PS/572/BCH - SC5 - Service Desk Analyst - ICT Service Delivery, Operations

Police Staff
ICT Department
Cambridgeshire Constabulary
Headquarters, Huntingdon, Cambs
ICT Service Delivery, Operations
£23,235 - £25,380
Full Time
As a result of internal promotion an exciting opportunity has arisen for full time permanent ICT Service Desk Analyst. The role will be based at Cambridgeshire Constabulary HQ, Huntingdon.

The hours of work will be between 08:00am till 05:00pm Monday to Friday

Working as part of a single team across BCH, you will provide first line ICT support to end users and third 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 first 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 first 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 have any questions about the role then please contact Laura SAGGERS 01707 35(4307).

Internal applicants working within BCH (Bedfordshire Police, Cambridgeshire Constabulary or Hertfordshire Constabulary), should upload either your CV or a completed internal role summary form. This form can be found in the attached documents. Please note you will still be required to evidence against the minimum entry requirements.

If you are an external applicant, please ensure you upload your CV and evidence against the minimum entry requirements. To ensure the recruitment process is fair and equal, please do not include any personal details on your CV, other than your name. An internal role summary form should not be completed.

If you are successful at shortlisting, you will be required to evidence against all personal qualities and the entry requirements as stipulated in the role profile.

All applications must be submitted through our online recruitment website by clicking the apply button below.

Please note, this vacancy is open to Bedfordshire, Cambridgeshire & Hertfordshire employees however, if you are on Bedfordshire or Hertfordshire contract you will need to resign from your home force Terms & Conditions and join Cambridgeshire Constabulary.

All internal applicants must have successfully completed their probationary period in order to apply for this role.

This force is a Disability Confident employer. Should you require any reasonable adjustments for your application process, please contact the HR Service Centre on 01438 757777 or the manager contact for this role directly. We also offer the guaranteed interview scheme; this means that all candidates with a disability covered by the Equality Act 2010, who meet the minimum entry requirements for the role, will be invited to attend an interview.

Please note that this advert will be live to redeployees throughout the recruitment of this advert. Any redeployee that applies will only need to evidence against the minimum entry requirements of the role profile. To do this if you are a redeployee, write ‘Redeployee’ in the other competency boxes and just complete your evidence against the minimum entry requirements in the relevant box. Redeployees 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 March 2020

This opportunity is closed to applications.