Do you love to support and develop others and enjoy working collaboratively with colleagues?
Have you got a passion for providing high quality customer service?
Are you an organised individual who enjoys working in a fast paced environment?
If so, we would love to hear from you.
Based in Swansea, the Service Desk team provide a single point of contact for Driver and Vehicle Licensing Agency (DVLA) employees and external customers using Information Technology Service (ITS) services.
You will lead a dynamic team, support team analysts and quality check work. You will be responsible for ensuring work is delivered to a high standard, customer focused and implement service suggestions to drive continuous service improvement.
There will be a technical element to the role, where you will action access management requests, provide effective management of IT incidents and delivering resolutions for service requests.
To support delivery of the service, the team work on a rota basis between the hours of 6am – 5pm.
There are excellent opportunities to learn and progress in technology, gain new skills and develop an exciting career in IT. This will be an interesting team to join, working on tasks on a rota basis will mean you will have variety in your role, undertaking tasks working in a supportive team who encourage linked up working.
Responsibilities
Your responsibilities will include but will not be limited to:
* Participating in the development, implementation, maintenance and improvement of Service Desk policies, processes, procedures and standards in support of ITOST and ITS objectives
* Assisting the Service Desk Leads and Manager in their activities relating to the delivery of an effective Service Desk. Being responsible for making changes to the processes as directed, and operating the processes end-to-end to ensure optimal overall performance
* Managing the day-to-day activities of Service Desk ensuring service levels and process quality are maintained and continually improved
* Working within a team with some supervision supporting end users with technical queries and access requests relating to several DVLA services and systems (e.g. Microsoft products, operating systems, networks, applications, PCS, Drivers, Vehicles, Corporate and Common Services)
* Liaising with relevant stakeholders to ensure the impacts of any changes are co-ordinated, communicated and understood
For further information about the role please see the attached role profile.
Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on Tuesday 11th February 2025 at 12pm.
Please click here to book on.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .