Lead Service Analyst in Leeds

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Job Title: Lead Service Analyst
Reports to: Service Delivery & Assurance Manager - End User Computing
Department: Technology
Location: Leeds
Status: Permanent
Job Grade: P1

JOB OVERVIEW

As Lead Service Analyst; you will be reporting into the Service Delivery & Assurance Manager and be one of the faces of IT business engagement and the voice of the customer. Performing day to day Service request approval management and escalation where required. You will work with our suppliers to ensure a seamless delivery of service to the end users.

Your key objectives:

• Supporting the Service Delivery and Assurance Manager working with our Technology Service Desk, EUC and Cross Functional Services. Ensuring that agreed SLA's are met, and that incidents, requests and problems are updated and communicated effectively.
• Work with the business to identify improvements that can be made in service, attending regular service reviews and escalating to the Service Delivery & Assurance Manager when required.
• Always look to identify improvements in the end user experience and supporting plans to make sure IT is easily accessible by improving ease of use.
• Reviewing tickets to ensure best practice and avoid escalations/SLA breaches
• Support with desktop, laptop updates and testing to ensure seamless updates
• Create and update support processes and knowledge articles to support all EUC teams and our colleagues.

KEY RESPONSIBILITIES

• Supporting the Service Delivery & Assurance Manager to work with the EUC and cross functional processes via the outsourced Partners and internal Application support teams, ensuring that contracted SLAs are achieved.
• Supporting all ITSM processes (Request, Incident, Problem, Change, Asset, Access etc) and constantly assessing and suggesting service improvements to enhance service capabilities.
• Regularly reviewing, analysing, and reporting on service performance against agreed SLAs and KPIs, undertaking detailed trend analysis and identifying key problems/improvements.
• Attend daily stand up calls to ensure daily focus and priorities are understood with MSP and elevate any concerns to the Service Delivery & Assurance Manager
• Create purchase orders when required for approval
• Approve, question and elevate service requests from the business.
• Create knowledge articles and support documentation for colleagues and support staff
• Own Intranet pages and ensure they are reviewed and updated by all parties in a timely manner

ESSENTIAL SKILLS & EXPERIENCE

To succeed in this role, you will be capable of operational thinking and must not be afraid to roll up your sleeves, particularly in support issues.

The ideal candidate will have the following attributes...

• Excellent business engagement skills.
• Highly analytical and able to review performance metrics, identify problems/opportunities and develop a prioritised improvement plan.
• Ability to work in a changing and challenging environment, with an evident "can-do" attitude.
• Ability to document support Processes and procedures aligned with best practices.
• Strong problems solving skills.
• ITIL foundation qualification (or desire to obtain qualification)

Basic salary per annum starting from£50,750.00 Application questions to complete

BenefitsThere are a million reasons why it's great to work at Channel 4, here are just a few of the perks for you;

• Private medical insurance
• Free Virtual GP access for employees
• Free Female Health hormone test each year
• Free Tastecard membership
• Access to financial wellbeing resources
• Discounted Gym memberships
• Pension
• Life Assurance
• Income Protection
• Holiday Purchase

Hybrid workingFrom September 2023, C4 has operated a 60/40 working pattern, equating to three office days per week.

Having everyone in the office three days a week gives us more opportunity to build our high performing, inclusive culture; to collaborate and to learn and share with each other, as well as helping to coordinate a regular pattern of home and office working days. Employees then have the flexibility to decide where they spend the rest of the working week. All our offices are open five days a week.

Applications Close Date26 Nov 2026

Equal OpportunitiesChannel 4's purpose is to create change through entertainment; by representing unheard voices, challenging with purpose and delivering content which reflects the diversity of different communities across the UK. We are only able to deliver on this remit by having a workforce rich in diversity of thought, background and lived experience. As an employer we encourage applications from candidates from all backgrounds and do not discriminate based on disability, age, gender reassignment, gender expression, criminal history, length of time spent unemployed, marriage or civil partnership status, national origin, pregnancy and maternity status, race, religion or belief, sex, and sexual orientation.

Disability Confident Scheme: Channel 4 is a member of the Business Disability Forum (BDF) and has also maintained the highest level of the Department of Work and Pension's Disability Confident scheme - Level 3: Leader. Under the Disability Confident Scheme, we aim to offer an interview to all candidates who have a neurodiverse condition, impairment or long-term condition and who meet the essential criteria for an advertised job. If you wish your application to be considered under the Disability Confident Scheme, please select yes when completing the application questions. For more information, please visit the Disability Confident Campaign website.

For our roles and schemes that receive a high volume of applications it may not be possible to provide an interview to all applicants who meet the essential criteria and in this situation we can only select applications that best meet the skills needed for the role.

Care Leaver Friendly Employer: Channel 4 is a Care Leaver Friendly Employer. By signing the Care Leaver Friendly Employer Charter and adopting its principles, we are supporting an immensely talented yet often under-served and under-represented community of young people/ adults. We commit to offering an interview (and constructive feedback) to applicants who identify as care experienced and meet the essential criteria for the role as outlined on the job description. Applicants should indicate if they wish to apply under our Care Leaver Scheme by selecting the option on the application form.

For our roles and schemes that receive a high volume of applications it may not be possible to provide an interview to all applicants who meet the essential criteria and in this situation we can only select applications that best meet the skills needed for the role.

Workplace Adjustments: We are committed to providing disabled applicants a level playing field when applying for a job and support whilst employed to perform to the best of their ability and develop their careers. If you have a neurodiverse condition, impairment or long-term condition and require any adjustments, additional support or alternative arrangements during the recruitment and wish to discuss this confidentially, please let us know via the following e‑mail recruitment@channel4.co.uk

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