POLICE STAFF JOB DESCRIPTION
SECTION 1
JOB TITLE
Service Desk Analyst (Multiple
Posts)
DIVISION/DEPARTMENT
ICT
REPORTS TO (POST TITLE)
Service Desk Team Leader
WORK LOCATION
Fettes, Edinburgh
REF NO
R210/20
GRADE
5
SECTION 2
JOB PURPOSE
To provide 1st line technical and system support as part of providing an excellent
customer service to all users across Scotland included within SPSA.
To be involved in all aspects in the Operation of the ICT Service Desk.
To provide professional advice, problem solving and fault resolution in accordance
with the Business Requirement.
To help in maintain service continuity over a 24 hour period.
•
One of 22 staff across 2 physical site in Edinburgh and Glasgow.
•
Provide 24/7 365 cover for first line ICT support throughout Scotland.
•
Support overall operations for service continuity.
SECTION 3
1. To be responsible for all IT enquiries by telephone, e-mail and/or face to face to
troubleshoot incidents and provide high quality support and expertise in
accordance with SLA’s. Monitoring outstanding incidents to ensure that third
party SLA’s are being met, including with the Service Desk Team Leader and
Senior Management.
2. To create and reset system passwords when required and to ensure that
security of information and system access level are maintained at all times.
3. To provide an analytical role and assistance in the provision of service delivery
data in line with SLA’s. To produce management information reports as
requested by the Service Desk Team Leader.
4. To produce and update troubleshooting guides for incident resolution.
5. To assist with the construction of a knowledge base to facilitate future problem
solving.
6. To update and maintain ICT Asset Registers.
7.
To prioritise workloads according to current SLA’s.
8. To monitor internal and third party workloads ensuring that all SLA breaches are
escalated to Line/Senior Management.
9. To operate within a 24/7 hour 365 day shift rota.
10. To provide a high quality of 1st line support and advice to all users nationwide.
11. To resolve incidents as quickly and efficiently as possible taking responsibility
for all incidents, from initial contact to completion.
12. Advise users in aspects of ICT and to process all change requests and service
requests.
13. Continual monitoring of all applicable ICT systems and applications to ensure
system continuity.
14. Will be responsible for assessing and self-managing risk within all aspects of
the role.
The above accountabilities and responsibilities are not exhaustive, and the
Jobholder may be required to undertake additional duties that are consistent with
the level and grading of the role.
SECTION 4
LOCATION:
Fettes, Edinburgh
GRADE:
5
ATTRIBUTES:
ESSENTIAL:
DESIRABLE:
ATTAINMENTS
EDUCATIONAL /
OCCUPATIONAL
HNC
PERSONAL
QUALITIES
Excellent communications
skills and the ability to
function as
Liaising with all service
lines/sections including peers
and managers
part of a team or on your
own
Knowledge of Microsoft
office software packages
such as
Word, Excel and Outlook
Experience of liaising with
internal and external
suppliers
Knowledge of ITIL best
practices
within ICT in relation to fault
progression and
operational activities
Provide technical advice
(software and hardware) and
service request completion to
all users
Liaise with all third party
contacts in relation to fault
reporting, progression and
repair to ensure
service quality is maintained
SPECIAL
APTITUDES
CIRCUMSTANCES
A DRIVING LICENCE IS:
Not required
ANY SPECIAL REQUIREMENTS PERTINENT TO THE POST:
No
ADDITIONAL INFORMATION
This full time post is permanent and requires management vetting. You will work and
average of 35 hours per week on a rotational shift pattern – please refer to the shift
pattern below for more detail.
