Service Desk Analyst (Home based/Chelmsford or North Kent)

Location of Role: Home based/Chelmsford or North Kent

Advert Closing Date: 30/01/2025

Starting Salary: £29,634.00 (pro-rata for part-time vacancies)

Part/Full Time: Full Time

Contract Type: Permanent

Working Pattern: Mon-Fri

Weekend/Evening Working: No

The IT Service Desk currently has two vacancies for the role of IT Service Desk Analyst. Please note these are home working roles but with a requirement to work in the office at least twice a month.

The IT Service Desk is the first port of call for our customers in both Kent Police and Essex Police, receiving on average 400 contacts a day. This is a very busy fast paced team playing a key role within IT Services and in the delivery of supporting our front-line officers and staff.

We are looking for keen and enthusiastic individuals with the aptitude to learn, to deliver high quality customer service, maximising the effective use of systems and minimising the impact of service disruption for users within Kent Police, Essex Police and other organisations with a contracted service provision.

The role provides high quality first line technical support and maintenance service identifying, prioritising and allocating incidents and requests to relevant internal and external support teams. This will include issues regarding IT equipment, systems, services, installed applications, collaboration and the management of software.

Applicants should evidence the following skills/experience in their application:

Experience of working in a support role in a team environment. Supporting design, development, testing and implementation activity
Evidence of strong communication skills especially in relation to Customer Service and working with others at all levels. Demonstrating effective communication when delivering advice, information, updates and training to solve issues
Personal motivation and drive with a logical, analytical approach to problem solving and attention to detail

Please tell us if you have any understanding or knowledge of the following:

MS Office, email clients, service desk & incident management experience and the use of Hornbill for logging, updating and closing incidents
Information Technology Infrastructure Library (ITIL) accreditation or an understanding of the processes and methodology

This role is full time, Monday to Friday covering a rota to the hours of 07:00-17:00.

We are committed to promoting a diverse and inclusive workplace, where difference is embraced, supported and talent is progressed and enhanced. We encourage applications from all and will support and encourage those from protected characteristics.

For further information regarding the role, please contact bob.blackmer@essex.police.uk

Essex Police offer incremental increases within this salary band, therefore the salary for this position will rise to a maximum of £34,359.00.

For the Essex full job description please click here.

For the Kent full job description please click here.

Kent Police and Essex Police have separate salary grading systems therefore the salary for this position will be dependent on which home office force you are appointed to. This will be discussed with the successful applicant before a final offer is made.

Your application for this role will be shortlisted on the content you provide within the “reason for application” question, within the application form itself. CV’s, covering letters or attachments are not included in the shortlist. Within your “reason for application” answer, please refer to any experience, skills, and abilities you feel you have that will make you suitable for this role, based on the role criteria stated in the job advert or job description. Please provide as much detail as possible as insufficient content may mean you do not meet the shortlisting criteria, however please note this question is limited to 9000 characters and this system will count spaces and blank lines as characters. This count may differ from the Microsoft Word word count function therefore you may wish to use a different online character counter to check the characters used.

All of our posts require a level of vetting and security clearance. During the recruitment process you will be sent vetting information forms to complete.

Kent Police and Essex Police welcomes applications regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sexual orientation, sex, or employment status.

Please let us know if you require extra support at any stage of the application process, or for further information regarding this position, please email us at recruitment.business.services@ecis.police.uk stating ‘Application Support and Adjustments’ in the title of your email. Alternatively, you can call us on 01245 452833.

Where appropriate we will make adjustments to the selection process, working arrangements and/or the working environment provided it is reasonable in all the circumstances to do so.

This post is open to:

British Citizens
Members of a European Economic Area (EEA) state who hold settled status under the EU Settlement Scheme.
Commonwealth citizens or foreign nationals (who are not British citizens or European Economic Area (EEA) state members) who have leave to enter or remain in the United Kingdom for an indefinite period that is free from restrictions.

All applicants (except those who have been serving abroad with the British Armed Forces) must have lived in the UK continuously for the past three years.

Essex Police and Kent Police are an equal opportunities employer. Communications may be recorded for monitoring purposes.

Essex Police is a Disability Confident Leader, we:

have subjected our Disability Confident self-assessment to external challenge and validation
are taking an active leadership role in encouraging and helping other employers on their journey to becoming Disability Confident.

Diversity, Equality and Inclusion are central to the values of our organisation. At Essex Police we value and embrace the unique experiences, identities and abilities that each of us bring to our roles. We strive to empower everyone to bring their authentic self openly and safely to work.

Through the dedicated commitment of our support networks, DE&I team and wider HR departments, we are on a journey to embed our DE&I commitments, ensuring Essex Police is an employer of choice; where everyone feels included.

Essex Police and Kent Police are an equal opportunities employer. Communications may be recorded for monitoring purposes.