Service Desk Analyst

About the job

• Benefits
• Things you need to know
• Apply and further information

Location

Birmingham, Bristol, Leeds, Newcastle-Upon-Tyne, Nottingham, Swansea, Uxbridge

You can be based at any of the above locations, however if your chosen location is Uxbridge please note:

This role is being advertised in Uxbridge, however the contractual base will be Yeading.

While estates work is being carried out in Yeading all posts are being temporarily based at Uxbridge. Successful applicants will start with us at our Uxbridge location.

Please be aware that all employees will be required to work from the Yeading site once it reopens in 2028.

Employees based at Uxbridge will receive a London Weighting allowance of £4,000. This allowance will continue when the location moves to Yeading.

About the job

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:

• At least two years’ experience supporting windows and infrastructure, within an IT Service Desk environment.
• 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.
• 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.
• Experience of service delivery and working within established Service Level Agreements using established ITSM tools, e.g. ServiceNow.
• 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 Desk Analyst: Ownership & Initiative

Benefits

Alongside your salary of £30,485, Driver and Vehicle Standards Agency contributes

£8,831 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• 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).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Find out more about the benefits of working at DfT and its agencies (opens in a new window).

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Experience and Technical skills.

How to apply:

Our selection process ensures a comprehensive assessment of each applicant's skills and potential fit within our organisation.

The selection process for this role will be:

• Stage 1: Sift of CV and personal statement
• Stage 2: Interview
• Stage 1: Sift

At sift, you will be assessed against the following Success Profile elements:

• Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (750-word count). Please provide evidence of your Experience of the following:
• Providing IT Support to internal users through different channels of communication, including telephone, live chat, emails and ITSM tools.
• Performing in-depth end user device and software troubleshooting.
• Timely escalation of relevant and more complex incidents/requests to internal and external support teams.

The sift will take place from the 14/09/2026

Stage 2: Interview

At interview stage, you will be assessed against the following Success Profile elements:

• Behaviours – Making Effective Decisions, Delivering at Pace, Managing a Quality Service
• Technical - Technical Understanding - Level: Awareness, Ownership & Initiative - Level: Working

Technical skills will be assessed against Service desk manager - Government Digital and Data Profession Capability Framework

The interviews will take place week commencing 28/09/2026

This interview will be conducted online via Microsoft Teams. Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site (opens in a new window).

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change

Further information on the selection process

We will a