IT Service Desk Analyst

IT Service Desk Analyst - £35,820 per annum (including shift allowances)

Are you looking to start your career in IT? Do you have a passion for technology, a relevant qualification, or some experience supporting IT systems and users? If so, we'd love to hear from you.

The IT Service Desk at Avon and Somerset Police provides a responsive 24/7 IT support service to thousands of police officers and police staff, helping to keep critical services running and enabling our teams to serve our communities effectively.

Our Service Desk supports a wide range of technologies including desktops, laptops, mobile devices, telephony, radio systems, networks, body-worn video, Microsoft applications, wireless infrastructure, and much more.

Shift Pattern

This role operates on a rotational shift basis including weekends and bank holidays:

  • Early Shifts: 07:00-16:00 or 07:30-16:30
  • Late Shifts: 12:00-21:00
  • Night Shifts: 21:00-07:00

We also offer a hybrid working arrangement, combining home working with attendance at Police Headquarters, Portishead.

The Role

As an IT Service Desk Analyst, you will be the first point of contact for colleagues requiring IT support. You'll provide excellent customer service while diagnosing and resolving technical issues, escalating more complex incidents when required.

This role is ideal for individuals who enjoy problem-solving, helping people, and developing their technical knowledge in a busy operational environment.

Main Responsibilities

  • Respond to incoming telephone calls, emails and support requests.
  • Log, triage and manage incidents and service requests through to resolution.
  • Deliver outstanding customer service, communicating effectively with users at all levels.
  • Troubleshoot technical issues and minimise service disruption wherever possible.
  • Accurately record actions taken and maintain service desk documentation.

Essential Skills and Experience

  • Previous experience working in an IT environment, providing support to customers or users.
  • Excellent customer service and communication skills.
  • Strong problem-solving abilities and attention to detail.
  • Good organisational skills and the ability to manage competing priorities.
  • Self-motivated, adaptable and eager to learn.

Desirable Skills and Qualifications

  • A qualification in IT, Computing, Digital Technologies, Networking, or a related discipline.
  • Previous experience working within an IT Service Desk, Help Desk or technical support environment.
  • Awareness or knowledge of ITIL principles and best practice.
  • Knowledge of the Service Desk Institute (SDI) framework or SDI-accredited training.

Why Join Us?

This is a fantastic opportunity to build a long-term career in IT within a large and diverse technology environment. You'll gain exposure to a wide variety of systems and technologies while supporting a service that makes a real difference to communities across Avon and Somerset.

Whether you've recently completed an IT qualification, have some hands-on technical experience, or are looking to take your first step into an IT support career, we encourage you to apply.

Important information

In addition to the application form, we also require a copy of your current CV. If you are are unable to upload your CV to your application, please email a copy to:

To be eligible for this role, you must be able to provide a three-year checkable UK history for vetting purposes. Ideally, this means you have been resident in the UK for the last three years.

Base Salary: £27,204 per annum, plus shift allowances, giving a total package of up to £35,820 per annum.

About us

Pension Benefit

A pension that grows with you, whatever stage you’re at

Alongside your salary, you’ll be enrolled in the Local Government Pension Scheme (LGPS), administered by Peninsula Pensions. This is a high-quality defined benefit pension, providing a secure, inflation-linked income for life, based on your earnings and length of service.

If you’re early in your career, it’s a valuable way to start building long-term financial security from day one, with employer contributions that significantly boost the value of every pound you pay in.

If you’re more experienced, the scheme offers a level of certainty and stability that is now rare, helping you plan confidently for the future with predictable retirement income and benefits for your dependants.

Find out more: https://www.peninsulapensions.org.uk/local-government/

Diversity & Inclusion

Diversity is a strength and individuality is an asset. We recognise the benefit different life experience and perspectives can bring.

Click to; find out more about our benefits and culture


Closing Date

We reserve the right to close this vacancy early if we receive a high volume of applications. We encourage interested candidates to apply as soon as possible to ensure their application is considered.

Blended Working/ Hybrid Working

Avon and Somerset Police encourage flexible working where operationally possible.
This role has been identified as a blended role.
The successful candidate for this role will have the opportunity to work from home whilst also at a secondary work location, which will be a police premises. The successful applicant will have the option to discuss working arrangements with their line manager. All applicants must reside within the UK.


Important information before you commence an application (for external applicants)

You will require the following detail to complete this application form:

  • National Insurance Number
  • Identification Detail e.g. passport
  • Address information including proof
  • Referee information
  • Full employment history including dates and any qualifications you may have attained
  • Tattoos - you will also be requested to provide photos and describe of any visible tattoos you have

If the role requires you to drive you will also be required to upload details from your full driving licence including photos.

Important information before you commence an application- for ALL applicants

The application system only remains active on a single page for a period of 60 minutes.

Please ensure you allow time to complete your application fully as part complete pages do not save.

If the role has evidence questions you may wish to save these remotely and paste your answers into the boxes at time of submission.

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