Service Desk Analyst 5 views

449068 Service Desk Analyst

Driver and Vehicle Standards Agency

Apply before 11:55 pm on Sunday 8th March 2026

📍 Location: Swansea (Hybrid)

💷 Salary: £26,607 – A Civil Service Pension with an employer contribution of 28.97%

🕘️ Contract Type: Permanent– Full-time, Job share, Part-time

🏆️ Available Positions: 1

As a Service Desk Analyst, you will provide a friendly and helpful first-line service to the users, helping to resolve requests and incidents in an effective and timely manner. You will play a key role in ensuring work is done to agreed timescales on behalf of the user.

Top Responsibilities

• Provide high quality initial support for all end user service requests relating to the IT environment.
• Logging, updating and where possible resolution of incidents and requests reported by call & chat, taking end to end responsibility by ensuring they are delivered to agreed timescales (SLAs).
• Ensure the logging and update of detailed information about every call into the ITSM tooling, allowing the team to provide effective data to the resolver groups.
• Understand user groups and make an initial assessment on the impact/urgency of requests and incidents.
• Liaise directly with DVSA internal customers to provide a top-quality customer service.

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:

• Ability to deliver high‑quality service with a positive, approachable attitude and communicate information clearly and confidently.
• Strong attention to detail, able to review information accurately and gather key details through effective questioning and listening.
• General IT proficiency, including experience using common workplace tools such as email, communication platforms and word‑processing software.

How to Apply

👉 Read the full description and apply here: https://bit.ly/3MkDtPR

This vacancy closes at 23:55 on Sunday 8^th March 2026