We have a new exciting role become available for a Service Delivery Analyst to work for South Yorkshire Police out of their Moss Way Police Station in Sheffield.
This role will be working 37 hours a week and will be hybrid working (Not fully remote)
PLEASE NOTE DUE TO POLICE VETTING CRITERIA YOU MUST HAVE RESIDED WITHIN THE UK FOR AT LEAST 3 YEARS AT THE TIME OF APPLICATION.
ROLE PURPOSE :- Work as part of a team to provide first line technical guidance and support in the use of Information Technology, and related products and services, across South Yorkshire and Humberside Police in line with IT strategies and business requirements.
MAIN RESPONSIBILITIES
1. Provide a single, central point of contact for all users of IT services, handling all incidents, problems, queries and requests primarily via our telephone channel (as well as our self-service portal and email channel).
2. Provide effective first line fault resolution via recovery, technical accuracy, consistency and compliance with best practice laid down in the Information Technology library and within the timescales specified in existing Service Level Agreements.
3. To provide and promote a quality standard of customer care which in turn improves customer perception and satisfaction.
4. Liaise with other IT practitioners and specialist functions.
5. Perform incident and problem management functions in accordance with the associated processes.
6. Responsible for effectively managing customer expectations.
7. Set the organizational standard for customer engagement.
8. Serve as a communication channel between customers and the IT organisation.
9. Provide a first contact/first line resolution for customers wherever possible to support the shift left approach.
10. Act as the first point of escalation to all business and users
ESSENTIAL CRITERIA
11. Good Telephone Manner
12. Previous IT Service Desk experience
13. Good Interpersonal and Communication skills
14. An understanding of IT/Communications & Telephony equipment
15. Good Administration and Customer Care skills
16. Good Questioning and Fault Diagnosis Skills
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.