Service Desk Analyst
Grade: SCALE 5
Role code: EL0207
Status: Police Staff
Main purpose of the role:
Provide first line technical advice and guidance to users throughout the Force (ITIL Incident Process), monitoring the Forces systems and data networks and taking action to resolve faults and problems, including channelling requests for help to appropriate functions for resolution, in order to maximise the effective use of systems and deliver optimum operational and business benefits to the Force and to other external agencies/organisations who are provided a contracted IT service.
- Undertake routine aspects of call management as required, including the logging, management of requests, and the management of job queues, including the prioritisation of calls, providing feedback to customers and referring more complex calls to the Team Leader/Senior Service Desk Analyst as appropriate, ensuring the provision of a high quality service and that calls are dealt with in accordance with agreed practices and timescales.
- Provide initial first line desktop and telecom support, undertaking network and system monitoring and maintenance in accordance with current procedures, evaluating problems, fault diagnosis and escalating calls of a more complex nature to the Team Leader/Senior Service Desk Analyst, in order to satisfy the needs of users and provide a high quality of customer service.
- Assist with the co-ordination of outstanding or open calls for the team, monitoring the progress of calls, chasing for results as appropriate, escalating issues of concern or delay to the Team Leader/Senior Service Desk Analyst, in order to manage service levels effectively and match customer expectations.
- Initiate specified system changes under direction, adding new accounts, updating of systems, authorised password changes, maintaining and developing a working knowledge of the systems and technology being utilised, in order to assist users and maintain access to systems for authorised personnel.
- Invoke call out procedures for repairs and maintenance to systems as directed, logging faults, assisting with fault resolution and access to documentation, maintaining comprehensive records and monitor the performance of systems and contractors, in order to maximise system availability and compliance with security guidelines.
- Collect and input data to the Call Management System, produce statistics and generate system reports, in order to provide effective management information that will highlight problem areas and establish trends.
- Undertake general maintenance duties, including the scheduling of system backups, transferring tapes, restoring data, record keeping and clearing documentation, in order to ensure the security, integrity and efficiency of computer operations.
- Perform a range of administrative duties, including the maintenance of training accreditation and authorisation/access records, basic database administration, liaison with other ISD teams and Suppliers, to ensure the efficient running of the Service Desk.
Management Vetting required.
The Service Desk Analyst will require a minimum of one years previous experience of working with computer hardware and software. They will have a good standard of general education to A level standard with an appropriate NVQ in a computer related subject. Possession of the ITIL Foundation Certificate is desirable.
The post holder will require a sound knowledge of the Forces IT infrastructure including servers, databases, LAN/WAN and enterprise applications. Familiarity with information system components is necessary. They must be able to understand and follow technical service desk procedures. A sound knowledge and understanding of networks to assist with the identification of local failure is essential. The post holder will possess a detailed knowledge of office software products and have the ability to manage data files and file structures.
They will be familiar with the process of IT equipment / software installation, commissioning and testing. In addition he/she must have an appreciation of the basic use and application of a wide range of technology including desktop/mobile data and communications technology, in a client-server environment, including but not limited to office automation or productivity packages such as MS Office and email clients.
Customer service skills are integral to this role, with the post holder needing to support customers through fault resolution and being able to advise on a wide range of IT issues and problems. Good communication and interpersonal skills, accuracy and attention to detail is essential. The post holder will have a high level of proficiency in maintaining approved working practices, systems and standards associated with the work of the Service Desk.
Analyse Critically (Level 1)
I recognise the need to think critically about issues. I value the use of analysis and testing in policing. I take in information quickly and accurately. I am able to separate information and decide whether it is irrelevant or relevant and its importance. I solve problems proactively by understanding the reasons behind them, using learning from evidence and my experiences to take action. I refer to procedures and precedents as necessary before making decisions. I weigh up the pros and cons of possible actions, thinking about potential risks and using this thinking to inform our decisions. I recognise gaps and inconsistencies in information and think about the potential implications. I make decisions in alignment with our mission, values and the Code of Ethics.
Collaborative (Level 1)
I work cooperatively with others to get things done, willingly giving help and support to colleagues. I am approachable, and explain things well so that I generate a common understanding. I take the time to get to know others and their perspective in order to build rapport. I treat people with respect as individuals and address their specific needs and concerns. I am open and transparent in my relationships with others. I ensure I am clear and appropriate in my communications.
