetings with clear, data-driven insights
?? Experience Required
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