Service Desk Officer

**Contract type**:Permanent Full Time

**Rank/grade**:C

**The City of London Corporation is currently undergoing a programme to ensure that our pay and reward practices are competitive and equitable across the whole organisation to ensure that everyone has the opportunity to thrive in the work that we do.**

**Salary**:£30,190 plus £6,710 London Weighting per annum

**Directorate/department**:Product & Supply Chain / Enabling Services Test

**Vetting level required**:MV/SC

**Location**:City of London Police Building - Guildhall Yard East (hybrid working available - 3 days a week in the office)

**Who are we?**

As City of London Police, we protect the people, businesses and infrastructure of the City of London, one of the most important and dynamic environments in the UK and globally. London City is the smallest borough in London, so does that make our job any less challenging? Absolutely not - because there’s so much going on.

City of London Police play a vital role in keeping the City of London diverse community safe. As a Police Staff member you will be helping to making the city safer and deliver a valued service for those that live, work and visit the City.

**About the team**

The City of London Police is the designated National Lead Force for fraud and cyber-crime and is responsible for Action Fraud, the national fraud and cyber crime reporting service which also incorporates the National Fraud Intelligence Bureau (NFIB) and National Economic Crime Victim Care Unit (NECVCU). The City of London Police’s mission is to protect the public by preventing and disrupting fraud and cyber-crime through capable, coordinated, and effective policing

**About the role**

The post will be situated within the Product & Supply Chain’s Service Delivery Team which forms part of the enabling services pillar within the Fraud and Cyber Crime Reporting and Analysis Service (FCCRAS) programme.

The Service Desk Officer will be an integral part of the Service Integration and Management function by operating its Service Desk which is the first line of contact and support for all users of the FCCRAS systems. These are the primary systems used for reporting and analysing fraud and cybercrime across England, Wales and Northern Ireland.

The Service Desk Officer will be required to receive and handle all user enquiries, issues and incidents; promptly allocate all requests to the relevant resolver groups as appropriate; communicate with users and work with a variety of supplier service desks to triage, record, monitor, track, manage queries and incidents from start to resolution and escalate unresolved queries.

**Responsibilities**

In this role, you will:

- Work under the guidance of the Service Delivery Manager to provide support for the FCCRAS service, Foundry, Foundry Collaboration Portal, Generic Search Tool, Service Now, and Dynamics 365 Action Fraud, and other FCCRAS systems.
- Assist with access management across the FCCRAS service, City of London Police, other Police Forces, other Law Enforcement Agencies, and other key stakeholders.
- Maintain and monitor all incidents, problems, access requests, service outages, service requests and change requests and provide regular updates to end users and stakeholders via the IT Service Management tool ServiceNow.
- Maintain updates to end user service manuals, knowledge based articles, and FAQs.
- Support the Service Delivery Manager in the development and delivery of the Service Desk continuous improvement plan as well as representing the team at related service meetings.

**Requirements**:
For this role, we need you to have:

- Experience of working in a Service Desk support function, ideally within a significant sized organisation and or policing environment.
- Experience of using Service Desk software ensuring that full account is taken of customers’ real and stated needs in the delivery of IT related services.
- A good knowledge of ITIL methodology pertaining to service, incident, problem, request, and change management processes.
- ITIL Foundation Certification or equivalent role based experience. (desirable)

This vacancy is open only to those who have the right to work in the UK.

**Selection Process**

**Applicants who fail to address the skills/knowledge/experience of the job description will not be considered.**

**Equality Statement**

The Force has a number of Staff Support Networks that can offer you support and advice. Applicants are very welcome to contact the networks directly if they need any support or ask any question before they apply. For further information on the networks and their contact details please visit:
**Benefits**:
A diverse workforce improves the service we provide to our public by making us more approachable and relevant within our communities. This is why it’s vitally important that we recruit people from a wide range of communities and backgrounds with an understanding of cultural issues and a wide range of skills. We therefore particularl