Deliver, Support and Inspire (Level 1)
I take on challenging tasks to help to improve the service continuously and support my colleagues. I understand how my work contributes to the wider police service. I understand it is part of my collective responsibility to deliver efficient services. I take personal responsibility for making sure that I am working effectively to deliver the best service, both individually and with others. I am conscientious in my approach, working hard to provide the best service and to overcome any obstacles that could prevent or hinder delivery. I support the efficient use of resources to create the most value and to deliver the right impact. I keep up to date with changes in internal and external environments. I am a role model for the behaviours I expect to see in others and I act in the best interests of the public and the police service.
Emotionally Aware (Level 1)
I treat others with respect, tolerance and compassion. I acknowledge and respect a range of different perspectives, values and beliefs within the remit of the law. I remain calm and think about how to best manage the situation when faced with provocation. I understand my own emotions and I know which situations might affect my ability to deal with stress and pressure. I ask for help and support when I need it. I understand the value that diversity offers. I communicate in clear and simple language so that I can be easily understood by others. I seek to understand the thoughts and concerns of others even when they are unable to express themselves clearly.
Innovative and Open-minded (Level 1)
I demonstrate an openness to changing ideas, perceptions and ways of working. I share suggestions with colleagues, speaking up to help improve existing working methods and practices. I constantly reflect on my own way of working and periodically review processes and procedures for continuous improvements. I adapt to change and am flexible as the need arises while encouraging others to do the same. I learn from my experiences and do not let myself be unduly influenced by preconceptions.
Take Ownership (Level 1)
I actively identify and respond to problems. I approach tasks with enthusiasm, focusing on public service excellence. I regularly seek feedback to understand the quality of my work and the impact of my behaviour. I recognise where I can help others and willingly take on additional tasks to support them, where appropriate. I give feedback to others that I make sure is understandable and constructive. I take responsibility for my own actions, I fulfil my promises and do what I say I will. I will admit if I have made a mistake and take action to rectify this. I demonstrate pride in representing the police service. I understand my own strengths and areas for development and take responsibility for my own learning to address gaps.
I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.
I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.
Public Service (Accredited)
I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.
I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.
Customer Services (Level 3)
Responds promptly and effectively to requests for assistance from customers, establishing and checking their service requirements.Understands the importance of completing accurate customer records and provides them with accurate and up to date information. Works well with others to improve standards of service and gathers information on customer feedback both positive and negative. Confident in face to face and telephone encounters with customers, accurately gauging needs and feelings through observation of behaviour and sensitive questioning. Is helpful and courteous at all times and remains calm, minimising potential conflict situations.
Health & Safety (Level 3)
Has a basic understanding of Health and Safety issues affecting the current role and working environment. Takes responsibility for personal safety and the safety of others. Aware of hazards and reports problems identified to line manager. Understands and minimises the physical risk of injury through the use of proper manual handling procedures.
Know. of Police Environment & Policy (Level 3)
Has a basic awareness of current policing issues, the environment in which Kent Police and / or Essex Police operate and developments in the way the County is policed. Possesses sufficient knowledge of the roles of the various Areas / Departments, organisation structures and police systems to operate effectively. Understands appreciates and adheres to working procedures, practices and policies relevant to the current role. Familiar with Force goals and local business plan objectives.
Mgmt of Police Information (MOPI) (Level 3)
Has a basic understanding of the APP for Information Management (incorporating MOPI guidance) and its practical application. Recognises when there is a policing purpose to record information. Is familiar with the NPCC Retention Schedule. Takes personal responsibility to ensure information is recorded accurately and is retained for as long as it has a policing purpose and is stored in such way to allow it to be accessed by those with legitimate reason. Securely disposes of material which no longer has a policing purpose. Has successfully completed all standard relevant Information Management and Security, training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents.
Risk Management (Level 3)
Demonstrates an awareness of personal risk management issues, challenges or difficulties likely to affect the post holder in the execution of their duties. Able to anticipate risks likely to affect their work and knows how to communicate the likelihood and possible impacts of such events to line managers or supervisors.