Service Desk Tier 1 Analyst

Job Description:

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.

Specific Duties:

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

Specific Knowledge, Skills, and Delivery:

1. The postholder should have prior experience and knowledge working on an IT Service Desk within a large organisation, and must possess a high level of technical ability and diagnostic skills.
2. The postholder will be familiar with ITIL 4 Practices and Guiding Principles.
3. The postholder will have prior demonstrable experience of excellent customer service skills.

Additional Information:

1. Hours: This is a full time post working Mon to Fri 10am x 6pm, location is mixture of agile / office (TBC).
2. The successful applicant will initially need to work within the office for training / probation.

By choosing to join West Midlands Police you will receive an enhanced benefits package including:

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

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 and if required a fitness test.

Probationary Policy:

Under the Probation Policy, if you are currently in your probation period, during your probationary period you will not be permitted to apply for alternative police staff roles within the Force unless there are exceptional circumstances. In such cases, you would require the support of your line manager prior to applying for alternative roles, and if successful, your probationary period will start over.

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.

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.