IT Service Desk Analyst

Role overview

Main responsibilities

• Respond to incoming telephone calls, emails, and support requests.
• Log, triage, and manage incidents and service requests through to resolution.
• Provide customer service and communicate effectively with users at all levels.
• Troubleshoot technical issues, minimise service disruption, and escalate complex incidents when needed.
• Record actions accurately and maintain service desk documentation.

Essential skills and experience

• Previous experience in an IT environment providing support to customers or users.
• Excellent customer service and communication skills; strong problem-solving abilities and attention to detail.
• Good organisational skills, including managing competing priorities.
• Self-motivated, adaptable, and eager to learn.
• Must be able to provide a three-year checkable UK history for vetting purposes.

Desirable skills and qualifications

• An IT, Computing, Digital Technologies, Networking, or related qualification is desirable.
• Previous IT Service Desk, Help Desk, or technical support experience is desirable.
• Awareness or knowledge of ITIL principles and best practice is desirable.
• Knowledge of the Service Desk Institute framework or SDI-accredited training is desirable.

Shift pattern

• Rotational shifts include weekends and bank holidays.
• Early shifts are 07:00–16:00 or 07:30–16:30; late shifts are 12:00–21:00; night shifts are 21:00–07:00.

Workplace arrangement

• Hybrid working combines home working with attendance at Police Headquarters in Portishead.

Pay

• Base salary is £27,204 per annum, plus shift allowances, for a total package of up to £35,820 per annum.

Pension

• Employees are enrolled in the Local Government Pension Scheme, a defined-benefit pension providing inflation-linked retirement income.

Application information

• A current CV is required in addition to the application form.