ICT Service Desk Agent in Bridgend

4 days ago


Bridgend, United Kingdom South Wales Police Full time

The role

We are seeking a problem solver with excellent communication skills to join our Service Desk.

As a Service Desk Agent you will be responsible for providing first line technical support to the 5000+ Officers and Staff across South Wales Police. The role is fast paced and requires the post holder to troubleshoot thoroughly, communicate effectively, and ultimately resolve user issues at the first point of contact - whether that’s via the telephone, email, or face-to-face appointment.

Responsibilities:

Respond promptly and professionally to technical support requests via the telephone, email, or face-to-face.

Provide first level troubleshooting and problem-solving assistance to users experiencing technical issues.

Diagnose and resolve hardware, software, and network related issues.

Escalate complex problems to the appropriate support teams, ensuring timely issue resolution and good documentation.

Collaborate with other members of the IT team to develop and improve internal processes and procedures.

Keep updated knowledge of new technologies. Industry trends and best practices.

Requirements:

Must have a good standard of education to at least GCSE A-C Level, including Maths and English, or be able to demonstrate equivalent skills and abilities.

Proven experience as an ICT Service Desk Agent or in a similar role.

Must be proficient in Microsoft Office applications and demonstrate an understanding of their use within an organisational context.

Exceptional communication and customer service skills.

Must demonstrate excellent problem-solving skills and a willingness to learn.

Familiarity with help desk software and ticketing systems.

ITIL certification is a plus.

Where you’ll fit in:

The ICT Service Desk Agent sits within the Service Delivery section of the ICT department and reports to an ICT Service Delivery Analyst. This role is primarily based at our Headquarters in Bridgend, but we do support a hybrid working policy once initial training has been completed.

Benefits Include:

Training and professional development opportunities

Local Government Pension Scheme

24 days Annual Leave increasing to 29 years after 5 years employment.

Flexible working dependant of duties

Free on-site parking

On site fitness centre and canteen

Collaborative and supportive work environment.

Cycle to work scheme.

Wellness programmes

SWP Diolch Vectis & Blue light Discount Card

Opportunity to make a meaningful contribution to public safety and community well-being.



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