SYP - Service Delivery Analyst (Service Desk)

Role: Service Delivery Analyst (Service Desk)

Department: Information Systems

Location:  Either Moss Way Police Station, Sheffield, South Yorkshire or Melton 1 Police Building, Humberside

Salary: £26,487- £29,085 + 20% Shift Allowance

Hours: 37 hours per week, shift based over 24x7x365  

Contract Type:1 Year Maternity Cover

We are currently looking to recruit a Service Delivery Analyst to work on our internal IT Service Desk, based at either Moss Way Police Station, Sheffield, South Yorkshire orMelton 1 Police Building, Hull.  

As a Service Delivery Analyst, you will work as part of a team to provide first line technical guidance and support in the use of Information Technology, and related products and services, across South Yorkshire and Humberside Police in line with IT strategies and business requirements.

The key responsibility of this role is to provide a single, central point of contact for all users of IT services, handling all incidents, problems, queries and service requests.  The role will primarily be phone-based taking calls from internal Customers, as well as our dealing with Customer Incident and Requests via our self-service portal and email channel.

The successful candidate will be providing effective first line fault resolution as laid down in IT best practice and within the timescales specified in existing Service Level Agreements.

This is an exciting opportunity to use your skills and knowledge to support policing in South Yorkshire and Humberside Police.

Key Responsibilities:

• Provide effective first line fault resolution via recovery, technical accuracy, consistency, and compliance with best practice laid down in the Information Technology library and within the timescales specified in existing Service Leve Agreements.
• Provide and promote a quality standard of customer care that in turn improves customer perception and satisfaction.
• Liaise with other IS practitioners and specialist functions.
• Perform incident and problem management functions in accordance with the associated process.
• Responsible for effectively managing customer expectations.
• Set the organizational standard for customer engagement.
• Serve as a communication channel between customers and the IT organization.
• Provide a first contact/first line resolution for customers wherever possible to support the shift left approach.
• Act as the first point of escalation to all business and users.

Skills and experience:

• Previous IT Service Desk experience
• Good Telephone Manner
• Good Interpersonal and Communication skills
• An understanding of IT/Communications & Telephony equipment
• Good Administration and Customer Care skills

Skills and experience as documented in the role profile need to be evidenced in your application to be considered for interview.

For more detailed information relating to the role, skills and experience for this role, please refer to the attached role profile.

Training:

Some of the training for the role is to be undertaken during office hours at Moss Way Police Station, Sheffield, South Yorkshire, S20 7XX (our South Yorkshire IT office), therefore you need to ensure you have the means to travel to and from this location, if outside of South Yorkshire, for which mileage allowance will be paid.

What we offer:

We offer generous entitlements and supportive policies to enable a better work-life balance, some of which are listed below:

• A highly competitive salary and access to a generous pension scheme
• Generous annual leave allowance
• A wide range of family friendly policies including enhanced maternity, paternity and adoption leave
• Flexible working arrangements including flexi-time and hybrid working
• A transparent and collaborative team culture underpinned by our core values of Fairness, Integrity & Trust
• Comprehensive range of development and leadership courses to develop your career with South Yorkshire Police
• Employee Assistant Programme (accessible 24/7) offering confidential support and advice
• Flexible lifestyle benefits such as: Blue Light Card, Company Shop, Cycle to work scheme
• Committed to embedding sustainability: Force sustainability strategy - SYP (southyorkshire.police.uk)
• Membership to the Sports and Social Club
• Access to a wide range of staff support groups and networks

Eligibility:

Applicants must meet the minimum requirement checkable history criteria, which must be taken into account for individuals applying to work with South Yorkshire Police in any capacity. A minimum checkable history of 5 years is required for this role and successfully undergoing recruitment vetting procedure is a pre-requisite of employment with South Yorkshire Police.

Appearance & Standards:

South Yorkshire Police is committed to striking a proportionate balance between self-expression and the need to maintain role sensitive professional standards in dress and appearance. Officers, staff, and volunteers of South Yorkshire Police are permitted to have tattoos visible whilst on duty provided the tattoo is not considered to be unacceptable or otherwise inappropriate. Tattoos will be reviewed as part of the recruitment and selection process.

Smarter ways of Working:

South Yorkshire Police is committed to developing working practices which assist staff to balance their personal and professional lives, whilst meeting the needs of the organisation. This in turn enables South Yorkshire Police to provide an outstanding service to the community.

There are 3 different categories as part of this which are: Fixed, Field and Hybrid.

This role has been evaluated as a Hybrid role.

Hybrid: Applicable when the work can be undertaken at any location, whether that be a SYP building or from home.

South Yorkshire Police’s Key Values:

At South Yorkshire Police we have 3 key values which run through everything we do Fairness, Integrity & Trust, the attached document details the key behaviours we expect all employees to adhere to.

Contact details:

For further information about the role, please contact: Carol Sanderson on Carol.Sanderson@southyorkshire.police.uk or Laura Dunraven on Laura.Dunraven@southyorkshire.police.uk

Closing Date: Sunday, 30 June 2024

Shortlisting: week commencing 1 July 2024

Interviews: week commencing 8 June 2024

Closing dates are not normally extended, other than in exceptional circumstances and agreement is made between the Talent Acquisition Manager and the Line Manager for the role.

How to apply:

Please click ‘Apply’

Candidate Information:

Please note that, should you be successful at the interview stage and before appointment, the relevant pre-employment checks are required. These include references, medical clearance, vetting clearance and sickness absence criteria check.

Diversity & Inclusion:

Expressions of interest are particularly welcome from female and ethnic minority candidates.

It is really important to us that the department represents the community we serve, in order for us to provide the best service, utilising a range of backgrounds, experience and skills. We support and value all officers and staff and the unique experiences they bring to the role. We strongly encourage and welcome expressions of interest from these valuable underrepresented groups.

If you are from an underrepresented group and want to find out more about the support we can offer, please contact our dedicated team on positiveaction@southyorks.pnn.police.uk

In addition, we will look to support anyone who requires Part Time/Job share working hours.

Internal Candidates:

This vacancy is temporary therefore, you must have the support of your current Line Manager to apply. If you are a permanent member of staff, this would be classed as a secondment opportunity. If you are on a fixed term contract, you must contact the Talent Acquisition Team before applying. 

Please ensure that you and your current line manager complete the attached consent form.  Please email the completed form to the hiring line manager, with the role title and the closing date stated in the subject of your email.

Without support, your application will not be considered any further.