ICT Service Desk Agent

Job Title: ICT SERVICE DESK AGENT

Location: South Wales Police Headquarters, Bridgend, Wales

Permanent

Salary: £26,106 - £31,296

About Us: South Wales Police is the largest police force in Wales, serving a population of approximately 1.3 million people across an area of 2,117 square miles. We are dedicated to keeping our communities safe and secure, and we rely on cutting-edge technology to support our operations. We have recently invested heavily in our ICT department with exciting new projects and opportunities funded by significant investment. We are going through a period of significant growth and technological change; there has never been a better time to join!

The role: We are seeking a problem solver with excellent communication skills to join our Service Desk.

As a Service Desk Agent you will be responsible for providing first line technical support to the 5000+ Officers and Staff across South Wales Police. The role is fast paced and requires the post holder to troubleshoot thoroughly, communicate effectively, and ultimately resolve user issues at the first point of contact - whether that’s via the telephone, email, or face-to-face appointment.

Responsibilities:

• Respond promptly and professionally to technical support requests via the telephone, email, or face-to-face.
• Provide first level troubleshooting and problem-solving assistance to users experiencing technical issues.
• Diagnose and resolve hardware, software, and network related issues.
• Escalate complex problems to the appropriate support teams, ensuring timely issue resolution and good documentation.
• Collaborate with other members of the IT team to develop and improve internal processes and procedures.
• Keep updated knowledge of new technologies, industry trends, and best practices.

Requirements:

• Must have a good standard of education to at least GCSE A-C Level, including Maths and English, or be able to demonstrate equivalent skills and abilities.
• Proven experience as an ICT Service Desk Agent or in a similar role.
• Must be proficient in Microsoft Office applications and demonstrate an understanding of their use within an organisational context.
• Exceptional communication and customer service skills.
• Must demonstrate excellent problem-solving skills and a willingness to learn.
• Familiarity with help desk software and ticketing systems.
• ITIL certification is a plus.

Where You’ll Fit In: The ICT Service Desk Agent sits within the Service Delivery section of the ICT department and reports to an ICT Service Delivery Analyst. This role is primarily based at our Headquarters in Bridgend, but we do support a hybrid working policy once initial training has been completed.

Benefits Include:

• Training and professional development opportunities
• Local Government Pension Scheme
• 24 days Annual Leave increasing to 29 days after 5 years employment.
• Flexible working depending on duties
• Free on-site parking
• On-site fitness centre and canteen
• Collaborative and supportive work environment.
• Cycle to work scheme.
• Wellness programmes
• SWP Diolch Vectis & Blue light Discount Card
• Opportunity to make a meaningful contribution to public safety and community well-being.

Diversity, Equality & Inclusion: As a Force, we are committed to developing the overall structure of equality, diversity and inclusion across South Wales Police: in our workforce and in the services we provide. South Wales Police is an equal opportunities employer and is determined to attract, employ and support a workforce which is representative of the diverse society which it serves. We are committed to achieving a working environment which is free from any form of harassment, intimidation, bullying or victimisation. Applications are welcomed from all under-represented groups and support will be made available for all applicants as and when requested.

For more information about the role please contact Thomas.Davies@south-wales.police.uk.

Note: Due to the sensitive nature of the work performed by South Wales Police, all applicants will undergo a comprehensive background check as a part of the recruitment process. The successful Candidate must be willing to undergo vetting to MV/SC Vetting. Please note, if you are an internal candidate and subject to an ongoing PSD investigation, your appointment or placement in the role may be delayed pending an outcome. Whether the role is held open will be considered on a case-by-case basis.