Location
Force Headquarters - London, City of Westminster.

Hours
Full Time - 37 hours per week, office based 5 days a week.

Salary
Up to £43,302.31 per annum (£37,005.87 basic salary, plus up to £1,521.44 non-contractual/non-pensionable SFIA Supplement and £4,775 London Allowance).

About the Role
British Transport Police (BTP) is the national police force for the rail network throughout Great Britain, committed to passenger safety and community protection. We are seeking an IT Service Desk Analyst to join our Technology Department as the first point of contact for thousands of end users across the force. This role involves handling a wide range of complex tasks, providing support across various systems, networks, and technologies within a large enterprise environment.

You will administer tickets, liaise with technical teams and suppliers, and deliver first-time fixes where possible. Responsibilities include 1st and 2nd line investigation, diagnosis, and resolution of technical issues, escalating when necessary. You will also build and enroll devices for new starters, image desktop machines, and support end users on laptops, Android and iOS devices, radios, body worn video equipment, and peripherals.

This is a permanent, full-time position based at the Force Headquarters in London, offering an opportunity to contribute to a world-class service delivery within a dynamic policing environment.

Experience
- Extensive experience in 1st and 2nd line support roles within a Service Desk environment for large or super large organisations.
- Hands-on experience with Microsoft technologies including Intune, Azure, Exchange, and Office 365 Administration.
- Proven background in investigating and resolving issues with various software applications and hardware repairs.
- Experience working with VOIP telephone systems and a general understanding of network principles is desirable.

About you
- Strong communication and problem-solving skills with the ability to adapt your approach depending on the audience.
- Ability to deliver exceptional customer service in person, over the phone, via chat and email, including to high-ranking police officers.
- Detailed knowledge of data protection and information security principles.
- Professional, motivated, and able to work effectively within a team and independently.

Qualifications
- ITIL Foundation accreditation or higher is required.
- Recruitment vetting clearance including a minimum of 3-5 years UK residency.
- Willingness to undergo medical checks and provide references covering the past 5 years.