Are you an enthusiastic IT/Digital service management professional looking for your next challenge? Would you like to join a growing Digital Policing team, supporting our #TeamNP colleagues to deliver an outstanding policing service? 

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

In return for your dedication and experience, we offer 23 days’ leave, excluding bank holidays, increasing to 28 days for 5 years+ service.  We support our people inside and out of work – offering a very competitive pension scheme, childcare vouchers, and discounts on shopping and eating out thanks to the Blue Light Card. And to take care of your physical and mental well-being, we’ve invested in trained mental health first aiders on-site, an employee advice service and access to gyms in some stations. 

You will provide outstanding customer service and technical support to our colleagues, ensuring incidents, problems and requests are managed effectively, in line with agreed Service Level Agreements (SLAs).

You will proactively monitor Service Desk demand, ensuring the appropriate level of resourcing is in place to meet or exceed Key Performance Indicators (KPI).

You will proactively build and maintain relationships with colleagues across Digital Policing, working as one team to resolve issues and restore service at the earliest possible opportunity.

You will drive and coordinate 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 proactively manage and improve the knowledge base and documentation, working with colleagues across Digital Policing to empower the Service Desk, improve first line fix, leading to an improved Digital support service.

You will perform proactive quality assurance checks ensuring records in the ITSM tool are created, managed and resolved to the required standard. Where issues are identified, you will take the appropriate action to improve quality standards.

• Experience working in a service orientated environment, with an awareness and exposure to ITIL Service Management practices (ITIL Foundation v4 training will be provided).
• Experience proactively managing incidents and requests in line with SLA. 
• The ability to assess and prioritise incoming demand in support of operational priorities.
• A demonstrable passion for customer service, alongside a “can do” attitude aligned to the Northumbria Police Core Values.
• Excellent communication skills with the ability to build and maintain effective relationships.
• Experience of managing a team including their development, wellbeing and performance.
• Experience supporting and troubleshooting issues with a range of software and hardware.
• Experience supporting and administering Microsoft 365 collaboration tools would be beneficial.