ICT Senior Service Desk Analyst - Herts

Cambridgeshire Constabulary; Huntingdon; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Hybrid working arrangements

On-site gym facilities

Local Government Pension Scheme

Blue Light Card discounts

Employee Assistance Programme

Sports and social club

Job summary

Bedfordshire, Cambridgeshire and Hertfordshire Police is seeking an ICT Senior Service Desk Analyst to join the ICT Operations Team. You will provide first-line ICT support across the tri-force estate and lead a small team of analysts to ensure high service quality.

You will diagnose hardware, software and connectivity issues, log and escalate incidents within SLAs, and nurture knowledge base articles while coaching colleagues to improve first-time fix rates.

Qualifications

• Senior Service Desk Analyst providing first-line ICT support.
• Ability to lead and coach a team of five analysts.
• Acts as escalation point for complex issues.
• Maintains and contributes to knowledge base for continuous improvement.

Responsibilities

• Diagnose hardware, software and connectivity issues reported via phone or self-service.
• Ensure incidents are logged, fully documented, and escalated within SLAs.
• Communicate clearly with users throughout incident management.
• Coach colleagues and contribute to knowledge base articles.

Skills

Customer service

IT support

Escalation handling

Team leadership

Job description

Grade A4

Please note, if this is a paid role and the role is part time then the salary quoted will be pro rata based on the hours worked per annum.

37

Closing Date

04/10/2026, 23:55

Job Description

A great opportunity has arisen to join a growing support team as an ICT Senior Service Desk Analyst within the BCH (Beds, Cambs & Herts) ICT Department. Join the exciting and dynamic world of policing and contribute towards making Bedfordshire, Cambridgeshire and Hertfordshire a safer place.

Based at Hertfordshire Constabulary HQ or Cambridgeshire Constabulary, you will play a key role within the ICT Operations Team, supporting the tri-force ICT estate and ensuring that vital business systems remain highly available to officers and staff.

About the Role

As a Senior Service Desk Analyst, you will provide first-line ICT support while also taking on additional responsibility for supporting and guiding a team of five analysts. You will act as an escalation point for more complex or non-standard issues, helping to drive service quality and improve first-time fix rates.

You will use your technical knowledge and customer service skills to diagnose hardware, software and communication issues reported via phone or self-service. Where resolution is not possible at first contact, you will ensure incidents are accurately logged, fully documented, and escalated within agreed SLAs, maintaining clear communication with users throughout.

You will also contribute to continuous improvement by maintaining knowledge base articles and coaching the development of colleagues across the Service Desk.

Why Join BCH ICT?

Bedfordshire, Cambridgeshire and Hertfordshire Police form one of the largest and most established collaborations in the UK. This role offers a fantastic opportunity to develop your career within a supportive and forward-thinking ICT environment, with exposure to a diverse technology estate and opportunities to build leadership experience.

Employee Benefits

• 25 days annual leave, rising to 29 after 5 years’ service (plus public holidays)
• Competitive Local Government Pension Scheme
• Access to on-site gym facilities at HQ locations
• Hybrid working arrangements
• Blue Light Card discounts
• Sports and social club membership
• Employee Assistance Programme

Equality, Diversity and Inclusion

Everyone at Bedfordshire, Cambridgeshire and Hertfordshire takes personal responsibility to help create an inclusive workplace, where police officers and staff respect one another, feel valued for their differences and can be themselves. We are committed to providing reasonable adjustments, wherever needed so everyone feels welcome and can flourish.

We are working hard to continue to enhance and increase our diversity across the three forces, where communities are under-represented, including those from Black, Asian and Minority Ethnic communities, people of all ages, abilities, faiths, religions and gender, LGBTQ+ communities and those from other disadvantaged or marginalised backgrounds, who share our values and wish to make a difference to the communities we serve.

All applications will be treated on merit, based on the evidence provided in your application and your suitability for the role for which you have applied.

We are a Disability Confident employer offering a guaranteed interview scheme for all candidates with a disability covered by the Equality Act 2010 who meet the minimum entry requirements. Should you require any reasonable adjustments for your application process, please contact the HR Recruitment Centre on 01438 757 777.

Flexible Working

BCH supports agile and flexible working wherever possible. All requests will be considered in line with operational requirements.

Police Barred and Advisory lists

Individuals placed on the Police Barred and Advisory lists will not be considered for employment by the police for a minimum of 5 years from the date of listing in the case of gross misconduct, or 3 years from the date of listing in the case of poor performance.

Vetting and Safeguarding

BCH are committed to safeguarding and operate safer recruitment processes, to ensure a police service that employees are proud to work for because they feel safe, valued and part of a happy and supportive work environment. All employees and volunteers therefore will be subject to background checks including vetting and references. Please be aware the Police Corporate Vetting Unit will undertake security vetting on successful candidates, their family and others that live at their home address, which will include financial checks.

Additional Advert Information

To apply for this role, internal applicants must have successfully completed their probationary period.

Vetting Process

Please note that, as part of the vetting process, the BCH Vetting Unit may need to contact your current line manager for a Supervisor Appraisal. This requirement aligns with the 2025 National Guidelines for Vetting (APP 6.5.18).

Examples of when this may apply include:

• Transferring to another force
• Renewing vetting clearance
• Moving into a role requiring MV clearance (even if you currently hold MV clearance)
• Moving into or working in a role involving close contact with vulnerable individuals

If any of the above apply to you, please expect your line manager to be contacted when you submit your vetting application.

Redeployment and Redundancy

This vacancy is open to employees at risk of redundancy and will remain available to redeployees until a final offer has been agreed and accepted.

Redeployees at risk of redundancy will take priority over all other applicants at any stage of the recruitment process. If successful, redeployees will remain on their home force’s terms and conditions.

Role Profile

We recommend downloading and saving a copy of the role profile, as it will no longer be accessible once the advert closes.

Commitment to Inclusion

As a Disability Confident Leader, we are committed to creating an inclusive workplace where everyone feels respected, valued, and able to be themselves. We provide workplace adjustments wherever needed so that all colleagues can thrive.

If you have a disability and meet the minimum criteria for the role, you will be guaranteed an interview under the Offer an Interview Scheme.

For more information on the Competency Values Framework (CVF) please click HERE.

Help us deliver outstanding policing for everyone.

We believe that to serve our communities effectively, we need people from all backgrounds, bringing a wide range of life and professional experiences. This helps us reflect the communities we serve and ensures we deliver the best possible service.

Why Choose a Career in Policing?

Hertfordshire Constabulary is recognised as a pioneering and forward-thinking service, responsible for policing a large, diverse, and multicultural population.

If you're looking for a meaningful and rewarding career-where you can make a real difference, take on new challenges, and gain a wide variety of experiences, then we want to hear from you.

What We Offer

• Pension Schemes: Access to the Local Government Pension Scheme, with employer contributions and death-in-service benefits.
• Generous Annual Leave: 24 to 33 days (depending on rank and length of service).
• Sick Pay: Up to six months full pay and six months half pay (depending on service).
• Family Leave: Occupational maternity, adoption, and paternity pay (depending on service).
• Carers and Discretionary Leave
• Flexible Working: Including compressed hours, flexible shifts, job sharing, annualised hours, and agile working (role dependent).