Service Desk Specialist

Overview

Do you love to support and develop others and enjoy working collaboratively with colleagues? Have you got a passion for providing high quality customer service? Are you an organized individual who enjoys working in a fast‑paced environment? If so, we would love to hear from you!

Benefits

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

Role Summary

Based in Swansea, the Service Desk team provides a single point of contact for DVLA employees and external customers using ITS services. You will lead a dynamic team, support analysts and quality‑check work. Your responsibilities include ensuring work is delivered to a high standard, is customer‑focused and implementing service suggestions to drive continuous service improvement. The technical element of the role involves actioning access‑management requests, managing IT incidents and delivering resolutions for service requests. The team operates on a rota between 6 am and 5 pm.

Responsibilities

• You will be an effective leader, working productively as part of a team with a strong focus on service delivery and communicating to a variety of stakeholders.
• Assist the Service Desk Leads and Manager with activities related to the delivery of an effective Service Desk, making changes to processes and operating them end‑to‑end to ensure optimal overall performance.
• Manage day‑to‑day activities of the Service Desk, ensuring service levels and process quality are maintained and continually improved.
• Liaise with relevant stakeholders to coordinate, communicate and ensure the impacts of any changes are understood.
• Provide subject‑matter expertise for technical and non‑technical areas of the Service Desk processes, sharing SME knowledge with team members and demonstrating personal leadership and initiative.
• Participate in the development, implementation, maintenance and improvement of Service Desk policies, processes, procedures and standards in support of ITOST and ITS objectives.

Qualifications and Experience

• Experience of supporting and improving service level agreements, contributing to the effective operation of a team or function.
• Proven ability to manage competing priorities and maintain service standards within a fast‑paced environment.
• Strong communication and stakeholder engagement skills, with evidence of coordinating and sharing information to support change and improvement.
• Experience of providing subject‑matter expertise within a team, supporting others and contributing to a collaborative working culture.
• Positive attitude with a thirst for continuous improvement; recognise the importance of the customer service experience and have the passion to improve the customer’s journey.
• Strong interest in technology with knowledge of Windows 7–10–11.
• Highly organised with the ability to effectively prioritise work.
• Excellent communication skills, able to communicate effectively both verbally and in writing and deliver information in a clear, confident, professional manner.

Success Profile / Selection Process

Stage 1: Sift of CV and personal statement (you must be successful at each stage to progress to the next). Candidates submit a CV and a personal statement of up to 1000 words providing evidence of the essential criteria listed above. The sift will take place week commencing 17/11/2025.

Stage 2: Interview (week commencing 01/12/2025). Candidates are assessed against the following success profile elements:

• Behaviours – Communicating and Influencing, Making Effective Decisions, Working Together.
• Technical – SFIA – Customer Service Support (CSMG) Level 3, SFIA – Service Level Management (SLMO) Level 3.

Working Hours and Hybrid Working

Full‑time roles at DVLA consist of 37 hours per week. The minimum required is 35 hours per week. The role is suitable for hybrid working, with an expectation that 60% of working time each month is spent in the office or at the designated location. There may be occasions where attendance at a work location is required beyond the minimum expectation.

Nationality Requirements

• 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) (or a valid application for settled or pre‑settled status)
• 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

Security and Vetting

Successful candidates must undergo a criminal record check and meet the security requirements before appointment, with a security check level. All individuals must meet at least 5 years continuous residency in the UK.

Salary and Pension

Salary of £30,485, plus £8,831 contributed by the DVLA to the Civil Service Defined Benefit Pension scheme.

Other Information

• Best-in-class learning and development tailored to your role.
• Digital communities with clear career frameworks.
• On‑site gym plus personal training available (membership applies).
• On‑site nursery, restaurants and coffee bar.
• 25 days holiday (plus bank holidays), increasing by 1 day each year up to 30, plus 1 extra day for the King’s birthday.
• Free parking.
• Hybrid office/home‑based model with a minimum of 60% in the office per month.
• Full transparency in the selection process and a 12‑month reserve list for potential future opportunities.

This role may be suitable for a variety of candidates. If you require reasonable adjustments or have a visible or non‑visible disability, we are committed to making necessary changes to the recruitment process. The DVLA is also a disability‑confident leader employer.