It Service Desk Analyst

Description:

British Transport Police (BTP), the national police force for the rail network across Great Britain, is hiring two IT Service Desk Analysts to join their technology team in London. As “Guardians of the Railway,” BTP prioritizes passenger safety and aims to deliver reliable and efficient IT services to support policing operations.

The IT Service Desk Analyst will act as the first point of contact for all IT-related issues and service requests, ensuring effective communication between users and technical teams. The role involves resolving incidents, managing service requests, and escalating issues when necessary to ensure service continuity. You will be responsible for delivering first-time fix solutions, supporting a wide variety of systems and technologies, and ensuring accurate ticket administration within the ITSM tool. Additionally, you may participate in system testing and contribute to process improvements.

Main Responsibilities

• Provide first-line IT support across systems, networks, and applications.

• Deliver first-time fixes to end-users whenever possible.

• Escalate complex technical issues to specialized teams as needed.

• Manage and administer tickets within the IT Service Management (ITSM) tool.

• Conduct testing activities to support new and updated technologies.

• Support hardware, software, and mobile device queries (Windows, Android, iOS).

• Maintain knowledge of IT security, data protection policies, and user confidentiality.

Essential Skills

• Knowledge of ITIL frameworks.

• Strong understanding of Microsoft technologies and software applications.

• Familiarity with hardware repair and troubleshooting.

• Awareness of data protection regulations and IT security.

Desirable Skills

• Working towards an IT accreditation in ICT or related field.

• Experience with Active Directory administration, Microsoft Exchange/Office 365.

• Familiarity with VOIP telephone systems, DHCP, DNS, LAN/WAN.

• Knowledge of patch panels, switches, and imaging desktop machines.

• Experience supporting Android and iOS devices.

Benefits

• 28 days annual leave (plus bank holidays), increasing to 30 after 5 years.

• Family-friendly leave, including up to 26 weeks paid maternity/adoption leave.

• Access to bespoke benefits platform and Blue Light Card discounts.

• Salary sacrifice options: gym, home technology, electric vehicles, cycle-to-work.

• Season ticket loan after 6 months (interest-free).

• Membership in the Transport Benevolent Fund for welfare and financial support.

• Excellent pension scheme with flexible contributions (4.4%–12%).

• Fully funded training and apprenticeships for career development.

Additional Information

• Vetting: Candidates must pass Management Vetting and Security Clearance, requiring 5 years minimum UK residency.

• Medical: Health and medical history will be assessed.

• References: Last 5 years required.

• Commitment to Inclusion & Diversity: BTP actively welcomes applications from underrepresented groups and operates a Disability Confident Scheme.