Ict Service Desk Analyst

Description:

A great opportunity has arisen due to an internal promotion, to join a growing support team as an ICT Service Desk Analyst within the BCH (Beds, Cambs & Herts) ICT Department. Join the exciting and dynamic world of policing and contribute towards making Bedfordshire, Cambridgeshire and Hertfordshire and a safer place.

Based at Hertfordshire Constabulary HQ, Welwyn Garden City or Cambridgeshire Constabulary HQ, Huntingdon, you will be an integral part of the ICT Operations Team supporting the tri-force ICT estate ensuring that vital business software is highly available to staff and officers.

You'll demonstrate customer service skills and technical knowledge to analyse hardware and application faults that are raised by users across Beds, Cambs and Herts via phone or self-service, attempting first time fixes or escalating within agreed SLAs and making sure any procedures or corrective actions are documented.

You must be an effective team player, organised and highly motivated, understanding the importance of flexibility, effective communication, and collaboration to work efficiently with colleagues located in different office locations across the BCH estate, our users and our suppliers.

The successful candidate must have the following skills and experiences:
 

• Educated to GCSE level or equivalent (Inc. Maths & English) or proven written and numeric skills.
• Good computer literacy & keyboard skills including ability to use a computer/telephone and headset simultaneously.
• Good communication skills (written and spoken) and ability to remain calm and professional when under pressure.
• Ability to work in a team.
• Ability to work effectively with minimal supervision even when under pressure.
• Self-motivated and well organised.
• Excellent interpersonal skills.
• The ability to demonstrate a clear interest in working in an IT environment.
• Customer Service Qualification or ideally 6-months’ experience within customer service/call handling environment desirable.