Service Desk Analyst

Description:

We are currently recruiting for a Service Desk Analyst to work for North Yorkshire Police at their headquarters in Northallerton.

This is a 6 month temporary role, with the potential to go permanent for the right candidate.

You would be working Monday to Friday, 37 hours a week, working Mon/Thur and Friday.

Experience working in a Service Desk Analyst post is required.
This role is fully on site, therefore the right candidate should be local to Northallerton.

PLEASE NOTE DUE TO POLICE VETTING CRITERIA YOU MUST HAVE RESIDED WITHIN THE UK CONTINUOUSLY FOR AT LEAST 5 YEARS AT THE TIME OF APPLICATION. UNFORTUNATELY ANYTHING LESS THAN THIS WILL NOT BE CONSIDERED.

Scope:

As ICT Service Desk Analyst, you will be an integral part of the Service Delivery team, you will provide response to managing incidents and service request supporting the ICT technology strategy and road map which is intrinsically linked to the organisational priorities of the OPFCC, NYP and NYFRS.
You will work in a team of Service Desk Analysts to deliver incident management and request fulfilment whilst maintaining service stability working closely with the wider ICT Team.
You will work to ensure all Service Delivery components of the service catalogue in line with the associated key performance indicators and following EnableNY processes and policies.
You will contribute to work falling outside the service catalogue supporting projects and commissioned work as directed by the line management. This may include field work and out of hours working.
You will support a positive and inclusive team culture aligned to exemplify 'one ICT service' offering to service users. In-keeping with the vision of 'one ICT service'.

Key Responsibilities

Providing technical support responding to enquires, evaluating, and resolving issues relating to ICT equipment, infrastructure and applications via phone, in person and self service.
Responsible for responding and raising ICT service management cases categorising against service level agreements and service reporting data ensuring quality content to support the wider ICT organisation.
As part of the Service Support Team provide input into the Service Delivery strategy and roadmap supporting the strategies of the OPFCC, NYP, NYFRS and Enable NY.
Support effective and positive engagement with stakeholders across the organisation providing feedback to line management to ensure the service desk activities meet current and future business needs. Identify and promote to line management any opportunities to innovate, advance and improve service transition lifecycle to support the business requirements of the OPFCC, NYP, NYFRS and Enable NY.
Participate in activities to support incident management and request fulfilment across the department to time and performance quality standards.
Provide support to line management on all aspects of incident management and request fulfilment management, including effective communication to end users including 3rd party providers.
Ensure that the service support manager is kept informed as to the current status of all service operation activities and any outstanding issues with incident and request fulfilment cases.
Contribute to the development and implementation of service support processes and compliance requirements.
To support line management when consulting with clients with respect to all service support activities. Promote a culture of knowledge sharing within the ICT department to assist the service desk capability with first time fix.
Attend and actively participate in meetings, events, seminars, and training regarding service support services.
Contribute and promote knowledge library ensuring all submissions follow policy and process with attention to detail when documenting creating knowledge articles.Requirements

To succeed in this role, you will be educated to higher education level in a relevant discipline or be able to demonstrate experience of working in an ICT service desk function within a busy multidisciplined ICT service.

You will have a knowledge of incident and request fulfilment processes with a good attention to detail.
You will be a problem solver with analytical skills in a highly technical customer focused service environment.
With good communication skills, you will be able to form effective working relationships at all levels, and the confidence to challenge a range of internal stakeholders relating to service support matters.
You will be able to communicate in the appropriate style and language with a wide range of contacts including:
All customers of the OPFCC, NYFRS and NYP
Members and staff of other Forces/ Partners and national ICT networks
Suppliers and Contractors
Members of the public
You will have experience of public sector including procurement and ideally in an emergency services setting such as Police or Fire and Rescue Services
You will hold one of the following qualifications or have experience of working in a Service Desk function in a regulated environment
ITIL Foundation

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