IT Service Desk Analyst

Avon and Somerset Police; Scotland; Hybrid; GBP 26,000 - 29,000; Full time

Job summary

A regional police force in Scotland is seeking an IT Service Desk officer to provide technical support and resolve IT issues. The role offers a hybrid working model and requires customer service experience, problem-solving abilities, and a keen attention to detail. You will handle calls, raise tickets, and work shifts, providing essential support to police staff and officers. Competitive salary and additional benefits available.

Benefits

Competitive salary of GBP26,106 - GBP28,653

Free on-site parking

Discounts on financial services

Discounts via Blue Light Card

Exposure to skill development

Qualifications

• Experience in a busy service desk or similar environment.
• Good telephone manner with listening and diagnostic skills.
• IT qualifications or self-taught technical knowledge would be advantageous.

Responsibilities

• Answer incoming calls and provide first line technical support.
• Complete planned or scheduled maintenance tasks.
• Provide support and direction to callers and minimize downtime.

Skills

Customer service experience

Attention to detail

Problem-solving skills

Technical knowledge

Self-motivated

Job description

The IT Service Desk at Avon and Somerset Police are a responsive 24/7 IT service that supports all our employees by resolving their IT Issues and enabling them to serve our communities. The support we provide covers desktop, mobiles, telephony, radio, servers, networks, body worn video cameras, wireless environments and the Microsoft product set, and much more.

You will answer incoming calls to the service desk, raise and triage tickets, and offer a high level of customer support. You will be providing technical IT support via the telephone, customer service portals and face to face to police officers and police staff.

In this role you can benefit from our hybrid working scheme where you ll have the flexibility to work in the office and at home.

You will be working on a shift basis which includes working earlies (), days (), lates (12:00-2100) and nights (21:00-0700).

Your experience of working in a busy service desk or similar environment, good telephone manner along with your listening and diagnostic skills will be key in ensuring our customers receive an excellent customer experience.

Main responsibilities:

• Answering incoming calls, providing first line technical support to employees
• Providing a high standard of customer service, demonstrating the ability to deal with people on all levels in an efficient and courteous manner.
• Completing planned or scheduled maintenance tasks prioritising work in line with risk and impact service delivery.
• Providing support and direction to callers, minimising the downtime by solving customer problems where possible and escalating calls where required.

Skills and Experience:

• Any customer service experience will be highly beneficial.
• Strong attention to detail and problem solving skills
• Any IT qualifications or self-taught technical knowledge would be advantageous
• Self-motivated and eager to learn

What we can offer:

• A competitive salary of GBP26,106 - GBP28,653 (plus allowances)
• Plenty of exposure as you develop your skills and technical knowledge
• Free on-site parking
• Hybrid working
• Discounts on financial services such as car insurance and saving schemes
• Blue Light Card wide range of discounts from hundreds of retailers and venues

This is a fantastic opportunity for someone looking to start a career within software support or with customer service experience looking for a change.

To be eligible to apply for these roles you must have a 3 year checkable history in the UK ideally this means that you would have been resident in the UK for the last 3 years.

We are working hard to increase diversity and inclusion across our organisation, where communities are currently under-represented.

We recognise the benefit different life experience and perspectives can bring and welcome applications from people with diverse backgrounds, experiences and beliefs, who share our value of caring and want to make a difference in the community.

About us

Diversity is a strength and individuality is an asset.

We recognise the benefit different life experience and perspectives can bring.

We are on a journey to become the most inclusive police force in the country.

Find out more about our benefits and culture

Please note: We reserve the right to close this vacancy early if we receive a high volume of applications. We encourage interested candidates to apply as soon as possible to ensure their application is considered.

Blended Working/ Hybrid Working

Avon and Somerset Police encourage flexible working where operationally possible.
This role has been identified as a blended role.
The successful candidate for this role will have the opportunity to work from home whilst also at a secondary work location, which will be a police premises. The successful applicant will have the option to discuss working arrangements with their line manager. All applicants must reside within the UK.