Service Desk Analyst

Service Desk Analyst – Driver and Vehicle Standards Agency (DVSA)

UK-Based Applicants Only | Permanent Civil Service IT Role | Up to £34,485 in Uxbridge

Are you an experienced IT Service Desk professional looking for a permanent Civil Service opportunity?

The Driver and Vehicle Standards Agency (DVSA) is recruiting Service Desk Analysts to provide 1st and 2nd line IT support across the organisation.

There are 2 positions available, with opportunities to work across multiple UK locations and flexible working arrangements.

Important: This vacancy does not offer Skilled Worker visa sponsorship. DVSA does not hold a UKVI Skilled Worker sponsor licence, so applicants must already have the appropriate right to work in the UK.

Job Overview

Job Locations

The successful candidates can be based at:

• Birmingham
• Bristol
• Leeds
• Newcastle-upon-Tyne
• Nottingham
• Swansea
• Uxbridge

Uxbridge applicants: The role is currently advertised in Uxbridge, but the contractual base will be Yeading.

While estates work is being completed at Yeading, employees will temporarily work from the Uxbridge site. Successful applicants will initially start at Uxbridge.

Employees will be required to work from the Yeading site once it reopens in 2028.

Those based at Uxbridge will receive a £4,000 London Weighting allowance, which will continue when the location moves to Yeading.

About the Service Desk Analyst Role

The Service Desk team plays a central role in delivering IT support across DVSA.

The team provides 1st and 2nd line IT support, helping colleagues resolve technical issues and access the technology they need to work effectively.

You will work closely with infrastructure, major incident, problem management and external supplier teams to resolve incidents, fulfil service requests and contribute to continuous service improvement.

The role is particularly suited to someone who enjoys:

• Troubleshooting complex IT problems
• Providing excellent customer service
• Supporting users through different communication channels
• Working with IT Service Management systems
• Investigating technical incidents
• Solving problems independently
• Working in a fast-paced support environment

Key Responsibilities

As a Service Desk Analyst, you will provide 2nd line remote IT support, investigating and resolving incidents and service requests escalated from 1st line support or raised directly by users.

Your responsibilities will include:

1. Providing 1st and 2nd line IT support to internal users through telephone, live chat, email and ITSM tools.
2. Responding to automated proactive alerts generated by internal and external monitoring systems.
3. Providing advice, guidance and technical assistance to users.
4. Performing detailed troubleshooting of end-user devices and software.
5. Escalating complex incidents and service requests to appropriate internal and external support teams.
6. Managing your workload, performance and targets in accordance with agreed SLAs and KPIs.
7. Working within defined rota, lunch and break arrangements.
8. Assisting with the creation and maintenance of technical documentation.
9. Updating known-error information and FAQs for users.
10. Supporting continuous improvement and maintaining a high standard of customer service.

Essential Experience and Skills

To be successful, candidates should have:

• At least 2 years’ experience supporting Windows and infrastructure within an IT Service Desk environment.
• Strong technical knowledge of end-user devices.
• Awareness of IT infrastructure and applications.
• Experience with mobile device operating systems, particularly iOS.
• Experience with Active Directory administration.
• Basic understanding of Azure/Entra.
• Strong customer service skills.
• Good awareness of client and user needs.
• Strong troubleshooting and problem-solving abilities.
• Experience working within established Service Level Agreements.
• Experience using ITSM tools such as ServiceNow.
• The ability to work independently.
• A proactive and self-motivated approach.
• Strong teamwork and communication skills.

Qualifications

Candidates should hold one or more relevant technical qualifications, such as:

• ITIL V4 or V5 Foundation or higher
• SDI Analyst Qualification
• A+ Certification
• HP Hardware Accreditation
• Or an equivalent qualification.

Candidates who do not currently hold all recommended qualifications may be willing to undertake additional qualifications to support their professional development while in post.

Working Hours

Full-time employees will work 37 hours per week.

Part-time applications are welcomed, but there is a business requirement for successful candidates to work at least 35 hours per week.

The current business operating hours are:

7:30 am – 6:00 pm

A rota will be used to cover these hours.

As business requirements change, there may also be a requirement to work outside normal operating hours. DVSA is reviewing its working patterns and may introduce a dedicated fixed working pattern alongside the existing rota.

Any working arrangements will be discussed with the successful candidate.

Hybrid Working

This role is suitable for hybrid working.

The current expectation is that at least 60% of your working time each month will be spent at your designated workplace or another office/work location when required for business reasons.

Occasional travel to other offices may also be required and could involve overnight stays.

Salary and Civil Service Pension

The salary is £30,485 per year.

For employees based at Uxbridge, an additional £4,000 London Weighting allowance applies.

The Civil Service pension scheme provides an employer contribution of 28.97% of salary.

For the advertised salary of £30,485, DVSA states that it contributes approximately £8,831 towards membership of the Civil Service Defined Benefit Pension Scheme.

