IT Service Desk Analyst

The IT Service Desk is the first port of call for our customers in both Kent Police and Essex Police, receiving on average 400 contacts 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 the hours 07:00-17:00 on a rota. Essex: 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., If you're not from the UK, you must be a resident in the UK and have lived here continuously for the last three years. You must also be free from restrictions with indefinite leave to remain. If you're from the UK you must have lived here continuously for the last three years. This doesn't apply to those serving abroad in the British Armed Forces. Essex Police is a Disability Confident Leader, we:
• have subjected our Disability Confident self-assessment to external challenge and validation
• are taking an active leadership role in encouraging and helping other employers on their journey to becoming Disability Confident.
  
  Diversity, Equality and Inclusion are central to the values of our organisation. At Essex Police we value and embrace the unique experiences, identities and abilities that each of us bring to our roles. We strive to empower everyone to bring their authentic self openly and safely to work.
Through the dedicated commitment of our support networks, DE&I team and wider HR departments, we are on a journey to embed our DE&I commitments, ensuring Essex Police is an employer of choice; where everyone feels included. Essex Police and Kent Police are an equal opportunities employer. Communications may be recorded for monitoring purposes.