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Service Desk Analyst
2 months ago
Job Title: Service Desk Analyst - Counter Terrorism Policing
Job Summary:
We are seeking a highly skilled Service Desk Analyst to join our team at Counter Terrorism Policing. As a Service Desk Analyst, you will be responsible for providing first-line support to our colleagues in Counter Terrorism Policing, troubleshooting application issues, and resolving problems to ensure the smooth operation of our systems.
Key Responsibilities:
- Provide exceptional customer service to our colleagues, responding to their queries and resolving issues in a timely and professional manner.
- Log, categorize, prioritize, and escalate requests as necessary, using our ITSM tool to track and manage incidents, service requests, problems, changes, and knowledge.
- Communicate effectively with customers and third parties via various channels, including telephone, email, and video conference.
- Analyze complex issues, following established processes and procedures to resolve problems efficiently.
- Assign priorities based on ITIL best practice, determining whether a first-line fix is achievable before escalating to second-line support or third parties.
- Provide an exceptional level of customer service, communicating with colleagues to assist in identifying errors, troubleshooting, and establishing lessons learned.
- Take ownership and responsibility of daily checks and tasks, ensuring they are accounted for and completed to a high standard.
- Provide Service Announcements that are factual and timely, as appropriate.
- Work 12-hour shifts, covering a 24/7/365 rota, including day shifts from 0700 to 1900 hours and night shifts from 1900 hours to 0700 hours.
Requirements:
- Previous customer service experience, with a natural ability to communicate effectively with customers and colleagues.
- Excellent communication and interpersonal skills, with the ability to write to a high standard and explain technical issues in a clear and simple way.
- Reliable and motivated, with a willingness to meet exciting challenges and opportunities every day.
- Able to work in a fast-paced environment, prioritizing tasks and managing multiple requests simultaneously.
- Ability to work in a team environment, collaborating with colleagues to achieve common goals.
- Willingness to undergo National Security Vetting (NSV) Security Check (enhanced) (SC(e)) level before taking up the post, with a willingness to undergo Developed Vetting (DV) once in post, if required.
Benefits:
- Competitive salary, with a starting salary of £39,447.20 per year.
- Company pension scheme.
- Excellent career development opportunities, with a focus on personal and professional growth.
- A fulfilling role that makes a real difference in the fight against terrorism.
How to Apply:
To apply for this exciting opportunity, please submit your application, including a detailed CV and personal statement, outlining your skills and experience relevant to the role. We look forward to receiving your application.
