Capacity Officer
Skills
DevopsContinuous ImprovementEthnicityIT Service ManagementManagementService DeskService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience in coordination business support service desk or administrative roles within a complex organisation
- Strong organisational skills with the ability to manage multiple tasks and priorities
- Excellent written and verbal communication skills with diverse stakeholders
- Ability to follow structured processes and maintain accurate records and documentation
- Strong problem-solving skills and attention to detail
- Proficiency with Microsoft 365 and ticketing or workflow systems
- Ability to work effectively in a busy dynamic and rapidly changing environment
- Proactive and customer-focused approach
Nice to have
- Policing experience
- Government experience
- Technology experience
- Data environment experience
- Demand management knowledge
- Service delivery knowledge
- Portfolio management knowledge
- National policing awareness
Day to day
- Act as the first point of contact for incoming demand and enquiries, ensuring requests are captured accurately and handled promptly.
- Log, categorise, and triage service requests in line with structured workflows so work is routed to the right people efficiently.
- Support prioritisation, reporting, and stakeholder coordination to help the Demand & Engagement function deliver a responsive national service.