IT Service Desk Analyst

Role type

Police Staff

Contract duration

Permanent

Contract type

Full Time

Department

Information Technology

Location

Portishead, Police Headquarters, Valley Road, Portishead- BS20 8QJ

Grade/scale

SC 4

Salary

£27,204 - £29,859

Please note, if this is a paid role and the role is part time then the salary quoted will be pro rata based on the hours worked per annum.

This/These post(s) attract allowances

Shift Allowance, Weekend Working Enhancement

Weekend enhancement

225.22 hours per annum for the 450.45 hours worked

Shift percentage

20%

Hours per week

37

Closing date

19/10/2026, 12:00

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.

• 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.

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.

• 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.

• 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.

• 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.

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.

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…