IT Service Desk Analyst - £35,820 pa (including shift allowances)
The IT Service Desk at Avon and Somerset Police are a responsive 24/7 IT service that supports all our employees by resolving their IT Issues and enabling them to serve our communities. The support we provide covers desktop, mobiles, telephony, radio, servers, networks, body worn video cameras, wireless environments and the Microsoft product set, and much more.
You will answer incoming calls to the service desk, raise and triage tickets, and offer a high level of customer support. You will be providing technical IT support via the telephone, customer service portals and face to face to police officers and police staff.
In this role you can benefit from our hybrid working scheme where you'll have the flexibility to work in the office (Police HQ, Portishead) and at home.
You will be working on a shift basis which includes working weekends and bank holidays. Shift times consist of: earlies (07:00-16:00 or 07:30-16:30), lates (12:00-21:00) and nights (21:00-07:00).
Your experience of working in a busy service desk or similar environment, good telephone manner along with your listening and diagnostic skills will be key in ensuring our customers receive an excellent customer experience.
Main responsibilities:
* Answering incoming calls, providing first line technical support to employees
* Providing a high standard of customer service, demonstrating the ability to deal with people on all levels in an efficient and courteous manner.
* Completing planned or scheduled maintenance tasks prioritising work in line with risk and impact service delivery.
* Providing support and direction to callers, minimising the downtime by solving customer problems where possible and escalating calls where required.
Skills and Experience:
* Any customer service experience will be highly beneficial.
* Strong attention to detail and problem solving skills
* Any IT qualifications or self-taught technical knowledge would be advantageous
* Self-motivated and eager to learn
This is a fantastic opportunity for someone looking to start a career within software support or with customer service experience looking for a change.
To be eligible to apply for these roles you must have a 3 year 'checkable history' in the UK – ideally this means that you would have been resident in the UK for the last 3 years.
The base salary for this role is £27,204 plus shift allowances
About us
Diversity is a strength and individuality is an asset.
We recognise the benefit different life experience and perspectives can bring.
We are on a journey to become the most inclusive police force in the country.
Find out more about our benefits and culture
Please note: We reserve the right to close this vacancy early if we receive a high volume of applications. We encourage interested candidates to apply as soon as possible to ensure their application is considered.
Blended Working/ Hybrid Working
Avon and Somerset Police encourage flexible working where operationally possible.
This role has been identified as a blended role.
The successful candidate for this role will have the opportunity to work from home whilst also at a secondary work location, which will be a police premises. The successful applicant will have the option to discuss working arrangements with their line manager. All applicants must reside within the UK.
Important information before you commence an application (for external applicants)
You will require the following detail to complete this application form:
* National Insurance Number
* Identification Detail e.g. passport
* Address information including proof
* Referee information
* Full employment history including dates and any qualifications you may have attained
* Tattoos - you will also be requested to provide photos and describe of any visible tattoos you have
If the role requires you to drive you will also be required to upload details from your full driving licence including photos.
Important information before you commence an application- for ALL applicants
The application system only remains active on a single page for a period of 60 minutes.
Please ensure you allow time to complete your application fully as part complete pages do not save.
If the role has evidence questions you may wish to save these remotely and paste your answers into the boxes at time of submission.