Find More Than 10K+
United Kingdom Jobs

Salary £25,707 – £27,690 per annum (Increasing to £25,920 – £27,918 from September 2023 following a transitional pay award period)

Location: Hybrid – Working predominantly from home, with occasional days in Forth Banks Police Station

Ever wondered what it is like working behind the scenes for one of the UK’s largest Police Forces? Here at Northumbria Police, we are extremely excited to be able to offer an amazing opportunity to come and join us, in our Digital Policing department.

Agile working patterns apply to this position where informal agile working arrangements will be available as agreed with the vacancy manager and in line with the requirements of the role.

What do I need?

• Current experience of providing first line support, including providing advice and support with software solution and end user devices.
• A good understanding of the Windows operating system, M365 applications and desktop/web applications.
• The ability to quickly understand new hardware and software applications, using excellent critical thinking skills to resolve incidents.
• Demonstrate an enthusiastic outgoing approach to customer service, with a logical approach to problem solving at first line investigation.
• Excellent written and verbal communication skills, to support end users during the initial investigation and fault-finding process.
• The ability to provide all end users with an exceptional level of customer service, supporting them in their use of technology.
• The ability to proactively assess the impact and urgency of Incidents and Requests, and ensure accurate records are created for our Service Management system.

The Service Desk Team currently work a 5-week shift pattern, including one weekend. Currently this pattern covers 7am – 5pm, 7 days a week, however this is under review as part of continual improvement to support our front-line teams.

The Role:

Digital Policing are looking for Service Desk Advisors to join the established Service Desk team. This role plays a key part of our Service Delivery function, providing an outstanding level of first line technical support and customer service to our officers, staff, and volunteers.

Joining Digital Policing as a Service Desk Advisor provides you with the opportunity to develop your skills, knowledge and experience, alongside exciting opportunities to achieve your professional aspirations within our department.

What will I be doing?

• You will provide outstanding first line technical support to our colleagues, ensuring incidents, problems and requests are progressed, in line with agreed Service Level Agreements (SLAs).
• You will support effective incident root cause analysis, with the aim of minimising the impact to operational and enabling services, through the prompt restoration of service.
• You will collaborate with colleagues across Digital Policing, working as one team to resolve issues and restore service at the earliest possible opportunity.
• You will proactively manage and improve the knowledge base and documentation, sharing with colleagues to improve the knowledge across the team.

For further information, please see the Role Profile.docx

Benefits

• 24 days’ leave, excluding bank holidays, increasing to 29 days for 5 years+ service
• Enhanced Maternity, Shared Parental and Adoption leave
• Agile working – option to work from home, your team zone, and spaces across the force
• Fantastic market leading public sector pension scheme with a 16% employer contribution
• Our faith rooms give you a private space to reflect and observe religious practice
• Corporate Travel schemes – local rail, bus services and metro
• Access to Private Healthcare and Eye Test Vouchers
• Discounts on shopping and eating out thanks to the Blue Light Card and Blue Light Tickets
• Also, to take care of your physical and mental well-being, we have invested in extensive paid sick leave, trained mental health first aiders on-site, an employee advice service and access to gyms in some stations
• Sports & Social Club – join our thriving sports scene at Team NP and enjoy further exclusive discounts on days out and travel
• Cycle to work scheme

Terms and Conditions

Vetting Level - Recruitment Vetting (RV)

Applicants must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance, medical information, and references.

If you have any queries regarding the application process, please contact the Talent Acquisition Team by email at [email protected]

All staff including those appointed on fixed term contracts must successfully complete their probationary period before they are eligible to apply for a Northumbria Police vacancy.

For further information regarding the above post, please contact Sean White, Digital Police Service Manager by email at [email protected]