SYP - Service Delivery Analyst (Service Desk)

South Yorkshire Police

  • Melton, Suffolk
  • £26,487-29,085 per year
  • Temporary
  • Part-time
  • 13 days ago
We are currently looking to recruit a Service Delivery Analyst to work on our internal IT Service Desk, based at Melton 1 Police Building, Hull on a temporary basis for 12 months.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 are:
  • Providing 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.
  • Providing and promoting a quality standard of customer care that in turn improves customer perception and satisfaction.
  • Liaising with other IS practitioners and specialist functions.
  • Performing incident and problem management functions in accordance with the associated process.
  • Responsibility for effectively managing customer expectations.
  • Setting the organizational standard for customer engagement.
  • Serving as a communication channel between customers and the IT organization.
  • Providing a first contact/first line resolution for customers wherever possible to support the shift left approach.
  • Acting 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.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:
  • 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: Laura Dunraven via emailClosing Date: 26th May 2024Shortlisting: week commencing 27th May 2024Interviews: week commencing 3rd June 2024Closing 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 onIn 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.

South Yorkshire Police