Service Delivery Analyst (Service Desk)

Adecco; Sheffield; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A leading employment agency seeks a full-time Service Delivery Analyst for a position in Sheffield. This role involves providing first-line technical support to police IT services, ensuring high customer satisfaction and managing incidents. Candidates must have resided in the UK for at least 3 years. The position offers hybrid working and requires strong communication and IT skills.

Qualifications

• Ability to manage customer expectations effectively.
• Experience in delivering first-line technical support.
• Strong understanding of IT services aligned with business needs.

Responsibilities

• Serve as a single point of contact for all IT service users.
• Deliver effective first-line fault resolution.
• Maintain high customer care standards.

Skills

Good telephone manner

Strong interpersonal and communication skills

Understanding of IT, communications, and telephony equipment

Good administrative and customer care skills

Questioning and fault diagnosis skills

Job description

Service Delivery Analyst (Service Desk) - Sheffield

Client:

Location:

Sheffield, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

13c1d48ade20

Job Views:

39

Posted:

12.08.2025

Expiry Date:

26.09.2025

Job Description:

We have an exciting new role for a Service Delivery Analyst working for South Yorkshire Police at Moss Way Police Station in Sheffield.

This position is full-time (37 hours/week) with hybrid working (not fully remote).

Note: Due to police vetting criteria, applicants must have resided in the UK for at least 3 years.

Role Purpose

To work within a team providing first-line technical support and guidance on IT services and products to South Yorkshire and Humberside Police, aligned with IT strategies and business needs.

Main Responsibilities

1. Serve as a single point of contact for all IT service users, handling incidents, problems, queries, and requests via phone, self-service portal, and email.
2. Deliver effective first-line fault resolution, ensuring technical accuracy and adherence to IT best practices within specified SLAs.
3. Maintain high customer care standards to improve satisfaction and perception.
4. Coordinate with other IT teams and specialists.
5. Manage incident and problem resolution processes.
6. Effectively manage customer expectations.
7. Set organizational standards for customer engagement.
8. Act as a communication link between customers and IT teams.
9. Provide first contact resolution to support a shift-left approach.
10. Serve as the first escalation point for business and users.

Essential Criteria

1. Good telephone manner.
2. Strong interpersonal and communication skills.
3. Understanding of IT, communications, and telephony equipment.
4. Good administrative and customer care skills.
5. Questioning and fault diagnosis skills.

Adecco is an employment agency for permanent roles and a supply agency for temporary workers. We are an Equal Opportunities Employer.