IT Service Desk Analyst

About the role

The British Transport Police are seeking an IT Service Desk Analyst to be the first point of contact for thousands of end‑users across the force. You will provide first‑ and second‑line support for a wide range of devices and applications, ensuring rapid resolution of incidents and service requests.

Key responsibilities

• Administer tickets, liaise with technical teams and suppliers to deliver world‑class service.
• Act as the primary contact for end‑users, handling service requests and incidents via phone, chat and email.
• Provide 1st and 2nd line investigation, diagnosis and resolution of technical issues, escalating when necessary.
• Build and enrol devices for new starters and image desktop machines.
• Support a variety of devices including laptops, Android, iOS, radios, body‑worn video equipment and peripherals.

Required profile

• Extensive experience in 1st and 2nd line support within large or super‑large organisations.
• Strong understanding of data protection and information security principles.
• Excellent customer service skills, able to communicate with all levels of staff, including senior police officers.
• ITIL Foundation accreditation (or higher) is desirable.

Required skills

• Microsoft Intune
• Microsoft Azure
• Microsoft Exchange
• Office 365 Administration
• VOIP telephone systems
• Basic network principles
• ITIL Foundation

What we offer

• Up to £41,889.52 per annum (including basic salary, SFIA supplement and London allowance).
• 28 days annual leave plus bank holidays.
• Hybrid working model – blend of home and office.
• Permanent contract within a respected public safety organisation.