Digital Service Desk Analyst

West Yorkshire Police is seeking a Digital Service Desk Analyst to deliver high quality, 24/7/365 first and second line IT support across our complex and dynamic technology estate. In this key role within the Digital Policing Directorate, you will be the first point of contact for our users relating to IT incidents, requests and technical queries helping to keep officers, staff and partner agencies operational around the clock.

You'll provide fast and effective support across desktops, laptops, mobile devices, telephony, audio visual equipment and a wide range of applications used by more than 10,000 users. We’re looking for someone who can work confidently both independently and as part of a busy team, managing a varied workload in a fast‑paced environment.

• Providing 1st and 2nd line support across a wide range of IT systems and devices.
• Logging, managing and prioritising incidents and requests in line with SLA/OLA standards.
• Delivering technical assistance in person, over the phone and via remote tools.
• Troubleshooting and resolving issues across desktops, laptops, mobile devices, printers, telephony and core applications.
• Monitoring system queues to ensure timely responses and service continuity.
• Maintaining and updating knowledge bases and sharing expertise with colleagues.
• Supporting projects, system upgrades and new installations.
• Working with users, internal teams, engineers and suppliers to resolve technical problems.
• Acting as a key contact during major incidents and cyber security threats.
• Carrying out routine maintenance to support system reliability and availability.

• Communicate clearly and concisely with users, colleagues and external suppliers.
• Provide accurate technical advice and support.
• Use diagnostic tools effectively to investigate and resolve issues.
• Work confidently with technical documentation, procedures and standards.
• Manage competing priorities in a fast paced environment.
• Apply ITIL practices across incident, problem and request management.
• Operate both independently and as part of a large Service Desk team.
• Participate in a 24/7/365 rota, including earlies, lates, nights, weekends and bank holidays (when scheduled). Working bank holidays incurs additional compensation.

Shift Allowance 20%, Weekend Enhancements

• Strong working knowledge of a range of computer applications.
• Experience working within a busy technical Service Desk or customer facing environment.
• Excellent customer service and communication skills.
• Technical capability with industry standard equipment and systems.
• Ability to prioritise workload and work effectively both independently and as part of a team.
• Good understanding of ITIL Incident, Problem and Request Management – Desirable.
• Recognised computing qualification (minimum Level
  3) – Desirable.

• Job title:
  
  Digital Service Desk Analyst
• Salary:
  Starting at £41,046.62, progressively rising to £44,131.91 over 4 years (inclusive of 15% weekend enhancement and 20% shift allowance – salary range excluding enhancements is £30,333.00 to £32,613.00).
• Working pattern:
  This post includes working full rotating shifts consisting of earlies, lates, nights, weekends and bank holidays (when scheduled). Working bank holidays incurs additional compensation.
• Contract:
  
  Permanent, full time
• Location:
  
  Dudley Hill Centre, Harry Street, Bradford

• Generous annual leave allowance – 27 days annual leave, rising to 32 days after five years of service, plus some bank holidays (bank holidays to be worked when scheduled, incurring additional compensation).
• Hybrid working, whereby you can work early‑turn shifts from home (after initial training). Lates and nights shifts cannot be worked from home.
• Membership of the West Yorkshire Pension Fund, a secure Defined Benefit CARE (Career Average Revalued Earnings) pension scheme.
• Access to savings, discounts and cashback rewards through staff schemes, including eligibility to become a Blue Light Card member and membership to the Company Shop (membership fees to be paid by employee).
• Access to Employee Assistance Service – accessible 24/7, providing counselling and financial advice for you and your immediate…