Service Desk Analyst

+ Have you got the enthusiasm and drive to work collaboratively with colleagues, stakeholders and customers, delivering quality at pace?, We’re looking for a Service Desk Analyst to join our Digital Services and Technology Team. This is an exciting time for the VCA, and a great opportunity to be getting involved in our digital transformation projects and supporting our daily tasks. For more about joining our team, here’s a short introduction from our Chief Digital and Information Officer, Paul Taylor - DS&T LinkedIn (youtube.com)., Our work is focused on improving vehicle safety and environmental protection by providing robust testing and certification to national and internationally recognised standards. We are a part of the Department of Transport as the designated UK Vehicle Type Approval Authority. With more than 40 years’ experience, we have become one of the largest and well-respected approval bodies around. This position has been built on a reputation for technical expertise and quality, which is at the heart of everything we do, and what you could be a part of.
Your main duties will include but will not be limited to:
As a service desk analyst, you will play a central role in our digital services and technology team logging and analysing IT incidents and requests across the VCA. You will often be the first point of contact for our staff and customers, and with the support of our team, you will be able to triage requests to relevant departments, offering your expertise and guidance to resolve each task.
Your sound knowledge of Microsoft Windows and Office applications will put you in good stead, with additional learning and development opportunities available to you, to progress your skills and ability in this remit.
Working in a fast-paced environment, with our UK and overseas offices, your days will be varied, engaging with lots of different people. You will need to be an effective communicator, with excellent customer service skills and have a forward-thinking attitude when prioritising tasks and dealing with conflicting priorities.
This role is a fantastic opportunity to be involved in our business transformation projects and our daily operations, where your contribution will make a huge difference for our staff, our customers and stakeholders.
For further information, please see the attached Role Profile., We'll assess you against these behaviours during the selection process:
+ Communicating and Influencing
+ Managing a Quality Service
+ Delivering at Pace

Technical skills
We'll assess you against these technical skills during the selection process:
+ Continual service improvement Level: awareness
+ Customer service management Level: working
+ Technical understanding Level: awareness
+ User focus Level: awareness, + Identified and registered an incident, gathered the required information, and where you have allocated this information through the appropriate.
+ Investigated problems in systems, processes.
+ Worked in a customer service environment and delivered an excellent customer.
+ Took ownership of an issue and where you have taken a logical approach to resolve it.
Your personal statement should be a maximum of 1000 words and we recommend a minimum of 250 words for each of the bullet points above.
Some guidance to help you with your application can be found in the candidate pack below.
Our 2-stage selection process ensures a comprehensive assessment of each applicant's qualifications, skills, and potential fit within our organisation.
Stage 1: Initial Experience-Based Sift
In this stage, we carefully review all applicants CV & Personal statement to shortlist candidates who meet the experience indicators and possess the necessary qualifications.
Stage 2: In-person Interview
The final stage involves an in-person interview, where selected candidates will be invited to visit one of our premises.
Merit List
Please note that candidates placed on the merit list will be considered for suitable positions as they arise. Being on the merit list may lead to potential opportunities beyond the role of Service Desk Analyst.
Sift and Interview
The sift is due to take place from 2nd September 2024.
Interviews are likely to be held week commencing 16th September 2024.
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.
You are encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.
You will be assessed against the Government Digital and Data Profession Capability Framework, which can be found here. Underneath ‘Service Desk Analyst’.
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.
Please note that VCA are unable to offer VISA sponsorship.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

+ Do you enjoy variety and flexibility in your work, with the ability to adapt to your task priorities?
+ Are you confident solving problems and finding solutions using your skills and knowledge in digital technologies?, To be successful in this post, we are looking for individuals with:
+ A basic knowledge of Microsoft Windows 10 or 11 end user support.
+ Good troubleshooting skills.
+ Experience using Microsoft Office apps.
+ Customer service skills with a strong focus on service delivery.
+ Organised with the ability to effectively prioritise workload.
+ Excellent verbal and written communication skills with the ability to adapt your style to a variety of audiences.
+ Good attention to detail with the ability to ensure that information is recorded concisely and accurately.
+ Positive attitude that recognises the importance of the Customer Service experience and have the passion to improve the customer’s journey.
Additional Information
A minimum of 60% of your working time should be spent at your principal workplace or on location testing.

Your wellbeing is important to us, which is why we’re pleased to offer a wide range of benefits to all our colleagues, inside and outside of work.
Find out more about the ways you can benefit in our candidate pack., A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.