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Service delivery analyst (service desk)

Sheffield
Adecco
Service
Posted: 13 August
Offer description

Service Delivery Analyst (Service Desk) - Sheffield


Client:


Location:

Sheffield, United Kingdom


Job Category:

Other


EU work permit required:

Yes


Job Reference:

13c1d48ade20


Job Views:

39


Posted:

12.08.2025


Expiry Date:

26.09.2025


Job Description:

We have an exciting new role for a Service Delivery Analyst working for South Yorkshire Police at Moss Way Police Station in Sheffield.

This position is full-time (37 hours/week) with hybrid working (not fully remote).

Note: Due to police vetting criteria, applicants must have resided in the UK for at least 3 years.


Role Purpose

To work within a team providing first-line technical support and guidance on IT services and products to South Yorkshire and Humberside Police, aligned with IT strategies and business needs.


Main Responsibilities

1. Serve as a single point of contact for all IT service users, handling incidents, problems, queries, and requests via phone, self-service portal, and email.
2. Deliver effective first-line fault resolution, ensuring technical accuracy and adherence to IT best practices within specified SLAs.
3. Maintain high customer care standards to improve satisfaction and perception.
4. Coordinate with other IT teams and specialists.
5. Manage incident and problem resolution processes.
6. Effectively manage customer expectations.
7. Set organizational standards for customer engagement.
8. Act as a communication link between customers and IT teams.
9. Provide first contact resolution to support a shift-left approach.
10. Serve as the first escalation point for business and users.


Essential Criteria

1. Good telephone manner.
2. Strong interpersonal and communication skills.
3. Understanding of IT, communications, and telephony equipment.
4. Good administrative and customer care skills.
5. Questioning and fault diagnosis skills.

Adecco is an employment agency for permanent roles and a supply agency for temporary workers. We are an Equal Opportunities Employer.

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