SYP - Service Delivery Analyst (Service Desk)

We are currently looking to recruit a Service Delivery Analyst to work on our internal IT Service Desk, based at Melton 1 Police Building, Hull on a temporary basis for 12 months.

As a Service Delivery Analyst, you will work as part of a team to provide first line technical guidance and support in the use of Information Technology, and related products and services, across South Yorkshire and Humberside Police in line with IT strategies and business requirements.

The key responsibility of this role is to provide a single, central point of contact for all users of IT services, handling all incidents, problems, queries and service requests. The role will primarily be phone-based taking calls from internal Customers, as well as our dealing with Customer Incident and Requests via our self-service portal and email channel.

The successful candidate will be providing effective first line fault resolution as laid down in IT best practice and within the timescales specified in existing Service Level Agreements.

This is an exciting opportunity to use your skills and knowledge to support policing in South Yorkshire and Humberside Police.,

• Providing effective first line fault resolution via recovery, technical accuracy, consistency, and compliance with best practice laid down in the Information Technology library and within the timescales specified in existing Service Leve Agreements.


• Providing and promoting a quality standard of customer care that in turn improves customer perception and satisfaction.


• Liaising with other IS practitioners and specialist functions.


• Performing incident and problem management functions in accordance with the associated process.


• Responsibility for effectively managing customer expectations.


• Setting the organizational standard for customer engagement.


• Serving as a communication channel between customers and the IT organization.


• Providing a first contact/first line resolution for customers wherever possible to support the shift left approach.


• Acting as the first point of escalation to all business and users.
  
  Previous IT Service Desk experience.


• Good Telephone Manner.


• Good Interpersonal and Communication skills.


• An understanding of IT/Communications & Telephony equipment.


• Good Administration and Customer Care skills.


Skills and experience as documented in the role profile need to be evidenced in your application to be considered for interview., Applicants must meet the minimum requirement checkable history criteria, which must be taken into account for individuals applying to work with South Yorkshire Police in any capacity. A minimum checkable history of 5 years is required for this role and successfully undergoing recruitment vetting procedure is a pre-requisite of employment with South Yorkshire Police.

South Yorkshire Police is committed to developing working practices which assist staff to balance their personal and professional lives, whilst meeting the needs of the organisation. This in turn enables South Yorkshire Police to provide an outstanding service to the community.

£26,487 - £29,085 a year - Full-time, Fixed term contract, We offer generous entitlements and supportive policies to enable a better work-life balance, some of which are listed below:

• A highly competitive salary and access to a generous pension scheme


• Generous annual leave allowance


• A wide range of family friendly policies including enhanced maternity, paternity and adoption leave


• Flexible working arrangements including flexi-time and hybrid working


• A transparent and collaborative team culture underpinned by our core values of Fairness, Integrity & Trust


• Comprehensive range of development and leadership courses to develop your career with South Yorkshire Police


• Employee Assistant Programme (accessible 24/7) offering confidential support and advice


• Flexible lifestyle benefits such as: Blue Light Card, Company Shop, Cycle to work scheme


• Committed to embedding sustainability: Force sustainability strategy - SYP (southyorkshire.police.uk)


• Membership to the Sports and Social Club


• Access to a wide range of staff support groups and networks