At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for users.
- Company: Join the Driver and Vehicle Standards Agency, a diverse and inclusive employer.
- Benefits: Enjoy 25 days annual leave, flexible working, and a generous pension contribution.
- Other info: Great career development opportunities and a supportive team environment.
- Why this job: Make a real difference by helping colleagues with their tech challenges.
- Qualifications: Experience in IT support and strong customer service skills required.
The predicted salary is between 31500 - 38500 £ per year.
This job is with Driver and Vehicle Standards Agency, an inclusive employer.
About the job
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.
Your responsibilities will include, but aren't limited to:
- Provide 1st and 2nd Line IT Support to internal users through different channels of communication including telephone, live chat, emails and ITSM tools.
- Action and respond to automated pro-active alerts generated by internal and external monitoring systems and provide advice, guidance, and assistance to users.
- Perform in-depth end user device and software troubleshooting.
- Timely escalation of relevant and more complex incidents/requests to internal and external support teams.
- Take responsibility for own timekeeping, performance, and the achievement of set targets, working within defined SLAs and adhering to set lunch, break times and Rota.
- Assist in the creation and maintenance of supporting documentation, including updates, known errors and FAQs to all users.
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.
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. While 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. 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.
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. 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.
- 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.
- 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.
Service Desk Analyst employer: Driver and Vehicle Standards Agency
The Driver and Vehicle Standards Agency (DVSA) is an exceptional employer that prioritises inclusivity and employee well-being, offering a generous pension contribution of 28.97% and 25 days of annual leave, which increases with service. With a strong focus on professional development, employees have access to various training opportunities and flexible working arrangements, fostering a supportive work culture that values collaboration and customer service excellence.
Contact Details:
Driver and Vehicle Standards Agency Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Driver and Vehicle Standards Agency. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Driver and Vehicle Standards Agency before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Driver and Vehicle Standards Agency:Your cover letter is your chance to shine! Tell us why you want to work at Driver and Vehicle Standards Agency specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Driver and Vehicle Standards Agency!
How to prepare for a job interview at Driver and Vehicle Standards Agency
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
