Service Desk Analyst

Location of Role: Home Working Essex/Kent

Advert Closing Date: 31/05/2023

Salary Range: £26,439.00 to £30,657.00 (pro-rata for part-time vacancies)

Part/Full Time: Full Time

Contract Type: Permanent

Working Pattern: Mon-Fri

Weekend/Evening Working: No

The IT Service Desk is the first port of call for our customers in both Kent and Essex Police, receiving on average 400 calls a day. This is a very busy fast paced team playing a key role within IT Services and in the delivery of supporting our front-line officers and staff.

We are looking for keen and enthusiastic individuals with the aptitude to learn to deliver high quality customer service, maximising the effective use of systems and minimising the impact of service disruption for users within Kent Police, Essex Police and other organisations with a contracted service provision.

The role provides high quality first line technical support and maintenance service identifying, prioritising and allocating incidents and requests to relevant internal and external support teams. This will include issues regarding IT equipment, systems, services, installed applications, collaboration and the management of software.

Applicants should evidence the following skills/experience in their application:

Experience of working in a support role in a team environment. Supporting design, development, testing and implementation activity

Evidence of strong communication skills especially in relation to Customer Service and working with others at all levels. Demonstrating effective communication when delivering advice, information, updates and training to solve issues

Personal motivation and drive with a logical, analytical approach to problem solving and attention to detail

Please tell us if you have any understanding or knowledge of the following which is desirable:

MS Office, email clients, service desk & incident management experience and the use of Hornbill for logging, updating and closing incidents

Information Technology Infrastructure Library (ITIL) accreditation or an understanding of the processes and methodology

This role is a full time, Monday to Friday covering on rota the hours 07:00-17:00.

Essex : Successful applicants for this role will be defined as a Home based Agile Worker - Works predominately (80% or more) at home only working in the office when required to do so. The role will offer flexibility in terms of place of work, including home working. The extent of flexibility will be agreed through individual assessment with the line manager to assess operational requirements and individual’s suitability for home working. In the event that home working is agreed for the successful candidate, there will be a requirement to regularly attend Chelmsford HQ the contractual workplace.

Kent : The role will offer flexibility in terms of place of work, including the potential to work from home for those who would like to. In the event that home working is agreed for the successful candidate, there will be a requirement to regularly attend a designated ‘Team Zone’ location on average one or two days a week, as agreed with the line manager. Currently the designated Team Zone for this role is located at North Kent. Please note that any excess travel costs from the existing Team Zone to any future Team Zone will not be paid and applicants are advised to take potential travel mileage increases into consideration when deciding to apply.

We are committed to promoting a diverse and inclusive workplace, where difference is embraced, supported and talent is progressed and enhanced. We encourage applications from all and will support and encourage those from protected characteristics.

For further information regarding the role, please contact bob.blackmer@essex.police.uk

Your application is shortlisted on the content provided within the 'reason for application' section, which is limited to 9000 characters. Within your answer please refer to the criteria stated in this job advert and include any experience, skills and abilities you feel you have that will make you suitable for the role. Please ensure you provide as much detail as possible as insufficient information may mean that you do not meet the shortlisting criteria.

All of our posts require a level of vetting and security clearance. During the recruitment process you will be sent vetting information forms to complete.

Kent Police and Essex Police welcomes applications regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sexual orientation, sex, or employment status.

Please let us know if you require extra support at any stage of the application process, or for further information regarding this position, please email us at recruitment.business.services@ecis.police.uk stating ‘Application Support and Adjustments’ in the title of your email. Alternatively, you can call us on 01245 452833.

Where appropriate we will make adjustments to the selection process, working arrangements and/or the working environment provided it is reasonable in all the circumstances to do so.

This post is open to British Citizens, members of the EC or other states in the European Economic Area. If you are a Commonwealth citizen or a foreign national, you must be a resident in the UK free of restrictions and with indefinite leave to remain in the UK. All applicants must have lived in the UK continuously for the past three years.

Essex Police and Kent Police are an equal opportunities employer. Communications may be recorded for monitoring purposes.

Essex Police is a Disability Condifent Leader, we:
have subjected our Disability Confident self-assessment to an external challenge and validation

are taking an active leadership role in encouraging and helping other employers on their journey to becoming Disability Confident.

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