IT Service Desk Agent
Job Ref: BL 374873
Pay Rate: £13.44 per hour PAYE
Hours per week: 37 Monday – Friday, 07:00-15:00/8:00-16:00/9:00-17:00
Office based
Candidates are to undertake NPPV Level 2 vetting if successful
This opening assignment is for 6 months
Cheshire CW7 2UA
Summary of what the candidate must have to apply:
- 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
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.
Key accountabilities:
- 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
Requirements/key criteria:
- 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
How to Apply
- Quote the Job Title and Reference Number in your application.
- Submit your CV in Word format.
- Applications are reviewed on a rolling basis—early submission is recommended.
We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.
If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.
Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV. 