Service Delivery Analyst (Service Desk)

Adecco; Hull and East Yorkshire; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A recruitment agency is seeking a Service Delivery Analyst in Hull. You will provide first line technical support for IT services, ensuring effective communication and customer care. Essential skills include IT Service Desk experience and good interpersonal skills. This full-time role offers hybrid working arrangements, supporting the team's objectives across South Yorkshire and Humberside Police.

Responsibilities

• Provide a single point of contact for all users of IT services.
• Provide effective first line fault resolution and customer care.
• Liaise with IT practitioners and manage customer expectations.

Skills

Good Telephone Manner

IT Service Desk experience

Interpersonal and Communication skills

Understanding of IT / Communications & Telephony equipment

Administration and Customer Care skills

Questioning and Fault Diagnosis Skills

Job description

We have a new exciting role become available for a Service Delivery Analyst to work for South Yorkshire Police out of their Melton Police Building in Hull.

This role will be working 37 hours a week and will be hybrid working (Not fully remote)

PLEASE NOTE DUE TO POLICE VETTING CRITERIA YOU MUST HAVE RESIDED WITHIN THE UK FOR AT LEAST 3 YEARS AT THE TIME OF APPLICATION.

ROLE PURPOSE

Work as part of a team to provide first line technical guidance and support in the use of Information Technology, and related products and services, across South Yorkshire and Humberside Police in line with IT strategies and business requirements.

MAIN RESPONSIBILITIES

• Provide a single, central point of contact for all users of IT services, handling all incidents, problems, queries and requests primarily via our telephone channel (as well as our self-service portal and email channel).
• Provide effective first line fault resolution via recovery, technical accuracy, consistency and compliance with best practice laid down in the Information Technology library and within the timescales specified in existing Service Level Agreements.
• To provide and promote a quality standard of customer care which in turn improves customer perception and satisfaction.
• Liaise with other IT practitioners and specialist functions.
• Perform incident and problem management functions in accordance with the associated processes.
• Responsible for effectively managing customer expectations.
• Set the organizational standard for customer engagement.
• Serve as a communication channel between customers and the IT organisation.
• Provide a first contact / first line resolution for customers wherever possible to support the shift left approach.
• Act as the first point of escalation to all business and users

ESSENTIAL CRITERIA

• Good Telephone Manner
• Previous IT Service Desk experience
• Good Interpersonal and Communication skills
• An understanding of IT / Communications & Telephony equipment
• Good Administration and Customer Care skills
• Good Questioning and Fault Diagnosis Skills

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