Service Desk Analyst

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

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.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

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 also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for.

If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

All external applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

• Hate speech or discriminatory behaviour
• Threats or acts of violence
• Illegal activity or substance misuse
• Sexually explicit material
• Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle - it’s about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly.

Feedback

Feedback will only be provided if you attend an interview or assessment.