Service Desk Team Leader - Leicester, United Kingdom - National Crime Agency

National Crime Agency

Verified Company

Leicester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Details:

Reference number:

Salary:

- £28,840- 24/7 shift workers receive a 20% uplift to salary. Day workers may also be asked to provide cover for 24/7 colleagues and they will receive a 20% uplift for that period on a pro-rata basis.

Job grade:

Executive Officer
NCA Grade 5 / Police Constable
Contract type:
Permanent
Type of role:
Contact Centre
Information Technology
Working pattern:
Fulltime
Number of jobs available:
1Contents

Location

About the job

Benefits:

Things you need to know

Location

LeicesterAbout the job

Job summary:

Service Desk Analyst (24/7 and Day Teams)

We have opportunities for both 24/7 shift workers (who receive a 20% uplift to salary) and day workers.

Day workers may also be asked to provide cover for 24/7 colleagues and they too will receive a 20% uplift for that period.

Both teams provide the same support to colleagues, though demand and our focus alters outside of normal working hours.

Job description:

The department manages and supports internal IT services that are either specialist or operational on a 24/7 basis (we have opportunities for both 24/7 and day workers).

The first point of contact is the Service Desk who own the issue or request and will drive it to completion within the department or beyond to our suppliers.

The aim is to maintain service provision, providing officers access to what they need, when they need it, wherever they are.

Enabling officers to carry out their work and protect the community from Harm. Support for the Agency by the Agency

As part of Digital Data and Technology (DDaT), there are wider long term opportunities to develop a career in IT and Service Management and the Service Desk is an excellent shop window into that world and will provide a solid grounding for future opportunities.

Should you decide that you have interests elsewhere in the Agency, you will be able to pursue those too.

Average day of an officer:
"It is interesting work, diverse, highly technical and can be demanding. For me no two days are the same and I find that one of the most enjoyable things about the job."

"I speak to a wide spectrum of colleagues across the Agency and resolve a varied mix of IT issues"

What's it like working for the NCA?
NCA officers work at the forefront of law enforcement.

Building the best possible intelligence picture of all serious and organised crime threats, relentlessly pursuing the most serious and dangerous offenders, and developing and delivering specialist capabilities on behalf of law enforcement and other partners.

There's no such thing as a typical NCA officer. We come from different backgrounds and cultures, speak many languages, and have diverse skills and experiences. What we have in common is dedication and a commitment to protecting the public from serious and organised crime.

We are deeply committed to building our future capability, our people are proud to protect and enabling their future success is critical to our mission.

Are you ready to join the team?

Person specification:

Lead (and participate in) a small team that provides 1st and 2nd line service support to key and critical IT Services, often with an operational focus.

The team leader not only acts as a first point of contact for our officers using the services we but supports and mentors the team, escalating where required.

Whether that is a member of enabling services, an intelligence analyst or a deployed operational colleague. The aim is to resolve issues as quickly as possible and allow officers to continue working efficiently and effectively.

By enabling our colleagues through provision of equipment with timely and effective support, we enable the Agency to continue the fight against serious and organised crime.

Behaviours:

We'll assess you against these behaviours during the selection process:

Managing a Quality Service
Delivering at Pace

Technical skills:

We'll assess you against these technical skills during the selection process:

Experience of working in a service or help desk.
Ability to work in a pressured environment and prioritise activities.
Critical thinking and problem solving, using knowledge, facts and data to effectively solve problems.
Ability to supervise and mentor a small diverse team.

Benefits:

Whatever your role, we take your career and development seriously, and want to enable you to build a really successful career with the Agency and wider Civil Service.

If you are an active police pension member immediately prior to joining the NCA, you can continue your membership throughout your employment with us as if you were a serving police officer. If you do remain an active member and subsequently return to a police force, you should be able to continue your membership there too.

All officers in the NCA are members of the UK Civil Service.

You will be eligible for:
-
Civil Service pension scheme: