IT Service Desk Analyst - Full Time

Avon and Somerset Police; Portishead; Hybrid; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Shift Allowance

Weekend working enhancement

Hybrid working

Job summary

Avon and Somerset Police is seeking an IT Service Desk Analyst based in Portishead to support a 24/7 IT service. You will be the first point of contact for colleagues, diagnose and resolve issues, and escalate complex incidents as needed.

The role operates on a hybrid pattern with home working and attendance at Police Headquarters. The role offers shift-based hours (early, late and night) with a total package including shift allowances.

Qualifications

• Previous experience in an IT environment providing user support.
• Excellent customer service and communication skills.
• Strong problem-solving abilities and attention to detail.
• Good organisational skills and ability to manage priorities.
• Self-motivated and eager to learn.

Responsibilities

• Respond to incoming calls, emails and support requests.
• Log, triage and manage incidents through to resolution.
• Deliver outstanding customer service and communicate with users at all levels.
• Troubleshoot issues and minimise service disruption where possible.
• Accurately record actions taken and maintain service desk documentation.

Skills

Customer service

Communication

Problem solving

Organisational skills

Willingness to learn

Education

IT qualification

ITIL knowledge

Tools

Service Desk Software

Windows OS

Job description

IT Service Desk Analyst - £35,820 per annum (including shift allowances)

Salary - £27,204 - £29,859

This/These post(s) attract allowances - Shift Allowance, Weekend Working Enhancement

Weekend enhancement - 225.22 hours per annum for the 450.45 hours worked

Shift percentage - 20%

Hours per week - 37

Closing date - 19/10/2026, 12:00

Are you looking to start your career in IT? Do you have a passion for technology, a relevant qualification, or some experience supporting IT systems and users? If so, we'd love to hear from you.

The IT Service Desk at Avon and Somerset Police provides a responsive 24/7 IT support service to thousands of police officers and police staff, helping to keep critical services running and enabling our teams to serve our communities effectively.

Our Service Desk supports a wide range of technologies including desktops, laptops, mobile devices, telephony, radio systems, networks, body-worn video, Microsoft applications, wireless infrastructure, and much more.

Shift Pattern

• Early Shifts: 07:00-16:00 or 07:30-16:30
• Late Shifts: 12:00-21:00
• Night Shifts: 21:00-07:00

We also offer a hybrid working arrangement, combining home working with attendance at Police Headquarters, Portishead.

The Role

As an IT Service Desk Analyst, you will be the first point of contact for colleagues requiring IT support. You'll provide excellent customer service while diagnosing and resolving technical issues, escalating more complex incidents when required.

This role is ideal for individuals who enjoy problem-solving, helping people, and developing their technical knowledge in a busy operational environment.

Main Responsibilities

• Respond to incoming telephone calls, emails and support requests.
• Log, triage and manage incidents and service requests through to resolution.
• Deliver outstanding customer service, communicating effectively with users at all levels.
• Troubleshoot technical issues and minimise service disruption wherever possible.
• Accurately record actions taken and maintain service desk documentation.

Essential Skills and Experience

• Previous experience working in an IT environment, providing support to customers or users.
• Excellent customer service and communication skills.
• Strong problem-solving abilities and attention to detail.
• Good organisational skills and the ability to manage competing priorities.
• Self-motivated, adaptable and eager to learn.

Desirable Skills and Qualifications

• A qualification in IT, Computing, Digital Technologies, Networking, or a related discipline.
• Previous experience working within an IT Service Desk, Help Desk or technical support environment.
• Awareness or knowledge of ITIL principles and best practice.
• Knowledge of the Service Desk Institute (SDI) framework or SDI-accredited training.

Why Join Us?

This is a fantastic opportunity to build a long-term career in IT within a large and diverse technology environment. You'll gain exposure to a wide variety of systems and technologies while supporting a service that makes a real difference to communities across Avon and Somerset.

Whether you've recently completed an IT qualification, have some hands‑on technical experience, or are looking to take your first step into an IT support career, we encourage you to apply.

Important information

To be eligible for this role, you must be able to provide a three-year checkable UK history for vetting purposes. Ideally, this means you have been resident in the UK for the last three years.

Base Salary: £27,204 per annum, plus shift allowances, giving a total package of up to £35,820 per annum.

About us

About us

Pension Benefit

A pension that grows with you, whatever stage you’re at

Alongside your salary, you’ll be enrolled in the Local Government Pension Scheme (LGPS), administered by Peninsula Pensions. This is a high‑quality defined benefit pension, providing a secure, inflation‑linked income for life, based on your earnings and length of service.

If you’re early in your career, it’s a valuable way to start building long‑term financial security from day one, with employer contributions that significantly boost the value of every pound you pay in.

If you’re more experienced, the scheme offers a level of certainty and stability that is now rare, helping you plan confidently for the future with predictable retirement income and benefits for your dependants.

Find out more: https://www.peninsulapensions.org.uk/local-government/

Diversity & Inclusion

Diversity is a strength and individuality is an asset. We recognise the benefit different life experience and perspectives can bring.

Closing Date

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.