Vacancy Information
Division / Department - Digital Data & Technology
Grade - Grade 11
Status - Full Time
Contract Type - Permanent
Salary Grade Range - £39,813 - £43,920
Working Hours - 37.0 Hours per Week
Shift Allowance - No
Politically Restricted - No
Location - Sussex Police Headquarters, Lewes
The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.
Chief Constables' Message
We really welcome your interest in joining our Police Force. It is a privilege to lead the teams in Surrey Police and Sussex Police who continuously work selflessly and tirelessly in order to keep people in our counties safe.
We are looking for talented and inspirational people who put the needs of the public at the heart of everything that they do and who want to make a difference. If you feel you are that person then we want to hear from you.
We wish you all the very best with your application.
Chief Constable Tim De Meyer & Chief Constable Jo Shiner
The Role & Key Responsibilities
The Role
We are looking for a customer focused individual to work as the Senior Service Desk Analyst to help deliver a 1st class IT Service Desk service, based at Sussex Police Headquarters in Lewes. The role involves a wide array of software and hardware support and we endeavour to resolve as much as possible 1st line. The successful applicant will require: -
• Excellent customer service skills, assisting the team in dealing with requests from customers via multiple sources.
• Excellent team working skills in order to support the team and the ability to convey technical information in an easy to understand manner to all levels.
• Excellent documentation skills, as will be required to ensure that the team have the required information that they need carry out their role.
• Excellent communication skills, as they will need to liaise with 2nd line teams and project teams to obtain this information.
• Other duties of the team include (but are not limited to) user account administration, activation of callout processes out of hours and the monitoring of high priority systems.
The role of the Joint IT Service Desk team is a significant one supporting both Sussex Police and Surrey Police, ensuring that user requirements or issues are recorded, triaged and resolved or transferred for additional work.
Key Responsibilities
- Looking ahead and identifying the root cause of recurring problems through monitoring trends and incidents in order to reduce or eliminate recurrences.
- Positively improving service management, creating headroom for IT through applying problem management, maintenance and futures / possibilities thinking.
- Contributing to growing the organisational knowledge base and driving continuous improvement by supporting the development of colleagues to increase their technical and managerial capabilities through shared and developed knowledge.
- Ensuring that own work and that of others is of appropriate quality and alignment and to take personal responsibility for developing behaviours, RACI competencies and technical skills area expertise.
- Maintain effective communication with all stakeholders.
- Personal initiative is required as not all circumstances or eventualities will have occurred previously or be documented.
- Undertake additional work / assignments as may be assigned by supervisors and management from time to time in order to support and enhance the smooth operation of the IT department and its area of responsibility.
SFIA Skills
Customer Service Support – Level 3
Incident Management – Level 4
Problem Management – Level 4
Knowledge Management – Level 3
The below Corporate Videos give you some indication as to what the successful candidate would be helping to support:-
Skills & Experience
- To have the ability and aptitude to motivate, support and develop staff.
- Knowledge of ITIL based IT operations.
- Awareness of networking and digital communication
- Extensive experience in the provision of 1st line customer service.
- Proven experience in understanding the needs of customers and keeping them in mind when making decisions or taking actions.
- Demonstrable experience in using analytical thinking and problem solving skills to acquire a proper understanding of the problem or situation by breaking it down systematically, identifying relationships, selecting appropriate methods for resolution and reflecting on the result to ensure that learning is identified and absorbed.
- Excellent communication skills with the ability to converse with customers of differing technical abilities and skills, departmental staff and management at all levels.
- Excellent attention to detail and team working skills.
- Good personal organisation skills and time management with experience of being flexible and working with fluctuating and conflicting demand.
- Demonstrable experience of using own initiative to make decisions when under pressure.
Why Work With Us?
Policing is an exciting 24/7 business and we all have commitments outside work. We’re invested in supporting people to balance their life with work and we encourage flexible working. We are open to conversations about job shares and part time working. We encourage agile working, giving you the opportunity to manage your own diary and work wherever you give the best service to the public. This may include flexi-time and home working.
We take pride in looking after our people and offer a variety of benefits;
• career progression
• contributory pension scheme (LGPS)
• generous annual leave allowance
• discounts for everyday spend
• on-site gyms and a range of sports clubs
• generous and supportive parental leave
• financial and mental wellbeing guidance and support
• discounted contributory healthcare scheme
Please use the following links for more information on the benefits of working with Surrey Police or Sussex Police
Further Information
For further information relating to this role please contact Jon Thayer, Joint IT Service Desk Manager - Jonathan.Thayer@sussex.police.uk or Simon Wales, Service Centre Manager – Simon.Wales@sussex.police.uk.
Diversity Statement
We are only as good as our people. It's important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach, and the skills that diversity brings; all of which help us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.
We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of Disability Confident, hold Race Equality Matters Trailblazer status, are a signatory of the Race at Work Charter and are aligned with the Armed Forces Covenant and the HeForShe movement.
We are committed to being an anti-racist police service. We promise to challenge injustice, ensure fairness and to uphold anti-racist principles in both our organisation and our communities. For more information, you can read our full anti-racism statement here.
We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status, or religious belief, we would love to hear from you.
Please use the following links to find out more on Equality, Diversity and Inclusion at Surrey Police and Sussex Police
Additional Information
Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding noreply@surreysussexpolice.as.recruitmail.com to your address/contact list to ensure you receive all communications.
This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.
Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;
- vacancies in collaborated units are available to all officers and staff across both Forces
- vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally
- if the vacancy is advertised externally and an officer or member of staff from the other Force is successful it will result in a transfer of employment
Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.
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