Service Desk Analyst

West Midlands Police; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A regional police force is seeking an IT Support professional to provide comprehensive technical support for users. Responsibilities include diagnostic troubleshooting, service request management, and asset lifecycle tracking. Ideal candidates will have experience on an IT Service Desk, familiarity with ITIL 4 practices, and strong customer service skills. The role offers a full-time schedule with competitive benefits including enhanced annual leave and a comprehensive wellbeing package.

Benefits

Fair remuneration with progression opportunities

Access to a competitive pension scheme

Enhanced annual leave

Comprehensive wellbeing package

Qualifications

• Extensive experience working on a busy IT Service Desk.
• Prior experience of excellent customer service skills.
• Familiarity with ITIL 4 Practices and its guiding principles.

Responsibilities

• Provide technical support for corporate system users.
• Record and manage incidents and service requests.
• Diagnose software and hardware faults and apply fixes.
• Maintain IT asset management through full life cycle.
• Update operational information on corporate systems.

Skills

Technical ability and diagnostic skills

Knowledge of ITIL 4 Practices

Excellent customer service skills

Job description

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

Under the supervision of the IT Support Desk Supervisor, to provide a comprehensive technical support service in relation to call/chat/ticket logging, fault diagnosis and resolution, requests resolution, escalation, system maintenance, and an enquiry service to all IT service users across West Midlands Police.

Key Responsibilities

• To provide a telephony, mobility, and computer technical support facility for corporate system users
• To accept and record all incoming incidents (Incident Management) and requests (Request Fulfilment) using the Service Desk platform
• To identify, diagnose, investigate software and hardware faults on corporate systems and apply correct fixes within appropriate SLA
• To identify and fulfil service requests, ensuring correct authorisation is considered, within SLA
• Maintain strong relationships with all stakeholders and 3rd party suppliers
• Track, record and maintain register of IT assets through their full life cycle (Asset Management)
• To update and amend operational information on corporate systems, including passwords, accounts, user permissions
• To use Active Directory to allow access to systems for approved users
• Utilise network distribution software to manage the provision of software to corporate system users
• To assist in the maintenance, updating and improvement of knowledge articles within the Service Desk
• Assist in the maintenance, updating of the IT asset management system
• To inform end users of any maintenance outages or variation in provision of corporate systems
• To consult with other IT colleagues and external 3rd parties to ensure fault rectification
• To follow ITIL 4 Guiding Principles and apply ITIL 4 practices to offer a first-class user service
• To take adequate security precautions in respect of confidential information concerning matters of a sensitive nature
• To retrieve information from corporate systems to present to stakeholders and 3rd party suppliers

Any other duties commensurate with the role.

Essential Skills

• The postholder should have extensive experience and knowledge working on a busy IT Service Desk within a large organisation, and must possess a high level of technical ability and diagnostic / troubleshooting skills
• The postholder will be familiar with ITIL 4 Practices and its guiding principles
• The postholder will have prior demonstrable experience of excellent customer service skills

Vetting

Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical

Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test.

Working Hours/Location

• This is a full time post working Monday to Friday, 8 hr shifts between the hours of 8am & 6pm

Lloyd House, Birmingham, City Centre

Interview

Questions will be both technical and competency based, as well as encompassing the ITIL framework.

Contact

For further information please contact Holly Ward on [e-mail].

Benefit Statement

• Fair remuneration with progression opportunities and access to a very competitive pension scheme.
• Enhanced annual leave in addition to public holiday entitlements.
• Discounts across travel, parking, daily costs of living and leisure activities.
• A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.

West Midlands Police is a Disability Confident Leader – the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a 'Disability Confident Interview Scheme' – all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities