Service Desk Analyst

Job Description:

Service Desk Analyst

Driver and Vehicle Standards Agency

Apply before 11:55 pm on Monday 27th October 2025

📍 Location: Bristol, Newcastle-upon-Tyne, Nottingham, Swansea (Hybrid)

💷 Salary: £30,485 - A Civil Service Pension with an employer contribution of 28.97%

🕒 Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

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.

Top Responsibilities

• 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. 

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.

About you

To be successful in this role you will need to have the following experience:

• Strong 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 (e.g. iOS), Active Directory administration and Azure/Entra.
• Good understanding and knowledge of Networking e. IP, LAN, WAN, WIFI and network architecture and their components.
• 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.

If you do not already hold the following qualifications, you must be willing to work towards obtaining them once in role:

• ITIL V3/V4 Foundation, SDI - Analyst
• A+ Certification, HP hardware accreditation or similar

How to Apply
👉 Read the full job description and apply at Civil Service Jobs using the link provided.

This vacancy closes at 23:55 on Monday 27th October 2025