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