Avon and Somerset Police
IT Service Desk Analyst
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Job Description
IT Service Desk Analyst - £35,820 per annum (including shift allowances)
Are you looking to start your career in IT? Do you have a passion for technology, a relevant qualification, or some experience supporting IT systems and users? If so, we'd love to hear from you.
The IT Service Desk at Avon and Somerset Police provides a responsive 24/7 IT support service to thousands of police officers and police staff, helping to keep critical services running and enabling our teams to serve our communities effectively.
Our Service Desk supports a wide range of technologies including desktops, laptops, mobile devices, telephony, radio systems, networks, body-worn video, Microsoft applications, wireless infrastructure, and much more.
Shift Pattern
This role operates on a rotational shift basis including weekends and bank holidays:
- Early Shifts: 07:00-16:00 or 07:30-16:30
- Late Shifts: 12:00-21:00
- Night Shifts: 21:00-07:00
We also offer a hybrid working arrangement, combining home working with attendance at Police Headquarters, Portishead.
The Role
As an IT Service Desk Analyst, you will be the first point of contact for colleagues requiring IT support. You'll provide excellent customer service while diagnosing and resolving technical issues, escalating more complex incidents when required.
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This role is ideal for individuals who enjoy problem-solving, helping people, and developing their technical knowledge in a busy operational environment.
Main Responsibilities
- Respond to incoming telephone calls, emails and support requests.
- Log, triage and manage incidents and service requests through to resolution.
- Deliver outstanding customer service, communicating effectively with users at all levels.
- Troubleshoot technical issues and minimise service disruption wherever possible.
- Accurately record actions taken and maintain service desk documentation.
Essential Skills And Experience
- Previous experience working in an IT environment, providing support to customers or users.
- Excellent customer service and communication skills.
- Strong problem-solving abilities and attention to detail.
- Good organisational skills and the ability to manage competing priorities.
- Self-motivated, adaptable and eager to learn.
Desirable Skills And Qualifications
- A qualification in IT, Computing, Digital Technologies, Networking, or a related discipline.
- Previous experience working within an IT Service Desk, Help Desk or technical support environment.
- Awareness or knowledge of ITIL principles and best practice.
- Knowledge of the Service Desk Institute (SDI) framework or SDI-accredited training.
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Why Join Us?
This is a fantastic opportunity to build a long-term career in IT within a large and diverse technology environment. You'll gain exposure to a wide variety of systems and technologies while supporting a service that makes a real difference to communities across Avon and Somerset.
Whether you've recently completed an IT qualification, have some hands-on technical experience, or are looking to take your first step into an IT support career, we encourage you to apply.
Important information
In addition to the application form, we also require a copy of your current CV. If you are unable to upload your CV to your application, please email a copy to: Talentpolicestaff@avonandsomerset.police.uk
To be eligible for this role, you must be able to provide a three-year checkable UK history for vetting purposes. Ideally, this means you have been resident in the UK for the last three years.
Base Salary: £27,204 per annum, plus shift allowances, giving a total package of up to £35,820 per annum.
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