A great opportunity has arisen to join a growing support team as an ICT Senior Service Desk Analyst within the BCH (Beds, Cambs & Herts) ICT Department. Join the exciting and dynamic world of policing and contribute towards making Bedfordshire, Cambridgeshire and Hertfordshire a safer place.
Based at Hertfordshire Constabulary HQ or Cambridgeshire Constabulary, you will play a key role within the ICT Operations Team, supporting the tri-force ICT estate and ensuring that vital business systems remain highly available to officers and staff.
About the Role
As a Senior Service Desk Analyst, you will provide first-line ICT support while also taking on additional responsibility for supporting and guiding a team of five analysts. You will act as an escalation point for more complex or non-standard issues, helping to drive service quality and improve first-time fix rates.
You will use your technical knowledge and customer service skills to diagnose hardware, software and communication issues reported via phone or self-service. Where resolution is not possible at first contact, you will ensure incidents are accurately logged, fully documented, and escalated within agreed SLAs, maintaining clear communication with users throughout.
You will also contribute to continuous improvement by maintaining knowledge base articles and coaching the development of colleagues across the Service Desk.
Why Join BCH ICT?
Bedfordshire, Cambridgeshire and Hertfordshire Police form one of the largest and most established collaborations in the UK. This role offers a fantastic opportunity to develop your career within a supportive and forward-thinking ICT environment, with exposure to a diverse technology estate and opportunities to build leadership experience.
Employee Benefits
- 25 days annual leave, rising to 29 after 5 years’ service (plus public holidays)
- Competitive Local Government Pension Scheme
- Access to on-site gym facilities at HQ locations
- Hybrid working arrangements
- Blue Light Card discounts
- Sports and social club membership
- Employee Assistance Programme
Equality, Diversity and Inclusion
Everyone at Bedfordshire, Cambridgeshire and Hertfordshire takes personal responsibility to help create an inclusive workplace, where police officers and staff respect one another, feel valued for their differences and can be themselves. We are committed to providing reasonable adjustments, wherever needed so everyone feels welcome and can flourish.
We are working hard to continue to enhance and increase our diversity across the three forces, where communities are under-represented, including those from Black, Asian and Minority Ethnic communities, people of all ages, abilities, faiths, religions and gender, LGBT communities and those from other disadvantaged or marginalised backgrounds, who share our values and wish to make a difference to the communities we serve.
All applications will be treated on merit, based on the evidence provided in your application and your suitability for the role for which you have applied.
We are a Disability Confident employer offering a guaranteed interview scheme for all candidates with a disability covered by the Equality Act 2010 who meet the minimum entry requirements. Should you require any reasonable adjustments for your application process, please contact the HR Recruitment Centre on 01438 757 777.
Flexible Working
BCH supports agile and flexible working wherever possible. All requests will be considered in line with operational requirements.
Police Barred and Advisory lists
Individuals placed on the Police Barred and Advisory lists will not be considered for employment by the police for a minimum of 5 years from the date of listing in the case of gross misconduct, or 3 years from the date of listing in the case of poor performance.
Vetting and Safeguarding
BCH are committed to safeguarding and operate safer recruitment processes, to ensure a police service that employees are proud to work for because they feel safe, valued and part of a happy and supportive work environment. All employees and volunteers therefore will be subject to background checks including vetting and references. Please be aware the Police Corporate Vetting Unit will undertake security vetting on successful candidates, their family and others that live at their home address, which will include financial checks.
How to Apply
If you are successful, you will be joining one of the most accomplished policing collaborations in the UK where our vision for the future of BCH Policing is exhibited daily across the full breadth of capabilities and functions we deliver.
Please submit your CV along with:
- Evidence of your relevant skills and experience
- A 500-word statement demonstrating how you meet the minimum entry requirements
For further information, please contact Jamie Read (BCH Operations, ICT Service Desk Team Leader) via Jamie.Read@cambs.police.uk
Additional Advert Information
- Internal Applicants
To apply for this role, internal applicants must have successfully completed their probationary period.
If you qualify as an internal candidate within the advertising force, you may upload either your CV or the internal role summary form attached to this advert.
- Vetting Process
Please note that, as part of the vetting process, the BCH Vetting Unit may need to contact your current line manager for a Supervisor Appraisal. This requirement aligns with the 2025 National Guidelines for Vetting (APP 6.5.18).
Examples of when this may apply include:
- Transferring to another force
- Renewing vetting clearance
- Moving into a role requiring MV clearance (even if you currently hold MV clearance)
- Moving into or working in a role involving close contact with vulnerable individuals
If any of the above apply to you, please expect your line manager to be contacted when you submit your vetting application.
- Redeployment and Redundancy
This vacancy is open to employees at risk of redundancy and will remain available to redeployees until a final offer has been agreed and accepted.
Redeployees at risk of redundancy will take priority over all other applicants at any stage of the recruitment process. If successful, redeployees will remain on their home force’s terms and conditions.
- Role Profile
We recommend downloading and saving a copy of the role profile, as it will no longer be accessible once the advert closes.
- Commitment to Inclusion
As a Disability Confident Leader, we are committed to creating an inclusive workplace where everyone feels respected, valued, and able to be themselves. We provide workplace adjustments wherever needed so that all colleagues can thrive.
If you have a disability and meet the minimum criteria for the role, you will be guaranteed an interview under the Offer an Interview Scheme.
