Service Delivery Analyst (Service Desk)

Adecco; Sheffield; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Adecco is seeking a Service Delivery Analyst for South Yorkshire Police in Sheffield. This full-time role includes providing first-line IT support and requires strong communication skills, along with an understanding of technical equipment. The position offers a hybrid working arrangement and involves working with team collaboration to support IT services across the region.

Qualifications

• Understanding of IT, communications, and telephony equipment
• Good administration and customer care skills
• Effective questioning and fault diagnosis skills

Responsibilities

• Provide a single point of contact for IT services, handling incidents and queries.
• Ensure technical accuracy and compliance with Service Level Agreements.
• Promote high standards of customer care to improve satisfaction.

Skills

Telephone manner

Interpersonal skills

Communication skills

Administration skills

Customer care skills

Fault diagnosis skills

Job description

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Service Delivery Analyst (Service Desk), Sheffield

Client:

Location: Sheffield, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 13c1d48ade20

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 out of their Moss Way Police Station in Sheffield.

This role involves working 37 hours a week with a hybrid working arrangement (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 incidents, problems, queries, and requests primarily via telephone, self-service portal, and email.
• Provide effective first-line fault resolution, ensuring technical accuracy, consistency, and compliance with best practices within the timescales specified in Service Level Agreements.
• Promote a high standard of customer care to improve customer perception and satisfaction.
• Liaise with other IT practitioners and specialist functions.
• Perform incident and problem management functions according to established processes.
• Manage customer expectations effectively.
• Set organizational standards for customer engagement.
• Act as a communication channel between customers and the IT organization.
• Provide first contact/first-line resolution to support a shift-left approach.
• Serve as the first point of escalation for all business and user issues.

Essential Criteria:

• Good telephone manner
• Strong interpersonal and communication skills
• Understanding of IT, communications, and telephony equipment
• Good administration and customer care skills
• Effective questioning and fault diagnosis skills

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