Service Desk Analyst

We are currently recruiting for a Service Desk Analyst to work for North Yorkshire Police at their headquarters in Northallerton.

This is a 6 month temporary role, with the potential to go permanent for the right candidate.

You would be working Monday to Friday, 37 hours a week, working 08.30-17.00 Mon/Thur and 08.30-16.30 Friday.

Please note:

• Experience working in a Service Desk Analyst post is required.
• This role is fully on site, therefore the right candidate should be local to Northallerton.

PLEASE NOTE DUE TO POLICE VETTING CRITERIA YOU MUST HAVE RESIDED WITHIN THE UK CONTINUOUSLY FOR AT LEAST 5 YEARS AT THE TIME OF APPLICATION. UNFORTUNATELY ANYTHING LESS THAN THIS WILL NOT BE CONSIDERED.

Scope:

• As ICT Service Desk Analyst, you will be an integral part of the Service Delivery team, providing response to managing incidents and service requests supporting the ICT technology strategy and road map which is intrinsically linked to the organisational priorities of the OPFCC, NYP and NYFRS.
• Work in a team of Service Desk Analysts to deliver incident management and request fulfilment whilst maintaining service stability working closely with the wider ICT Team.
• Ensure all Service Delivery components of the service catalogue in line with the associated key performance indicators and following EnableNY processes and policies.
• Contribute to work falling outside the service catalogue supporting projects and commissioned work as directed by line management, which may include field work and out of hours working.
• Support a positive and inclusive team culture aligned to exemplify 'one ICT service' offering to service users.

Key Responsibilities

• Providing technical support responding to enquiries, evaluating, and resolving issues relating to ICT equipment, infrastructure and applications via phone, in person and self-service.
• Responsible for responding and raising ICT service management cases categorising against service level agreements and service reporting data ensuring quality content to support the wider ICT organisation.
• Provide input into the Service Delivery strategy and roadmap supporting the strategies of the OPFCC, NYP, NYFRS and Enable NY.
• Support effective and positive engagement with stakeholders across the organisation providing feedback to line management to ensure the service desk activities meet current and future business needs.
• Participate in activities to support incident management and request fulfilment across the department to time and performance quality standards.
• Provide support to line management on all aspects of incident management and request fulfilment management, including effective communication to end users including 3rd party providers.
• Keep the service support manager informed as to the current status of all service operation activities and any outstanding issues with incident and request fulfilment cases.
• Contribute to the development and implementation of service support processes and compliance requirements.
• Support line management when consulting with clients regarding all service support activities. Promote a culture of knowledge sharing within the ICT department to assist the service desk capability with first time fix.
• Attend and actively participate in meetings, events, seminars, and training regarding service support services.
• Contribute and promote knowledge library ensuring all submissions follow policy and process with attention to detail when documenting creating knowledge articles.

Requirements

To succeed in this role, you will be educated to higher education level in a relevant discipline or be able to demonstrate experience of working in an ICT service desk function within a busy multidisciplined ICT service.

• Knowledge of incident and request fulfilment processes with good attention to detail.
• Problem solver with analytical skills in a highly technical customer-focused service environment.
• Good communication skills to form effective working relationships at all levels, and the confidence to challenge a range of internal stakeholders relating to service support matters.
• Ability to communicate in the appropriate style and language with a wide range of contacts including:

1. All customers of the OPFCC, NYFRS and NYP
2. Members and staff of other Forces/ Partners and national ICT networks
3. Suppliers and Contractors
4. Members of the public

• Experience in public sector including procurement and ideally in an emergency services setting such as Police or Fire and Rescue Services.
• Hold one of the following qualifications or have experience of working in a Service Desk function in a regulated environment: ITIL Foundation.