Service Desk Analyst

at  Vehicle Certification Agency

JOB SUMMARY

• Have you got the enthusiasm and drive to work collaboratively with colleagues, stakeholders and customers, delivering quality at pace?
• 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?
  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).

ABOUT US

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.

ABOUT YOU

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.

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

Benefits
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.
Things you need to know

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.

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)

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.