Service Delivery Analyst (Service Desk)

Adecco; Kingston upon Hull; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

A leading company is seeking a Service Delivery Analyst to join their team in Hull, providing first-line technical support for South Yorkshire Police. This position involves managing IT service queries, ensuring customers receive top-tier support while aligning with service delivery standards. Applicants must have resided in the UK for at least three years and possess strong communication and problem-solving skills.

Qualifications

• Experience in a similar IT support role preferred.
• Ability to work in a team and thrive under pressure.

Responsibilities

• Serve as a single point of contact for all IT service users.
• Provide effective first-line fault resolution and maintain high customer care standards.
• Manage incident and problem resolution processes.

Skills

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

Job description

Social network you want to login/join with:

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

Client:

Location:

Hull, East Riding of Yorkshire, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

cfe60d5b65df

Job Views:

4

Posted:

02.06.2025

Expiry Date:

17.07.2025

Job Description:

We have a new exciting role available 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 hybrid working arrangements (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: Work as part of a team to provide first-line technical guidance and support in the use of Information Technology and related services, across South Yorkshire and Humberside Police, aligned with IT strategies and business needs.

Main Responsibilities:

• Serve as a single point of contact for all IT service users, handling incidents, problems, queries, and requests via telephone, self-service portal, and email.
• Provide effective first-line fault resolution, ensuring technical accuracy, consistency, and compliance with best practices within specified SLAs.
• Maintain high customer care standards to enhance customer satisfaction and perception.
• Coordinate with other IT practitioners and specialists.
• Manage incident and problem resolution processes.
• Manage customer expectations effectively.
• Set organizational standards for customer engagement.
• Act as a communication link between customers and the IT organization.
• Provide first contact/line resolution to support the shift-left approach.
• Serve as the first escalation point for 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 a supply agency for temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.