IT Service Desk Analyst: Enterprise 1st/2nd Line Support

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

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.