Service Desk Analyst – Technology CSC – Police Staff – Counter Terrorism Policing HQ

Counter Terrorism Policing; Birmingham; On-site; GBP 42,000; Full time

Job summary

A national security agency in Birmingham is looking for a dedicated Service Desk Analyst to provide first line IT support. You will work on a 24/7 shift rota handling customer inquiries and support requests. The ideal candidate should possess strong communication skills and ITIL knowledge. This role includes extensive responsibilities such as incident management using ITSM tools and maintaining high levels of customer satisfaction. A competitive salary along with shift allowances is offered.

Qualifications

• Proven experience providing IT support in a customer service environment.
• Ability to work night and day shifts in a 24/7 rotation.
• Knowledge of incident logging and categorization.

Responsibilities

• Communicate with customers and third parties via various channels.
• Log and manage incidents using an ITSM tool.
• Handle customer enquiries and escalate issues appropriately.
• Ensure high standards in customer service and task ownership.

Skills

Effective communication

ITIL knowledge

Customer service skills

Problem-solving

Tools

ITSM tool

Job description

Service Desk Analyst – Technology CSC – Police Staff – Counter Terrorism Policing HQ

Salary range: The starting salary is £41,184, which includes allowances totalling £9,304. The salary is broken down as £31,880 basic salary, which will increase annually until you reach the top of the scale £34,108. Plus, a 20% shift disturbance allowance, a location allowance of £1,928 and a non-pensionable allowance of £1,000.

Contract type – Full Time, Permanent

Band – Band E

Information about the Role

This role is providing first line IT support expertise to help support the CTP network of services across the UK. The individual will work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Requests will be logged, categorised, prioritised and escalated as appropriate.

Responsibilities

The post holder will be required to do the following:

• Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis
• Logging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
• Handle enquiries, complaints and escalations from customers and other stakeholders
• Able to analyse complex issues and follow established processes and procedures
• Assign priorities based on ITIL best practice (Impact / Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties
• Provide an exceptional level of customer service
• Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt
• Take ownership and responsibility of daily checks / tasks, ensuring they are accounted for and completed to a high standard
• Provide Service Announcements that are factual and timely as appropriate
• Must be able to work 12 hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours

How to Apply

Apply to the role by clicking the button below. Further information about the role is also available via this link.