Service Delivery Analyst (Service Desk)

TN United Kingdom; Kingston upon Hull; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Service Delivery Analyst to join their team in Hull. This role involves providing first-line technical support for IT services across South Yorkshire and Humberside Police. The successful candidate will ensure effective communication and customer care while managing incidents and queries. With a hybrid working arrangement, this position offers the chance to work in a dynamic environment while aligning with IT strategies and business needs.

Qualifications

• Must have resided in the UK for at least 3 years.
• Understanding of IT and telephony equipment.

Responsibilities

• Provide first-line technical support for IT services.
• Handle incidents and queries via multiple channels.
• Maintain high customer satisfaction standards.

Skills

Communication

Customer Care

Fault Diagnosis

Interpersonal Skills

Job description

Service Delivery Analyst (Service Desk), Hull, East Riding of Yorkshire

Client: South Yorkshire Police

Location: Hull, East Riding of Yorkshire, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: cfe60d5b65df

Job Views: 3

Posted: 17.05.2025

Expiry Date: 01.07.2025

Job Description:

We have an exciting new role for a Service Delivery Analyst to work for South Yorkshire Police at their Melton Police Building in Hull.

This role involves working 37 hours a week with a hybrid working arrangement (not fully remote).

PLEASE NOTE: Due to police vetting criteria, applicants must have resided within the UK for at least 3 years at the time of application.

Role Purpose:

To work as part of a team providing first-line technical guidance and support for Information Technology and related services across South Yorkshire and Humberside Police, aligning with IT strategies and business needs.

Main Responsibilities:

1. Provide a single point of contact for all IT service users, handling incidents, problems, queries, and requests via phone, self-service portal, and email.
2. Deliver effective first-line fault resolution, ensuring technical accuracy and compliance with best practices within specified SLAs.
3. Maintain high standards of customer care to enhance customer satisfaction.
4. Collaborate with other IT practitioners and specialists.
5. Manage incident and problem resolution processes.
6. Effectively manage customer expectations.
7. Set and uphold organizational standards for customer engagement.
8. Serve as a communication link between customers and the IT team.
9. Provide first contact/first line resolution to support a shift-left approach.
10. Act as the first escalation point for all business and user issues.

Essential Criteria:

• Good telephone manner
• Strong interpersonal and communication skills
• Understanding of IT, communications, and telephony equipment
• Good administrative and customer care skills
• Effective questioning and fault diagnosis skills

Adecco acts as an employment agency for permanent recruitment and as an employment business for temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.