IT Service Desk Agent

The role: Join the IT Service Desk team providing first-line technical support to users across the Force. You will be responsible for handling IT enquiries, troubleshooting incidents, resolving routine requests, escalating complex issues and ensuring a high standard of customer service. This is a customer-focused role requiring strong technical knowledge, attention to detail and excellent communication skills., * Act as the first point of contact for IT support requests via phone and other channels

• Log, categorise and prioritise incidents and service requests accurately
• Resolve routine technical issues at first point of contact where possible
• Investigate and troubleshoot IT incidents before escalation
• Escalate complex or critical issues to the 2nd Line Support Team
• Provide advice and guidance to users on IT systems and services
• Support the IT Reception Desk, issuing and receiving devices as required
• Monitor systems and identify potential service-impacting incidents
• Maintain accurate records within Service Desk systems
• Contribute to service improvement initiatives and knowledge sharing
• Support IT surgeries and customer engagement activities when required

Do you have experience in Windows?, * Level 3 qualification in an IT-related subject or equivalent experience

• Experience working in a customer service environment, ideally within IT support
• Experience in an IT technical support or maintenance role
• Good communication and problem-solving skills
• Knowledge of Windows, Microsoft Office and Service Desk technologies
• Ability to deliver excellent customer service in a fast-paced environment
• ITIL Foundation certification desirable
• Understanding of policing environments advantageous, * Level 3 IT qualification or equivalent relevant experience
• Previous experience in IT support, Service Desk or technical support environments
• Strong customer service skills
• Knowledge of Windows operating systems and Microsoft Office applications
• Ability to investigate and resolve technical issues methodically
• Good written and verbal communication skills
• Ability to manage multiple priorities and work effectively under pressure
• Strong attention to detail and accurate record keeping
• ITIL Foundation certification desirable
• Understanding of policing activities desirable
• Ability to pass relevant vetting requirements