The following essential competencies will be used for the selection process:
1. Respect for Diversity
2. Service Delivery
3. Personal Effectiveness
4. Effective Communication
5. Team Working
6. Problem Solving
7. Job Knowledge
8. Personal Awareness
Week Day DOW
Shift Start Shift End Meal Break Deduction Exempt Meal Break Start Meal Breal End 1 1 Mon 22:00:00 07:00:00 02:30:00 03:30:00 1 2 Tue 22:00:00 07:00:00 02:30:00 03:30:00
1 3 Wed 22:00:00 07:00:00 02:30:00 03:30:00 1 4 Thu 22:00:00 07:00:00 02:30:00 03:30:00 1 5 Fri RD RD RD RD 1 6 Sat RD RD RD RD 1 7 Sun RD RD RD RD 2 1 Mon 13:15:00 22:15:00 17:45:00 18:45:00 2 2 Tue 13:15:00 22:15:00 17:45:00 18:45:00 2 3 Wed 13:15:00 22:15:00 17:45:00 18:45:00 2 4 Thu RD RD RD RD 2 5 Fri RD RD RD RD 2 6 Sat 06:45:00 15:30:00 11:07:30 12:07:30 2 7 Sun 06:45:00 15:30:00 11:07:30 12:07:30 3 1 Mon 06:45:00 15:30:00 11:07:30 12:07:30 3 2 Tue 06:45:00 15:30:00 11:07:30 12:07:30 3 3 Wed RD RD RD RD 3 4 Thu RD RD RD RD 3 5 Fri 22:00:00 07:00:00 02:30:00 03:30:00 3 6 Sat 22:00:00 07:00:00 02:30:00 03:30:00 3 7 Sun 22:00:00 07:00:00 02:30:00 03:30:00 4 1 Mon RD RD RD RD 4 2 Tue RD RD RD RD 4 3 Wed RD RD RD RD 4 4 Thu 13:15:00 22:15:00 17:45:00 18:45:00 4 5 Fri 13:15:00 22:15:00 17:45:00 18:45:00 4 6 Sat 13:15:00 22:15:00 17:45:00 18:45:00 4 7 Sun 13:15:00 22:15:00 17:45:00 18:45:00 5 1 Mon RD RD RD RD 5 2 Tue RD RD RD RD 5 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 5 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 5 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 5 6 Sat 07:15:00 16:00:00 11:37:30 12:37:30 5 7 Sun 07:15:00 16:00:00 11:37:30 12:37:30 6 1 Mon RD RD RD RD 6 2 Tue RD RD RD RD 6 3 Wed 06:45:00 15:30:00 11:07:30 12:07:30 6 4 Thu 06:45:00 15:30:00 11:07:30 12:07:30 6 5 Fri 06:45:00 15:30:00 11:07:30 12:07:30 6 6 Sat RD RD RD RD 6 7 Sun RD RD RD RD 7 1 Mon 07:15:00 16:00:00 11:37:30 12:37:30 7 2 Tue 07:15:00 16:00:00 11:37:30 12:37:30 7 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 7 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 7 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 7 6 Sat RD RD RD RD 7 7 Sun RD RD RD RD 8 1 Mon 06:45:00 15:30:00 11:07:30 12:07:30 8 2 Tue 06:45:00 15:30:00 11:07:30 12:07:30 8 3 Wed 06:45:00 15:30:00 11:07:30 12:07:30 8 4 Thu 06:45:00 15:30:00 11:07:30 12:07:30
8 5 Fri 06:45:00 15:30:00 11:07:30 12:07:30 8 6 Sat RD RD RD RD 8 7 Sun RD RD RD RD 9 1 Mon 22:00:00 07:00:00 02:30:00 03:30:00 9 2 Tue 22:00:00 07:00:00 02:30:00 03:30:00 9 3 Wed 22:00:00 07:00:00 02:30:00 03:30:00 9 4 Thu 22:00:00 07:00:00 02:30:00 03:30:00 9 5 Fri RD RD RD RD 9 6 Sat RD RD RD RD 9 7 Sun RD RD RD RD 10 1 Mon 13:15:00 22:15:00 17:45:00 18:45:00 10 2 Tue 13:15:00 22:15:00 17:45:00 18:45:00 10 3 Wed 13:15:00 22:15:00 17:45:00 18:45:00 10 4 Thu RD RD RD RD 10 5 Fri RD RD RD RD 10 6 Sat 07:15:00 16:00:00 11:37:30 12:37:30 10 7 Sun 07:15:00 16:00:00 11:37:30 12:37:30 11 1 Mon 07:15:00 16:00:00 11:37:30 12:37:30 11 2 Tue 07:15:00 16:00:00 11:37:30 12:37:30 11 3 Wed RD RD RD RD 11 4 Thu RD RD RD RD 11 5 Fri 22:00:00 07:00:00 02:30:00 03:30:00 11 6 Sat 22:00:00 07:00:00 02:30:00 03:30:00 11 7 Sun 22:00:00 07:00:00 02:30:00 03:30:00 12 1 Mon RD RD RD RD 12 2 Tue RD RD RD RD 12 3 Wed RD RD RD RD 12 4 Thu 13:15:00 22:15:00 17:45:00 18:45:00 12 5 Fri 13:15:00 22:15:00 17:45:00 18:45:00 12 6 Sat 13:15:00 22:15:00 17:45:00 18:45:00 12 7 Sun 13:15:00 22:15:00 17:45:00 18:45:00 13 1 Mon RD RD RD RD 13 2 Tue RD RD RD RD 13 3 Wed 06:45:00 15:30:00 11:07:30 12:07:30 13 4 Thu 06:45:00 15:30:00 11:07:30 12:07:30 13 5 Fri 06:45:00 15:30:00 11:07:30 12:07:30 13 6 Sat RD RD RD RD 13 7 Sun RD RD RD RD 14 1 Mon 07:15:00 16:00:00 11:37:30 12:37:30 14 2 Tue 07:15:00 16:00:00 11:37:30 12:37:30 14 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 14 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 14 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 14 6 Sat RD RD RD RD 14 7 Sun RD RD RD RD 15 1 Mon 07:15:00 16:00:00 11:37:30 12:37:30 15 2 Tue 07:15:00 16:00:00 11:37:30 12:37:30 15 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 15 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 15 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 15 6 Sat RD RD RD RD
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