Employee Benefits

Successful candidates can benefit from:

• 25 days annual leave.
• Annual leave increasing by 1 day for each year of service up to 30 days.
• 8 bank holidays.
• An additional Privilege Day for the King’s birthday.
• Civil Service pension with a 28.97% employer contribution.
• Staff discount portal.
• Professional development opportunities.
• Potential employer-funded professional qualifications.
• Apprenticeship opportunities.
• CIPD and Prince2 development opportunities.
• Diverse and inclusive working environment.
• Staff communities and support networks.
• 24-hour Employee Assistance Programme.
• Flexible working options.
• Opportunities for career development.

Visa Sponsorship – Important

NO SKILLED WORKER VISA SPONSORSHIP AVAILABLE

DVSA explicitly states that it does not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor.

Therefore:

Applicants must already have the appropriate right to work in the UK.

Do not apply expecting the employer to provide Skilled Worker visa sponsorship for this position.

Recruitment Process

The vacancy uses the Civil Service Success Profiles recruitment framework.

The recruitment process consists of:

Stage 1 – CV and Personal Statement Sift

Candidates will submit:

• A CV with unlimited word count.
• A personal statement of up to 750 words.

Candidates will need to demonstrate experience in:

1. Providing IT support through telephone, live chat, email and ITSM tools.
2. Performing detailed end-user device and software troubleshooting.
3. Escalating complex incidents and service requests appropriately.

The sift is scheduled to take place from 14 September 2026.

Stage 2 – Interview

Candidates who pass the sift will proceed to interview.

The interview is scheduled for the week commencing 28 September 2026.

The interview will take place online through Microsoft Teams.

Behaviours Assessed

Candidates will be assessed against:

• Making Effective Decisions
• Delivering at Pace
• Managing a Quality Service

Technical Skills Assessed

Candidates will be assessed against:

• Service Desk Analyst – Technical Understanding
• Service Desk Analyst – Ownership & Initiative

Technical assessment will be based on the Government Digital and Data Profession Capability Framework.

Reserve List

A 12-month reserve list will be maintained for this vacancy.

Successful candidates who are placed on the reserve list may potentially be considered for other suitable opportunities during the reserve period.

Security Checks

Successful candidates will be required to undergo relevant pre-employment checks.

These include:

• Basic or equivalent criminal record check.
• Baseline Personnel Security Standard checks for those working with government assets.
• Internal Fraud Database checks where applicable.
• Social Media Checks for external applicants and eligible NDPB employees.

Nationality Requirements

The vacancy is broadly open to eligible:

• UK nationals.
• Republic of Ireland nationals.
• Commonwealth nationals with the right to work in the UK.
• Eligible EU, Swiss, Norwegian, Icelandic and Liechtenstein nationals with relevant EUSS status.
• Individuals with qualifying limited or indefinite leave to remain.
• Eligible Turkish nationals and certain family members with the right to work in the Civil Service.

Applicants should check the official Civil Service nationality requirements before applying.

Equality, Diversity and Reasonable Adjustments

DVSA is committed to providing a fair and accessible recruitment process.

Reasonable adjustments may be available to candidates who require additional support during the application or recruitment process.

Candidates requiring assistance should indicate this in the application or contact the relevant recruitment team before the closing date.

Artificial Intelligence and Applications

Candidates may use artificial intelligence tools to support their application, but all information, examples and statements submitted must be truthful, factually accurate and based on the applicant’s own experience.

Applications may be withdrawn where plagiarism or misrepresentation is identified.

Important Application Information

Applicants should carefully review the vacancy requirements before applying.

Make sure your CV clearly demonstrates:

• IT Service Desk experience.
• Windows support experience.
• End-user troubleshooting.
• ITSM experience.
• ServiceNow or comparable ITSM tools.
• Active Directory.
• iOS/mobile device support.
• Azure/Entra awareness.
• Customer service.
• Incident management.
• Working to SLAs and KPIs.

Your personal statement should directly address the three areas listed in the sift criteria.

How to Apply

Applications should be submitted through the official Civil Service Jobs vacancy.

Job Reference: 477540

Closing Date: Sunday, 13 September 2026 at 11:55 pm

Contact Information

Job Contact

Michael Broom
Email: michael.broom@dvsa.gov.uk

Recruitment Team

Email: dftrecruitment.grs@cabinetoffice.gov.uk

Final Reminder for Applicants

This is a permanent Civil Service IT opportunity with DVSA, offering a salary of £30,485, with a £4,000 London Weighting allowance at Uxbridge, hybrid working and Civil Service pension benefits.

However, Skilled Worker visa sponsorship is NOT available.

Applicants must already have the appropriate right to work in the UK.

Closing date: 13 September 2026 at 11:55 pm.

If you meet the requirements, prepare your CV and 750-word personal statement carefully before applying.