PS/318/BCH ICT Service Desk Analyst
Police Staff
ICT
Bedfordshire Police Force
Headquarters, Huntingdon, Cambs , Headquarters, WGC, Herts
Service Delivery
Permanent
(B) SC6 (C) SC5
Full Time
No
***Please note that this vacancy has now closed and is available to redeployees only; it will not be checked on a regular basis by the recruitment team. It is therefore essential that if you apply for this role, you e-mail BCHCareers@herts.pnn.police.uk to notify us that you have submitted an application. We will then process it for shortlisting. If you do not notify us by e-mail that you have submitted an application, it will not be picked up. Please also ensure that you notify your allocated Change Advisor of any redeployee applications that you have submitted.
Redeployees who apply will be given priority over any other internal applicants for permanent roles up until the point that an offer has been accepted either verbally or in writing.
If a role is not filled by an internal candidate and is advertised externally, redeployees will continue to get priority over external applicants until a successful candidate has received a final offer of employment.
***As a result of internal promotion a number of vacancies have arisen for full time permanent ICT Service Desk Analysts. The roles will be based at either Huntingdon or Welwyn Garden City.
The hours of work will be between 8am till 5pm Monday to Friday
Working as part of a single team across BCH, you will provide first line ICT support to end users and 3rd party companies (external suppliers) and provide updates on progress of calls or obtain further information where required. Ensuring that calls for service are dealt with promptly and recorded accurately and where possible, provide a first time resolution to the issue/service request.
Where a 1st time fix cannot be achieved, assign the call to the appropriate higher level support team ensuring all actions taken are documented on the department’s Service Management System and that all required details are captured to permit them to investigate and progress the matter.
When appropriate, contact users and inform them of the progress of their fault/request.
You will be required to create a record in the knowledge base system when new incidents are identified or changes to the processes are made to allow other team members to achieve the same learning and also maintain your own knowledge and understanding of ICT faults whether hardware or software related, so that the correct guidance and advice can be offered to help desk callers or carry out effective resolution to 1st line fix problems.
A key part of the role is to be proactive in reviewing outstanding call lists in all queues and resolving these if possible and highlighting those that require further action or intervention to your team leader.
If you are interested in applying for one of the advertised roles please ensure you read the attached information, including role profile, context sheet (if applicable) and recruitment information for applicants.
For the purposes of the application you will be expected to provide evidence against the personal qualities below and the entry requirements:
• We are emotionally aware
• We are collaborative
• We deliver, support and inspire
• We analyse critically
• Minimum entry requirements
There is a word count limit of 500 words per section.
If you are shortlisted for interview you will be expected to evidence against all personal qualities and the entry requirements as stipulated in the role profile.
If you have any questions about the role then please contact Laura Saggers laura.saggers@herts.pnn.police.uk 01707 35(4307).
**Please note, this vacancy is open to Bedfordshire, Cambridgeshire & Hertfordshire employees however, if you are on a Hertfordshire contract you will need to resign from your home force Terms & Conditions and join Bedfordshire Police or Cambridgeshire Constabulary**
**Please note that this advert will be live to Redeployee's throughout the recruitment of this advert. Any redeployee that applies will only need to evidence against the minimum entry requirements of the role profile. They will take priority over other candidates at any point during the recruitment process up until a final offer is produced and you will be notified if this happens.**
Redeployees who apply will be given priority over any other internal applicants for permanent roles up until the point that an offer has been accepted either verbally or in writing.
If a role is not filled by an internal candidate and is advertised externally, redeployees will continue to get priority over external applicants until a successful candidate has received a final offer of employment.
***As a result of internal promotion a number of vacancies have arisen for full time permanent ICT Service Desk Analysts. The roles will be based at either Huntingdon or Welwyn Garden City.
The hours of work will be between 8am till 5pm Monday to Friday
Working as part of a single team across BCH, you will provide first line ICT support to end users and 3rd party companies (external suppliers) and provide updates on progress of calls or obtain further information where required. Ensuring that calls for service are dealt with promptly and recorded accurately and where possible, provide a first time resolution to the issue/service request.
Where a 1st time fix cannot be achieved, assign the call to the appropriate higher level support team ensuring all actions taken are documented on the department’s Service Management System and that all required details are captured to permit them to investigate and progress the matter.
When appropriate, contact users and inform them of the progress of their fault/request.
You will be required to create a record in the knowledge base system when new incidents are identified or changes to the processes are made to allow other team members to achieve the same learning and also maintain your own knowledge and understanding of ICT faults whether hardware or software related, so that the correct guidance and advice can be offered to help desk callers or carry out effective resolution to 1st line fix problems.
A key part of the role is to be proactive in reviewing outstanding call lists in all queues and resolving these if possible and highlighting those that require further action or intervention to your team leader.
If you are interested in applying for one of the advertised roles please ensure you read the attached information, including role profile, context sheet (if applicable) and recruitment information for applicants.
For the purposes of the application you will be expected to provide evidence against the personal qualities below and the entry requirements:
• We are emotionally aware
• We are collaborative
• We deliver, support and inspire
• We analyse critically
• Minimum entry requirements
There is a word count limit of 500 words per section.
If you are shortlisted for interview you will be expected to evidence against all personal qualities and the entry requirements as stipulated in the role profile.
If you have any questions about the role then please contact Laura Saggers laura.saggers@herts.pnn.police.uk 01707 35(4307).
**Please note, this vacancy is open to Bedfordshire, Cambridgeshire & Hertfordshire employees however, if you are on a Hertfordshire contract you will need to resign from your home force Terms & Conditions and join Bedfordshire Police or Cambridgeshire Constabulary**
**Please note that this advert will be live to Redeployee's throughout the recruitment of this advert. Any redeployee that applies will only need to evidence against the minimum entry requirements of the role profile. They will take priority over other candidates at any point during the recruitment process up until a final offer is produced and you will be notified if this happens.**
27 September 2018
This opportunity is closed to applications.
