Service Desk Agent

Service Desk Agent

We have an exciting opportunity for someone to join our team of Service Desk Agents Analysts where you can develop a broad range of technical skills. The support we provide covers desktop, mobiles, telephony, radio, servers, networks, body worn video cameras, wireless environments and the Microsoft product set, and much more.

We are committed to providing first class IT support to meet the requirements of Avon and Somerset Constabulary.  We are a responsive 24/7 IT service that supports the staff of Avon and Somerset by resolving their IT Issues enabling them to serve our community.

You will be providing technical IT support via the telephone, customer service portals and face to face to Police Officers and Police Staff.  You will be part of a small but dedicated team of professionals reporting to the supervisor and team manager.

Your experience of working in a busy service desk or similar environment, good telephone manner along with your listening and diagnostic skills will be key in ensuring our customers receive an excellent customer experience.  You will be working on a Shift rota basis which covers 24 hours x 7 days per week, 365 days a year.

In this role your Main Responsibilities will be:-

  • Working within a designated team and across virtual teams as necessary.
  • Providing first line technical support across all disciplines.
  • Providing a high standard of customer service, demonstrating the ability to deal with people on all levels in an efficient and courteous manner.
  • Completing planned or scheduled maintenance tasks prioritising work in line with risk and impact service delivery.
  • Providing support and direction to callers, minimising the downtime by solving customer problems where possible and escalating calls as appropriate and ensuring the customer remains updated.
  • Keeping accurate records and documentation up to date and audits are completed as required.
  • Complying with Data Protection Legislation and observe necessary policies and process for protecting confidential and sensitive information.
  • Working to an agreed range of performance outcomes, and to pro-actively recommend service improvement measures. Undertakes developmental or remedial actions as directed in response to review or business feedback.
  • Supporting the strategy of the IT Directorate contributing to the overall strategy and vision of the organisation.

Skills, Experience & Qualifications required:-

  • Experience of working in an IT Environment.
  • Experience of working within customer services.
  • Experience of dealing with people over the phone identifying and solving problems and offering solutions.
  • Experience of maintaining records and updating systems, with a good eye for attention to detail.
  • Experience of using a variety of computer packages.

This role attracts a shift allowance and a weekend enhancement allowance.

What we can offer:-

Our values are key, each and every employee embraces these in everything they do:- CARING. COURAGEOUS. INCLUSIVE. LEARNING.

Our mission is forefront of it all, we are here across the whole of Avon and Somerset to SERVE. PROTECT. RESPECT.

How we reward you is linked to our culture, it’s about more than just salary.

You will have access to free onsite parking, an onsite Gym, a Pension Scheme, a subsidised Canteen and an Onsite COSTA coffee just to name a few. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

In order to apply you must have a 3 year ‘checkable history’ in the UK – ideally this means that you would have been resident in the UK for the last 3 years.

If you are keen to learn and develop your IT skills and experience then this is the role for you.

Click on the blue button below to apply.

Avon and Somerset Constabulary encourage flexible working where operationally possible.  For this role the successful applicant will have the opportunity to work from home, but you will also be allocated a work location at one of our sites and will be expected to attend this work location.  The successful applicant with arrange with line manager working arrangements.   You may be required to travel to other Avon and Somerset sites as required.

We are looking for people who share our values of caring, inclusive, courageous and learning.

To find out more about our Inclusive Culture

To enable us to deliver outstanding policing for everyone, we need people from all backgrounds with a range of professional and life experiences so that we are truly representative of our communities.

Why work for Avon and Somerset Police?

Avon and Somerset Police has gained a reputation as a pioneering and innovative force, responsible for policing a large diverse, multi-cultural population.

If you are looking for a fresh challenge which offers a genuine opportunity to make a real difference to people’s lives, variety and the chance to broaden your experience, then Avon and Somerset is the force for you.

Equality, diversity and inclusion

Avon and Somerset Police are committed to equality, diversity and inclusion.

We are working hard to increase diversity and inclusion within the Constabulary, where communities are under-represented, including those from Black, Asian and Minority Ethnic (BAME) 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 suitability for the role you have applied for.

Flexible working

All requests for flexible working patterns will be considered and will be dependent on the role.

Recruitment and Selection Policy

Internal applicants who are at risk of redundancy or in need of redeployment and pass the selection process, will be offered the role over the remaining internal and external applicants.

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

Avon and Somerset Police 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.

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Job Overview
  • Hours Per Week
  • Salary
    £21,135 - £23,406
  • Job Category
    IT / Technology
  • Disability Confident
Job Location