About the job Summary

Do you have strong communication skills both verbal and written?

Would you like the opportunity to liaise with end users and provide excellent customer service?

Are you able to evidence a strong background in people management and developing others?

If so we have an exciting opportunity for a DVSA Service Desk Specialist to join us at Driver and Vehicle Standards Agency, and we’d love to hear from you!

Job description

We’re looking for friendly people with a passion for helping others to join our team. We are the first point of contact for any DVSA user requiring IT Service. The purpose of the DVSA Service Desk Specialist role is to provide specialist support to staff, ensuring staff deliver a high-quality service.

We are looking for a confident individual to ensure the team provides a friendly and helpful, quality first-line service to the users, helping to resolve requests and incidents in an effective and timely manner and support the DVSA Service Desk Manager in dealing with high volumes and high priority incidents and requests.
 

Responsibilities

Roles and Responsibilities:

• Ensure team complies with DVSA policies and statutory obligations.
• Managing people and performance
• Listen to, understand, respect and accept the value of different views, ideas and ways of working
• Take ownership of team and individual development by identifying capability needs and consistently achieving development objectives
• Confidently handle challenging conversations or interviews
• Develop team in order to increase production and standard of work
• Provide high quality initial support for all end user IT incidents and service requests
• Manages ownership of Incidents and Requests, through to resolution and closure ensuring these are delivered to agreed timescales (SLAs)
• Monitors and reports against the quality of logged and updated incidents and requests. Ensures the team logs and updates detailed information about every call into the ITSM tooling, so that effective data is provided to the resolver groups
• Work with team to set priorities, create clear plans and manage all work to meet the needs of the customer and the business
• Recognise, respect and reward the contribution and achievement of others
• Reports directly to the DVSA Service Desk Lead
• Work with the Major Incident & Problem Management team to report and resolve incidents or problems, assist with managing and communicating during Major Incidents

For more information about the role please see the attached role profile.

About you

To be successful in the role you will need to have experience of managing people on a busy Service Desk or Customer Service Team which is dynamic, fast paced and forever changing. You should have the ability to manage time and lead people effectively and prioritise workloads and be enthusiastic and motivated in your role. You will also have good communication skills both written and verbal.

About us
The Driver and Vehicle Standards Agency (DVSA) helps everyone stay safe on Britain's roads.

We do this by helping people through a lifetime of safe driving, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
Our work affects millions of people and thousands of businesses. Most importantly, our work saves lives.

We're an organisation that values professional expertise. We work in inclusive and diverse teams. Meeting the needs of the people who use our services runs through everything we do.
We have exciting plans for the next 5 years to continue making our roads safer. Join us on our journey and help us to save lives.

We are part of the Department for Transport (DfT). DfT is a great place to work, and our ‘one team’ approach really makes a difference. We value our staff and that’s why we’re committed to nurturing an inclusive environment across the Department.

You’ll be part of an innovative organisation that invests in all our people, ensuring we have the diverse skills to deliver transport that moves Britain ahead now and into the future.
We welcome applications from a diverse range of backgrounds and communities, including individuals who identify as female, male, trans, non binary, disabled, black, Asian or minority ethnic etc.
Find out more about working at DVSA

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Managing a Quality Service
• Delivering at Pace
• Making Effective Decisions

Benefits Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

Things you need to know Security

Successful candidates must pass a disclosure and barring security check.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

When preparing your Personal Statement, please ensure to evidence the following:

• Your ability to demonstrate leadership and how you would develop your team and provide evidence of previous people management
• Your ability to provide evidence of your management experience within a multi skilled team.
• Your experience in a customer/service desk/service management environment
• Your ability to provide experience of setting priorities, create clear plans and manage all work to meet the needs of the customer and the business

Please ensure that you fully utilise the 1250-word personal statement when completing your application.

The sift is due to take place from the commencing 27/02/20.

Interviews/assessments are likely to be held from 09/03/20.

Interview location to be confirmed.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

How to Apply

The selection process will be designed specifically for the role. As a result, your assessment could include:
• an interview

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. For further information on Success Profiles please click here

Your interview may consist of a range of question types. These may include questions about:
• what energises and motivates you
• how you would manage situations relevant to the role
• your previous experience
• your professional skills and knowledge

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

Further Information

We have adopted anonymised recruitment. This means that your name, date of birth and other personal details will not be seen by the sift panel.

We may hold a merit list for up to twelve months. During this time, if a similar role is identified and you have been placed on the merit list you may be considered for the post. Within the merit list period, your application form and selection information may be shared across the department and its agencies.

Please see attached candidate notes for further information about our recruitment process.

If successful and transferring from another Government Department a criminal record check maybe carried out.

New entrants are expected to join on the minimum of the pay band.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:
• Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs

• Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact
Government Recruitment Services via email: [email protected]

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission:
Click here to visit Civil Service Commission

Any move to the Department for Transport (DfT) will mean you will no longer be able to carry on claiming childcare vouchers.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.