Service Desk Adviser

Salary: Band 6, £27,735 – £29,874
Location: Agile, working predominantly from home, with occasional days in Forth Banks Police Station
Hours/Contract: Full time, permanent
Working for #TeamNP
Our purpose at Team NP is simple: to keep people safe and to fight crime. But it takes more than officers alone to do the job – and that’s where our 2,000-strong team of police staff and 200 volunteers come in.
As one of the largest police forces in England we have a huge variety of departments and specialisms offering you endless opportunities. From mentoring and coaching schemes and online soft skills courses to leadership development programmes; we’ll give you the support, training and time to carve out the career you always wanted.
As one of the top 50 UK inclusive employers and a disability confident employer, we promote a culture of respect in the workplace so everyone can feel seen, heard and valued.
Whether you’re a member of staff or a volunteer, you can also expect first-rate support to manage your health and wellbeing. With year-round events, a 24/7 welfare support hotline and a leading approach to neurodiversity, our initiatives enable you to be at your best.
Above all else, here at Team NP, we can offer you a career that is so much more than just a job, it’s a chance to be part of something that really matters.
The role
We’re looking for a Service Desk Advisor to join the established Service Desk team. This role plays a key part of our Service Delivery function, providing an outstanding level of first line technical support and customer service to our officers, staff, and volunteers.
Joining Digital Policing as a Service Desk Adviser provides you with the opportunity to develop your skills, knowledge and experience, alongside exciting opportunities to achieve your professional aspirations within our department.
What you’ll do
- You will provide outstanding first line technical support to our 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.
Sound interesting? For further information, and to support your application, please view the job description.
What you’ll bring
- Current experience of providing first line support, including providing advice and support with software solution and end user devices.
- A good understanding of the Windows operating system, M365 applications and desktop/web applications.
- The ability to quickly understand new hardware and software applications, using excellent critical thinking skills to resolve incidents.
- 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.
We know it’s important for you to feel that you’re not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.
Just so you know
Our application form will help us understand how your work, education and life experience has prepared you for the role of a Service Desk Adviser with #TeamNP. To help support your application research what makes us tick here at Northumbria, the role you’re applying for and the values and behaviours that contribute.
The recruitment process will consist of the initial application form followed by an interview. Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.
If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly. If your application is successful, we’ll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance, medical information, and references.
Terms of appointment
This is a permanent role subject to a six-month probationary period.
If you are successful in your application, you will have a 6month probation period with us where you will be unable to apply for any other post advertised internally or externally.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Previous applicants need not apply.

Proud member of the Disability Confident employer scheme