Service Desk Analyst

Can you demonstrate strong experience in supporting Windows and IT infrastructure within a busy IT Service Desk environment?

Do you have hands-on technical knowledge of end user devices, mobile operating systems (such as iOS), Active Directory, and cloud platforms like Azure or Entra?

Have you worked in a service delivery environment where you resolved technical incidents and requests while meeting established Service Level Agreements?
If so, we would love to hear from you!

Be at the heart of digital service delivery, where your technical expertise and people skills directly impact the efficiency of vital public services. This is more than just IT support, it\’s an opportunity to contribute to the smooth running of government operations, solve problems, and grow your career in a collaborative, inclusive, and purpose-driven environment.

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

We’re working hard to:

• make roads safer

• improve services for our customers

• make road transport greener and healthier

• harness the potential of technology and data

• grow and level up the economy

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 and 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.

As a Service Desk Analyst, you will play a key role in supporting the day-to-day IT operations of our organisation by acting as a second point of contact for technical issues. You will investigate and resolve incidents raised either through our first line support team or via the self-service portal. In addition, you will handle service requests from users, including software installations, hardware setups, and moves or changes all completed remotely, without the need for site visits.

You will also contribute to the effectiveness of the wider Service Desk by supporting first line analysts, helping triage incidents through a range of channels such as phone and live chat. All activities will be carried out in line with our established Incident and Request Management processes, ensuring a consistent and professional approach.

Beyond your technical expertise, you will be expected to build strong working relationships with colleagues across the organisation. Excellent communication skills both written and verbal are essential, as is your ability to deliver a high standard of customer service. You will contribute to meeting key service targets and KPIs through the accurate and consistent use of knowledge articles, ensuring users are well informed and incidents are resolved with a high degree of accuracy and attention to detail.

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

• Performing and troubleshooting skills with Windows 11, Mac OS and iOS devices.
• Troubleshooting of current mobile telecommunications technology and Microsoft operating systems.
• 3rd party liaisons, registering faults with vendors, arranging warranty repairs.
• Timely escalation of relevant and more complex incidents/requests to internal and external support teams.
• Tracking and completing appropriate process tasks to ensure the CMDB is kept up to date.

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.