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1st Line Support

4 months ago

Newcastle Upon Tyne, United Kingdom Steria Recruitment Full time

**Job Title: Digital Service Desk Advisor**

**Location: Hybrid/Newcastle**

**Duration: Permanent**
**Role**:
As a Digital Service Desk Advisor you'll be joining the Digital Policing function and play a key role in providing effective 1st line technical support to employees, customers and officers across the force.

Joining Digital Policing as a Service Desk Advisor provides you with the opportunity to develop your skills, knowledge and experience, alongside exciting opportunities to achieve your professional aspirations within our department.

**Responsibilities**:

- You will provide outstanding 1st line technical support to your colleagues, ensuring incidents, problems and requests are progressed, in line with agreed Service Level Agreements (SLAs).
- You will support effective incident root cause analysis, with the aim of minimising the impact to operational and enabling services, through the prompt restoration of service.
- You will collaborate with colleagues across Digital Policing, working as one team to resolve issues and restore service at the earliest possible opportunity.
- You will proactively manage and improve the knowledge base and documentation, sharing with colleagues to improve the knowledge across the team

**Requirements**:

- experience of providing 1st line support, including providing advice and support with software solution and end user devices.
- Demonstrate an enthusiastic outgoing approach to customer service, with a logical approach to problem solving at first line investigation.
- Excellent written and verbal communication skills, to support end users during the initial investigation and fault-finding process.
- The ability to provide all end users with an exceptional level of customer service, supporting them in their use of technology.
- The ability to proactively assess the impact and urgency of Incidents and Requests, and ensure accurate records are created for our Service Management system.

Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.