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.