About the job

Job summary

We welcome applications from every part of the community, and we don’t discriminate against any gender identity. We’re especially interested to hear from underrepresented groups in the DfT such as gender diverse, ethnic minority, LGBT+ and disabled candidates. 

• Do you have knowledge of Microsoft Windows 10 or 11?
• Are you someone who recognises the importance of good customer service?
• Do you enjoy troubleshooting and have the skills to do so?

If so, we would love to hear from you! 

Job description

As a Senior Service Desk Analyst you will sit within the Digital Services & Technology section of the Vehicle Certification Agency.

The Senior Service Desk Analyst is a key role overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met. You will work closely with the Head of Technological Operations and IT Service Manager in order to drive service improvements.

You will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through an ITIL ticket management framework-based service.

Your main duties will include but will not be limited to

• To act as the technical escalation point for the service desk, leading by example and demonstrating excellent customer service across all aspects of the role.
• Supporting the continued personal development of the Service Desk team through pro-active coaching and mentoring.
• Ensuring all incidents/requests reported by users are accurately recorded, classified, given initial support by the service desk team, and providing 3rd line support.
• To support the successful resolution of all appropriate requests/incidents and assigning unresolved incidents/requests to the relevant teams.
• To provide all levels of users within the VCA with detailed technical advice and guidance on services and systems as necessary.
• Track the resolution of incidents/requests so that they continue to be progressed within agreed service levels and escalate in accordance with agreed service level targets.
• Develop self-help guides for users such as frequently asked questions, e-resources and simple training appropriate.
• To contribute to IT projects involving Service Desk and have technical input where necessary to maximise users to access IT service provision.
• Supporting the transition of projects to live services, ensuring knowledge is transferred to the Service Desk team in an effective way.
• Create and maintain appropriate service documentation such as work instructions.
• Provide an effective interface between users and internal, external and regional service providers for incidents that cannot be resolved at first point of call, supplying all necessary diagnostic information in a timely and appropriate manner.
• Regularly monitor the status and speed of resolution of incidents/requests and be proactive in recommending changes to technology, procedures and processes improve performance.
• Assist with the Change Management process and representing the Service Desk at our Change Advisory Board on a regular basis, reporting back to the SD team on any changes that may impact service.
• To apply and maintain specific procedures and security controls as required by organisational policy, and local risk assessments to maintain confidentiality, integrity and availability of Information Systems and Infrastructure components.
• To work with the Digital Admin Coordinator to ensure that all hardware and software assets are recorded accurately and maintained in line with the agreed process.
• To carry out any other reasonable duties within the overall function commensurate with the grading and level of responsibility of the post.

For further information, please see the attached Role Profile.

Person specification

We are looking for an individual with the below experience: 

• Good knowledge and experience of Customer Service and Microsoft Windows 10 or 11 end user support.
• Excellent knowledge of and experience with M365, Active Directory and hardware troubleshooting.
• Experience of delivering service improvement initiatives.
• Organised with the ability to effectively prioritise workload.
• Good attention to detail with the ability to ensure that information is recorded concisely and accurately.
  

Additional Information 

A minimum of 60% of your working week should be spent at your principal workplace. Depending on the nature role you are applying for e.g. engineering, this may require you to travel to other VCA sites as well as manufacturers. This official business contributes towards your overall workplace attendance. 

There are possible travel opportunities throughout the UK and Internationally based on business needs.

Development opportunities 

If you fit the person profile and are interested in a new challenge, VCA would love the opportunity to develop you to become a vital part of our team.  

We could do this through the opportunity to learn and achieve Microsoft certification and qualifications across a broad spectrum of technical disciplines relating to end user device support and management. 

Benefits

VCA offer a range of benefits when joining the agency. These are: 

• Up to 30 days annual leave a year plus 8 bank holidays. 
• A highly competitive pension scheme. 
• We offer a range of flexible working practices, such as, home working, part-time working and compressed hours. 
• Free onsite parking for all employees. 
• Family friendly policies to support maternity, paternity, shared parental and adoption leave. 
• Access to a range of Civil Service and Department for Transport network groups. 
• Access to an Employee Assistance Program, supporting a range of well-being needs. 
• Discounts on a range of products and service through our Edenred employee discount scheme. 
• Death in Service lump sum payable to the nominated person of your choice. 
• Free eye tests.

If you would like to read more about VCA and the benefits of working for us, visit our Careers Website! 

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

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.

Sift and interview dates as well as the interview location to be confirmed.

When considering applying please look at how your experience relates to the role, and within your CV and Personal Statement please provide detailed evidence of your experience of the following:  

Your Personal Statement will be assessed based on your experience in relation to its applicability of this role. The experience indicators being assessed are

• Identified and registered an incident, gathered the required information, and where you have allocated this information through the appropriate channels.
• Investigated problems in systems, processes, and services.
• Worked in a customer service environment and delivered an excellent customer service.
• 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. 

The sift is due to take place from 5th March 2024

Interviews are likely to be held from 18th March 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.  

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

• An Interview.

This interview will be conducted face to face. Further details will be provided to you should you be selected for interview. 

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

Your Technical Skills will be assessed against the Digital, Data and Technology Framework, under Service Desk Analyst. You can find the framework here.

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.  

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.

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.

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

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

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

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

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. 

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.

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.