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Service Desk Analyst

Employer
Driver and Vehicle Standards Agency.
Location
Swansea, Swansea (Abertawe)
Salary
£21,841
Closing date
27 Sep 2021

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Location

Swansea

About the job

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.

Location: Swansea 

Are you considering taking your first step into the world of Information Technology (IT)?

Do you see yourself as someone who goes the extra mile for your customers?

Would you enjoy working in a fast paced environment, acting as a critical point of contact for IT support across the Driver and Vehicle Licensing Agency (DVLA)?

If so we would love to hear from you! Job description

We are looking for approachable individuals, with a real passion for helping others to join our team at the DVLA Service Desk.

We will look to you to effectively resolve IT requests and incidents via our virtual Service Desk within our agreed service levels.

You will need to be flexible as you will be required to work on a rota basis between the hours of 6am – 5pm, Monday – Friday.
 

Responsibilities

Your responsibilities will include, but are not limited to:

• Providing first level contact for end users and resolving incidents and service requests (including requests for access) within agreed service levels.
• Supporting Service Desk specialist and leading in driving quality of the application and operation of processes.
• Providing subject matter expertise relating to technical and non-technical areas of business services to ensure speedy resolution of incidents/requests within agreed service levels.
• Following established processes/systems and recommending improvements to these as appropriate to resolve routine customer enquiries. Documenting actions taken to resolve enquiries.
• Taking ownership for listening to and understanding the customers problem. Escalating and/or gaining support where necessary to resolve the problem. Using relevant information to diagnose and to resolve or enable resolution in a timely manner.

Please refer to the role profile attached for further information about the role and responsibilities.

About You

With proven experience of working in a customer facing role, you will always strive to deliver an exceptional customer service, being approachable, energetic and helpful at all times. You will be clear with your communications, with the ability to explain sometimes complicated issues in a simple way.

As a team worker who is analytically minded, you will enjoy solving problems for your customer within anticipated deadlines, always aiming to go the extra mile. You are highly adaptable and resilient, with the ability to recover quickly from setbacks.

You will also be computer-literate, with a working knowledge of Microsoft Office packages like Word, Excel and Outlook and have the willingness to be able to learn and use bespoke programmes and software.

Working for the DVLA Digital Team

At DVLA our work matters. We’re at the forefront of digital within government, providing new and improved services that are reliable, easy to use and offer value for money for our customers. With over 49 million driver records and over 40 million vehicle records, the opportunity to work at this scale is unrivalled across the region. Our services generate billions in revenue and make a difference to the lives of 9 out of 10 households in the UK.

If you would like to read more about the great opportunities with the DVLA Digital Team then click here

Our people are transforming our digital services, head over to our DVLA Digital Services Blog  to read about what we have been up to.

DVLA supports flexible working, and as an IT department we are currently working from home. We are working towards a hybrid model, under which working arrangements will be driven by the requirements of your role in agreement with your line manager.

Behaviours

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

  • Delivering at Pace
  • Communicating and Influencing

Technical skills

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

  • SFIA - Customer Service Support (CSMG) - Level 3

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
• We encourage a great work-life balance
• Best in class Learning & Development
• Digital communities
• Generous salary and pension
• On-site gym plus personal training
• On-site nursery, restaurants and coffee bar
• 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 1 extra day for the Queen’s birthday
• Range of staff groups to support all our colleagues
• Free parking
• Buy and sell annual leave

To find out more about the great opportunities and benefits of working at DVLA, click here  or read our blogs .

Things you need to know Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

See our vetting charter.

People working with government assets must complete basic personnel security standard checks.

Selection process details

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

We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.

Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.

How to Apply

As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

For your CV and personal statement, please provide detailed evidence of your experience of the following:

• Working within a customer focused role, preferably with telephony experience
• Technical experience and/or experience with Microsoft Office Suites
• Developing and maintaining effective working relationships with various stakeholders
• Excellent communication skills, both oral and in writing, with the ability to adapt your delivery to suit a wide variety of audiences

The sift is due to take on Tuesday 29th & Wednesday 30th September 2021.

Interviews will be held from Thursday 14th October 2021.

This interview will be conducted via a video interview, details of which will be provided to you should you be selected for interview.

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.

If invited to interview, this may consist of a range of question types. These could include questions around behaviours and how you would respond in any situation as well as specific examples of things you have done.

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

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

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 visit our Careers website.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section

Further Information

To learn more about applying for a role within the Department for Transport, visit the Application Process page of our Careers website.

Before submitting your application, we encourage you to visit our Things You Need to Know page for further information about applying for a role within the Department for Transport and the Civil Service.

Throughout this job advert there are links to the DfT Careers website, which provides you further information to support your application. Should you be unable to access the information on our website, please email [email protected] for assistance.

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

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

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 equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants Job contact : Name :   ITS Recruitment Email :   [email protected]   Recruitment team : Email :   [email protected] Further information

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 (https://civilservicecommission.independent.gov.uk/) to visit Civil Service Commission
 

Attachments Role Profile Opens in new window(pdf, 412kB) Candidate Guidance for CV and Personal Statement Opens in new window(pdf, 405kB) Candidate Notes Opens in new window(pdf, 823kB) SFIA V6 Opens in new window(pdf, 557kB)

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