Digital IT Service Desk Analyst - West Yorkshire Police in Bradford

Job title: Digital (IT) Service Desk Analyst Salary: Starting at £30,333.00, progressively rising to £32,613.00 over 4 years. Working pattern: This post is working flexi-time Monday to Friday, excluding bank holidays. Contract: Permanent, full time Location: Dudley Hill Centre, Harry Street, Bradford

Looking to grow your career in IT while making a real operational impact?

West Yorkshire Police is seeking a Digital Service Desk Analyst to deliver high quality, first and second line IT support across our complex and dynamic technology estate.

In this key role within the Digital Policing Directorate, you will be:

• The first point of contact for our users relating to IT incidents, requests and technical queries helping to keep officers, staff and partner agencies operational around the clock.
• You’ll provide fast and effective support across desktops, laptops, mobile devices, telephony, audio visual equipment and a wide range of applications used by more than 10,000 users.
• Can work confidently both independently and as part of a busy team, managing a varied workload in a fast-paced environment.

Role and Responsibilities

You will provide technical support and guidance as part of the Force’s IT Service Desk, ensuring timely, accurate and customer focused service delivery. This includes diagnosing faults, resolving incidents, completing service requests, escalating complex issues and maintaining accurate records. You will also contribute to Digital Policing projects, system upgrades, routine maintenance, knowledge base updates, and continuous improvement activity.

Key duties include:

• Providing 1st and 2nd line support across a wide range of IT systems and devices.
• Logging, managing and prioritising incidents and requests in line with SLA/OLA standards.
• Delivering technical assistance in person, over the phone and via remote tools.
• Troubleshooting and resolving issues across desktops, laptops, mobile devices, printers, telephony and core applications.
• Monitoring system queues to ensure timely responses and service continuity.
• Maintaining and updating knowledge bases and sharing expertise with colleagues.
• Supporting projects, system upgrades and new installations.
• Working with users, internal teams, engineers and suppliers to resolve technical problems.
• Acting as a key contact during major incidents and cyber security threats.
• Carrying out routine maintenance to support system reliability and availability.

Expectations To succeed in this role, you will be expected to:

• Communicate clearly and concisely with users, colleagues and external suppliers.
• Provide accurate technical advice and support.
• Use diagnostic tools effectively to investigate and resolve issues.
• Work confidently with technical documentation, procedures and standards.