Service Desk Analyst

Job summary

Can you confidently resolve complex IT issues while delivering exceptional customer service across phone, chat, email, and ticketing channels using ITSM tools such as ServiceNow?

Have you developed strong troubleshooting skills across Windows and Microsoft packages, IOS Devices, and end-user technologies?

Are you a team player who is a proactive problem-solver who thrives in a fast-paced support environment and consistently exceeds service expectations, with a desire to provide exceptional customer service?

If so, we’d love to hear from you!

The Service Desk team is at the heart of delivering exceptional IT support across DVSA, providing a vital link between users and technology. Working as part of a collaborative and customer-focused department, the team delivers 1st and 2nd line support, ensuring colleagues have the tools and assistance they need to work effectively. The department works closely with infrastructure, major incident, problem management, and external supplier teams to resolve issues, fulfil service requests, and drive continual service improvement. With a strong focus on customer experience, knowledge sharing, security, and operational excellence, the team plays a key role in maintaining reliable IT services while supporting the Agency's wider objectives.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVSA:

DVSA roles: Working for the Driver and Vehicle Standards Agency , Civil Service Careers

Job description

As a Service Desk Analyst, you will provide 2nd line remote IT support, investigating and resolving incidents and service requests escalated from 1st line support or raised directly by users. You'll troubleshoot a wide range of technical issues, support colleagues through multiple communication channels, and ensure all tickets/tasks are managed in line with agreed processes, SLAs, and KPIs. Strong customer service, communication, and problem-solving skills are essential to delivering a positive user experience.

Your responsibilities will include, but aren’t limited to:

1. Provide 1st and 2nd Line IT Support to internal users through different channel of communication including, telephone, live chat, emails and ITSM tools.

2. To action and respond to automated pro-active alerts generated by internal and external monitoring systems and provide advice, guidance, and assistance to users.

3. Performing in-depth end user device and software troubleshooting.

4. Timely escalation of relevant and more complex incidents/requests to internal and external support teams.

5. Takes responsibility for own timekeeping, performance, and the achievement of set targets, working within defined SLAs and adhering to set lunch, break times and Rota.

6. Assist in the creation and maintenance of supporting documentation, including updates, known errors and FAQ’s to all users.

For further information on the role, please read the role profile.Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

To be successful in this role you will need to have the following experience:

1. At least two years’ experience supporting windows and infrastructure, within an IT Service Desk environment.
2. Proven technical knowledge of end user devices, awareness of infrastructure and applications, technical skills in mobile device operating system (iOS), Active Directory administration and basic understanding of Azure/Entra.
3. Excellent Customer Service/Strong awareness of client needs and Flexible approach to work and good team working skills. Ability to assess, interpret and apply known skills to resolve Incidents.
4. Experience of service delivery and working within established Service Level Agreements using established ITSM tools, e.g. ServiceNow.
5. Has initiative and can work independently without excessive supervision. Self-motivated and pro-active

Additional Information

Qualifications

Candidates should hold ITIL V4 or V5 Foundation (or greater), SDI - Analyst Qualification/ A+ Certification, HP hardware accreditation or similar, or be willing to work to any additional recommended qualifications to support development whilst in post.

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 35 hours per week.

A Rota will be in place to meet the current business hours of 7:30am – 18:00pm, though as the business needs change there may be a requirement to work Out of Hours. We are currently reviewing working patterns and there may be a dedicated fixed working pattern added, to complement the rota. This however, will all be discussed with the successful candidate beforehand.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

Occasional travel to other offices will be required, which may involve overnight stays.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

We'll assess you against these behaviours during the selection process:

• Delivering at Pace
• Making Effective Decisions
• Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

• Government Digital & Data Profession - Service Desk Analyst: Technical Understanding
• Government Digital & Data Profession - Service Des