Service Desk Support Analyst

About the Role

We are seeking two enthusiastic IT Service Support Analysts to join our team and play a vital role in delivering exceptional technical support across a variety of business‑critical applications. As a key first point of contact for officers and staff, you’ll diagnose issues, implement effective first‑line fixes, provide workarounds, and liaise with third‑party providers when escalation is needed. Your expertise will help keep our organisation running smoothly every day.

• Handling IT queries via phone, email, and face‑to‑face appointments with professionalism and confidence.
• Troubleshooting issues, identifying root causes, and delivering first‑line and some second‑line solutions.
• Using tools such as End Point Manager to provide remote support to users across the force.
• Logging and managing incidents and service requests through our ticketing software, ensuring users and IT colleagues stay fully informed.
• Completing essential administrative and maintenance tasks across a range of core and legacy systems.
• Specifying, recommending, configuring, and implementing IT equipment and software in line with corporate requirements and security policies.
• Documenting fixes, solutions, and system needs clearly and accurately to support strong knowledge sharing and organisational memory.

This role is central to ensuring that all users of IT services can perform their duties effectively and without interruption. By resolving issues promptly, communicating positively, and maintaining strong working relationships, you’ll directly support operational teams and contribute to a reliable, efficient IT environment. Your commitment to the force values and Code of Ethics will help uphold the highest standards of professionalism in service to the public.

• Strong customer service skills and a positive, proactive approach to helping others.
• A solid understanding of IT systems, applications, and remote support tools.
• The ability to diagnose issues, provide effective solutions, and elevate appropriately when required.
• Excellent communication skills and the confidence to build strong, supportive working relationships.
• A commitment to teamwork, professional standards, and the principles of the Code of Ethics.
• Good organisational skills and the ability to manage tasks efficiently while maintaining accurate documentation.

Ready to learn more? Please review the full job description and person specification for detailed information about the role, responsibilities, and essential criteria.