Service Desk Analyst


Company:	Government Recruitment Service
Salary:	£30,485 to £30,485 a year
Hours:	Full-time
Location:	Bristol
Job type:	Permanent
Posting date:	28 Aug 2026
Closing date:	13 Sept 2026

Apply for this job

Summary

Can you confidently resolve complex IT issues while delivering exceptional customer service across phone, chat, email, and ticketing channels using ITSM tools such as ServiceNow?

Have you developed strong troubleshooting skills across Windows and Microsoft packages, IOS Devices, and end-user technologies?

Are you a team player who is a proactive problem-solver who thrives in a fast-paced support environment and consistently exceeds service expectations, with a desire to provide exceptional customer service?

If so, we’d love to hear from you!

The Service Desk team is at the heart of delivering exceptional IT support across DVSA, providing a vital link between users and technology. Working as part of a collaborative and customer-focused department, the team delivers 1st and 2nd line support, ensuring colleagues have the tools and assistance they need to work effectively. The department works closely with infrastructure, major incident, problem management, and external supplier teams to resolve issues, fulfil service requests, and drive continual service improvement. With a strong focus on customer experience, knowledge sharing, security, and operational excellence, the team plays a key role in maintaining reliable IT services while supporting the Agency's wider objectives.

Joining our department comes with many benefits, including:

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), plus 8 bank holidays a privilege day for the King’s birthday
Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVSA:

DVSA roles: Working for the Driver and Vehicle Standards Agency | Civil Service Careers

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. You'll troubleshoot a wide range of technical issues, support colleagues through multiple communication channels, and ensure all tickets/tasks are managed in line with agreed processes, SLAs, and KPIs. Strong customer service, communication, and problem-solving skills are essential to delivering a positive user experience.

Your responsibilities will include, but aren’t limited to:

1. Provide 1st and 2nd Line IT Support to internal users through different channel of communication including, telephone, live chat, emails and ITSM tools.

2. To action and respond to automated pro-active alerts generated by internal and external monitoring systems and provide advice, guidance, and assistance to users.

3. Performing in-depth end user device and software troubleshooting.

4. Timely escalation of relevant and more complex incidents/requests to internal and external support teams.

5. Takes responsibility for own timekeeping, performance, and the achievement of set targets, working within defined SLAs and adhering to set lunch, break times and Rota.

6. Assist in the creation and maintenance of supporting documentation, including updates, known errors and FAQ’s to all users.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Apply for this job

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.