Service Desk Analyst

Adecco; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job description

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.
• You will work in a team of Service Desk Analysts to deliver incident management and request fulfilment whilst maintaining service stability.
• You will work to ensure all Service Delivery components of the service catalogue in line with the associated key performance indicators and following EnableNY processes and policies.
• You will contribute to work falling outside the service catalogue supporting projects and commissioned work as directed by line management.
• You will 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.
• As part of the Service Support Team provide input into the Service Delivery strategy and roadmap.
• Support effective and positive engagement with stakeholders across the organisation.
• Participate in activities to support incident management and request fulfilment across the department.
• Provide support to line management on all aspects of incident management and request fulfilment management.
• Ensure that the service support manager is kept informed as to the current status of all service operation activities.
• Contribute to the development and implementation of service support processes and compliance requirements.
• Support line management when consulting with clients regarding service support activities.
• 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.

Requirements

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

• You will have knowledge of incident and request fulfilment processes with good attention to detail.
• You will be a problem solver with analytical skills in a highly technical customer-focused service environment.
• With good communication skills, you will be able to form effective working relationships at all levels.
• You will be able 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

• You will have experience of public sector including procurement and ideally in an emergency services setting.
• You will hold one of the following qualifications or have experience of working in a Service Desk function in a regulated environment: ITIL Foundation.