IT Service Desk Analyst – Collaborative

Essex Police

. Provide first-line technical support and maintenance services .

Posted 11/11/2026full-timeChelmsford • United KingdomMid-LevelSenior💰 £31,959 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing first-line technical support and incident management while delivering high-quality customer service. Proficient in utilizing ITIL processes and tools like Hornbill for effective issue resolution and service continuity.

Highest-signal resume keywords

First-Line Technical SupportIncident ManagementCustomer ServiceITIL AccreditationHornbill Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Desk ManagementIncident LoggingProblem SolvingMS Office ProficiencyEmail Client Knowledge

Soft Skills

Strong Communication SkillsAttention to DetailPersonal MotivationAnalytical ThinkingTeam Collaboration

Certifications & Qualifications

ITIL Accreditation

Industry Keywords

Kent PoliceEssex PoliceTechnical SupportService ProvisionCustomer Interaction

About the role

Key responsibilities & impact

Provide first-line technical support and maintenance services
Act as the first port of call for customers in Kent Police, Essex Police and organisations with contracted service provision
Receive and manage approximately 400 contacts per day
Identify, prioritise and allocate incidents and requests to relevant internal and external support teams
Resolve issues involving IT equipment, systems, services, installed applications, collaboration and software management
Deliver high-quality customer service
Maximise effective use of systems and minimise the impact of service disruption for users
Work Monday to Friday on a rota covering 07:00–17:00
Regularly attend Chelmsford HQ or the designated North Kent Team Zone, depending on appointment location and agreed working arrangements

Requirements

What you’ll need

Experience of working in a support role in a team environment
Experience supporting design, development, testing and implementation activity
Strong communication skills, especially in customer service and working with others at all levels
Ability to deliver advice, information, updates and training to solve issues
Personal motivation and drive
Logical, analytical approach to problem solving
Attention to detail
Understanding or knowledge of MS Office
Understanding or knowledge of email clients
Service desk and incident management experience
Experience using Hornbill for logging, updating and closing incidents is desirable
ITIL accreditation or understanding of ITIL processes and methodology is desirable
Applicants must meet vetting and security clearance requirements
UK residency and continuous residence in the UK for the last three years; applicants from outside the UK must have indefinite leave to remain and no restrictions
Applicants from the UK must also have lived in the UK continuously for the last three years, with an exception for those serving abroad in the British Armed Forces

Benefits

Comp & perks

Home working flexibility
Flexible place of work arrangements
Reasonable adjustments to the selection process, working arrangements and/or working environment
Diverse and inclusive workplace
Support networks and DE&I support
Permanent employment