Service Desk Analyst

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 at CS Jobs using the link provided. This vacancy closes at 23:55 on Sunday 8th March 2026