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 enjoy solving problems in a timely manner?

Do you possess excellent customer service skills?

Do you have knowledge of Microsoft, to support end users with any queries?

If so, we would love to hear from you!

Job description

This job role is within the Digital Services & Technology section of the Vehicle Certification Agency. The Service Desk Analyst is an important customer-facing role which ensures IT incidents and requests are logged, analysed and then resolved or triaged to the relevant support teams.  Customer service is key and training will be provided allowing the successful candidate to develop their career in IT. This role reports into the Head of Technology Operations and is part of a team focused on delivering high quality technology services to all VCA users. 

Working as part of the Digital Services & Technology Operations Team and part of the wider DS&T Department you will be responsible for providing 1st and 2nd line support to VCA’s global user base, including: 

• First point of contact for service requests
• Ensure all service requests are accurate, up to date and prioritised
• Triage incidents providing excellent customer service to users for the duration of the incident
• Investigate problems and propose solutions (in a timely manner), gathering the required information and escalating to the appropriate channel if
• Contribute to the implementation of remedies and preventative measures
• Development of service request knowledge base
• Dealing with high volumes and dealing with high priority incidents and requests
• Monitor service levels

For further information, please see the attached Role Profile

Person specification

To be successful in this post, we are looking for individuals with: 

• 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
• 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.

Benefits

The Vehicle Certification Agency is the designated UK Vehicle Type Approval Authority. We have over 30 years’ experience supporting industry by providing internationally recognised testing and certification for vehicles, their systems and components.

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.

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.

Selection Process

How to Apply

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

• 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 will be limited to a maximum of 1000 words.

You will be assessed against the Government Digital and Data Profession Capability Framework, which can be found here. Underneath ‘Service Desk Analyst’.  

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

• an interview

Click play on the below video for further support for your CV, personal statement and interview.

Key Dates

The sift is due to take place w/c 3rd June 2024

The interviews will take place from 18th June 2024

The interview will be conducted Face to Face at our Bristol Office.

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’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.

Please note that VCA are unable to offer VISA sponsorship.

Further Information 

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.