IT Service Desk Analyst

British Transport Police; Greater London; On-site; GBP 39,000 - 48,000; Full time

Benefits offered by this job

28 days annual leave

Pension scheme

Blue Light Card access

Salary sacrifice options

Rail season ticket loan

Transport Benevolent Fund

Apprenticeships funded

Police pension scheme

Job summary

British Transport Police in London is seeking an IT Service Desk Analyst to join the Technology Department. You will be the first point of contact for thousands of end users, delivering first-time fixes where possible and guiding users through incident resolution.

You’ll work in a large enterprise environment, supporting devices from laptops to mobile and radios, and collaborating with IT teams to resolve issues.

Qualifications

• Experience in 1st/2nd line support in a Service Desk environment for large organisations.
• Hands-on with MS technologies including Intune, Azure, Exchange, Office 365 Administration.
• Background in resolving issues across software and hardware.
• Knowledge of data protection and information security principles.
• Strong customer service skills across in person, phone, chat and email.
• Familiarity with VOIP systems and basic networking concepts.
• ITIL Foundation accreditation or higher.

Responsibilities

• Administering tickets and liaising with technical teams to support service delivery.
• Acting as the first point of contact for end users needing IT support.
• Providing 1st and 2nd line investigation, diagnosis and resolution of issues.
• Building and enrolling devices for new starters and imaging desktops.
• Supporting end users with issues on laptops, mobile devices, radios and peripherals.

Skills

1st/2nd line support

Intune

Azure

Exchange

Office 365

Data security

Customer service

VOIP systems

ITIL Foundation

Networking basics

Tools

VOIP systems

Job description

Salary: Up to £43,302.31 per annum (£37005.87 basic salary, plus up to £1521.44 non-contractual/ non-pensionable SFIA Supplement and £4775 London Allowance)

Contract Type: Permanent

Type of Working Arrangement: Office Based - 5 days a week

Hours: This is a full-time role (37 hours per week)

British Transport Police (BTP) is the national police force for the rail network throughout Great Britain. We are the ‘Guardians of the Railway,’ putting passenger safety at the heart of what we do. Our values are simply: We Care, We Do the Right Thing, We Strive to Be Better Every Day, We Are One BTP, and We Are Proud to Protect. Join us and help create an environment where we can all be our best every day.

The Opportunity:

British Transport Police have an opportunity for an IT Service Desk Analyst to join the Technology Department. As an IT Service Desk Analyst with BTP, you will act as the first point of contact for thousands of end users across the force. You will be working on a range of complex tasks, providing support across a wide range of systems, networks and technologies. Therefore, a background in a large enterprise is a must. You will capture demand for incident resolution and service requests, deliver first-time fixes where possible, and work with wider technical teams to resolve more intricate issues.

What you'll be doing:

• Administering tickets and liaising with technical teams and suppliers to support a world class service delivery.
• Acting as the first point of contact for end users requiring IT support and handling service requests and incidents.
• Providing 1st and 2nd line investigation, diagnosis and resolution of technical issues, escalating unresolved issues where appropriate.
• Building and enrolling devices for new starters and imaging of desktop machines.
• Supporting end users with issues on various devices including laptops, Android and iOS devices, radios, body worn video equipment and peripherals.

What you’ll bring to the team:

• Extensive experience of working in 1st and 2nd line support roles in a Service Desk environment for large or super large organisations.
• Hands on experience working with MS technologies including Intune, Azure, Exchange, Office 365 Administration
• A background in investigating and resolving issues with a variety of other software applications and hardware repairs.
• Detailed knowledge of data protection and information security principles.
• The understanding of how to deliver exceptional customer service skills, in person, over the phone and via chat and email, to everyone in the force, including high ranking police officers.
• Strong communication and problem-solving skills, with the ability to flex your approach depending on your audience.
• Ideally. you will have also worked with VOIP telephone systems and have a general understanding of network principles.
• ITIL Foundation accreditation or higher.

What we offer:

• 28 days annual leave plus bank holidays, increasing to 30 days after 5 years.
• Family-friendly policies, including up to 26 weeks paid maternity and adoption leave.
• Bespoke benefits platform and Blue Light Card access.
• Salary sacrifice options for cycles, home technology, gym membership, and electric vehicles.
• Interest-free annual rail season ticket loan after 6 months.
• Access to the Transport Benevolent Fund for health, welfare, and financial support.
• Development opportunities, including fully funded apprenticeships.
• Excellent Pension scheme: We offer the BTP GPP Police Staff Pension Scheme, administered by Royal London. This group personal pension plan is available to all police staff and is a defined contribution scheme. It provides the flexibility to vary your pension contributions from 4.4% to 12% of your salary.

Vetting:

Successful applicants will be required to pass Recruitment Vetting (3-5 years minimum UK residency required), including a full background and financial disclosure.

Medical:

We’ll ask for relevant health and medical history details to support employee wellbeing.

References:

We'll ask for references to cover the past 5 years.

Inclusion & Diversity:

We are committed to building a workforce where everyone feels they belong.

We welcome applications from people of all backgrounds, identities and lived experiences. Diversity strengthens our teams, improves our services and helps us better represent and support the communities we serve.

We are proud to be an inclusive employer and strive to create a workplace that is fair, respectful and accessible to all. We actively work to challenge discrimination, remove barriers and ensure equity throughout our recruitment and employment practices.

If you need any reasonable adjustments during the recruitment or selection process, please let us know - we are happy to support you. Your talent, your potential, and your unique perspective matter here.