Service Desk Analyst

📁
IT&D
📅
200000EP Requisition #

Grade: Band C Lower

Salary: £20,619 to £25,380

Closing Date:   21st September 2020


About the role:


The IT & Digital Service Desk aims to provide a range of services to offer a more customer-focused approach. The service desk provides a single route for end users to interact with all IT processes, and handles all incoming Incidents and Service Requests.

 

The role offers the opportunity to develop excellent customer service skills through a significant amount of verbal and written contact with customers across the organisation, using a variety of digital media to prioritise the service requests.

 

With that in mind, we are looking for a reliable, flexible, efficient and self-motivated individual to work as part of a busy Service Desk Team.

 

The successful applicant will be expected to demonstrate:

  • Excellent customer service skills, including a professional and helpful telephone manner
  • Experience in handling customer incidents / service requests via the telephone/email
  • Log / troubleshoot / classify / prioritise / resolve or escalate each call
  • Escalate to management where appropriate
  • Log calls with 3rd party suppliers and manage the  life-cycle of the call
  • Ability to contribute to and work well within a team
  • Able to meet deadlines and cope with fluctuations in workload

Applicants must have good computer knowledge and excellent keyboard skills.

 

Strong verbal and written communication/interpersonal skills are essential. You must have a proactive approach to work and good attention to detail, together with an understanding of the importance of accuracy when undertaking tasks.

 

Desirable Skills: To be familiarize with WMP Corporate Applications.  However, full training will be provided.

 

Applicants must have good computer knowledge and excellent keyboard skills.

 

Strong verbal and written communication/interpersonal skills are essential. You must have a proactive approach to work and good attention to detail, together with an understanding of the importance of accuracy when undertaking tasks.

 

Desirable Skills: To be familiarize with WMP Corporate Applications.  However, full training will be provided.


Desirable qualification: ITIL V3 or V4 Foundation


West Midlands Police are currently undertaking a long term review of staff pay and conditions.  The grade, pay and other terms of employment are therefore subject to review and may change in the future. 


West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions.  As part of our commitment we operate a Guaranteed Interview Scheme - all candidates who declare a disability and meet the essential criteria for the role will be guaranteed an interview.


"Diversity and Inclusion Vision:  Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"


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Phone: 0121 626 5100