ICT Service Delivery Analyst

Job Title: ICT Service Delivery Analyst

Location: South Wales Police Headquarters, Bridgend, Wales

Salary: £33,915.00 - £39,036.00 per annum

Job Type: Full time, Permanent

Closing Date: 5th July 2024 at 15:00

Are you looking for your next career step?

Do you want to be a part of an Innovative Organisation?

About Us:

South Wales Police is the largest police force in Wales, serving a population of approximately 1.3 million people across an area of 2,117 square miles. We are dedicated to keeping our communities safe and secure, and we rely on cutting-edge technology to support our operations. We have recently invested heavily in our ICT department with exciting new projects and opportunities funded by significant investment. We are going through a period of significant growth and technological change, there has never been a better time to join!

The Role:

We are seeking a skilled and motivated Service Delivery Analyst to join our dynamic ICT Customer Services Team. You will supervise a team of service desk agents, providing direction, support, and guidance to ensure the effective delivery of ICT services. You will be passionate about Customer Services and play an integral role in the delivery of technical solutions to our user base.

Responsibilities:

• Oversee the timely resolution of ICT incidents and service requests, ensuring that they are appropriately logged, categorised, prioritised and escalated as required.
• Oversee and delegate workloads inspiring the team to achieve challenging goals and first-time resolution as the team respond to the needs of customers.
• Foster a customer centric culture within the team, promoting excellent service delivery to users and maintain a high level of user satisfaction.
• Allocate resources effectively to manage the workload, ensuring that service levels are met, and key performance indicators (KPI's) are achieved.
• Continuously review service desk processes, identifying opportunities for improvement and implementing best practices to enhance efficiency and service quality.
• Produce regular reports on service desk performance, trends and user feedback, presenting key findings to management.

Requirements:

• Familiarity with ICT service management tools and incident management processes.
• Solid understanding of IT systems, hardware, software and networking concepts.
• Strong commitment to delivering exceptional customer service and a genuine desire to assist others.
• Good leadership and team management abilities, with the skills to inspire and motivate a team to excel.
• Analytical and proactive problem solving skills, with the ability to handle and resolve complex issues efficiently.

Where you'll fit in:

The ICT Service Delivery Analyst sits within the Service Delivery section of the department and reports to an ICT Senior Service Delivery Analyst. This role is primarily based at our Headquarters in Bridgend, but we do support a hybrid working policy once initial training has been completed.

Benefits Include:

• Training and professional development opportunities
• Local Government Pension Scheme
• 24 days Annual Leave increasing to 29 days after 5 years employment.
• Flexible working dependant of duties
• Free on-site parking
• On site fitness centre and canteen
• Collaborative and supportive work environment.
• Cycle to work scheme.
• Wellness programmes
• SWP Diolch Vectis & Blue light Discount Card
• Opportunity to make a meaningful contribution to public safety and community well-being.

Diversity, Equality & Inclusion:

As a Force, we are committed to developing the overall structure of equality, diversity and inclusion across South Wales Police: in our workforce and in the services we provide.

South Wales Police is an equal opportunities employer and is determined to attract, employ and support a workforce which is representative of the diverse society which it serves.

We are committed to achieving a working environment which is free from any form of harassment, intimidation, bullying or victimisation.

The successful Candidate must be willing to undergo vetting to MV/SC Vetting.

Please note, if you are subject to an ongoing PSD investigation, your appointment or placement in the role may be delayed pending an outcome. Whether the role is held open will be considered on a case-by-case basis

Note: Due to the sensitive nature of the work performed by South Wales Police, all applicants will undergo a comprehensive background check as a part of the recruitment process.

Please click on the APPLY button to apply directly on our website.

Candidates with the relevant experience or job titles of: IT Systems Technician, ICT Technician, IT Systems Support, IT Technician, Information Technology, 1st Line, 2nd Line, Technical Support Engineer, Technical Customer Support, Tech Support Services, Customer Support, Customer Services, Remote Support would be a prime candidate of this role.