IT Service Desk Analyst

We are recruiting for an Information Technology Service Desk Analyst on a permanent contract role paying up to £36,869.78 with British Transport Police (BTP) based in Force Headquarters, Camden, London.

BTP is the national police Force for the rail network throughout Great Britain, including London Underground, across which we ensure the safety and security of nearly 3 billion passenger journeys and over 100 million tons of freight every year.

As an Information Technology Service Desk Analyst you will ensure the processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. The resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.

The successful Information Technology Service Desk Analyst  will be required to evidence the following skills & qualifications.

• Accredited to ITIL Foundation Level or higher
• A good standard of general education
• Good experience of working in a busy Technical Service Desk environment providing 1st and 2nd line support for a broad range of mission critical systems and services.
• Good knowledge of best practice customer service processes

Further information about this vacancy can be found in the attached job description.

In return for your experience, we can offer you:

• Salary up to £36,869.78 (£32,757.33 base + £3033.56 London Allowance + Non Contractual/ Non Pensionable Skills for The Information Age supplement of up to £1,078.89 amount awarded dependant on assessment)
• Yearly base salary increments (subject to satisfactory performance in previous PDR year)
• Working from home allowance available to purchase suitable equipment for blended & home working
• 28 days annual leave plus bank holidays
• Family friendly policies including up to 26 weeks paid maternity and adoption leave
• Bespoke benefits platform and access to Blue Light Card
• Development opportunities including fully funded apprenticeships
• Employee assistance programme and dedicated wellbeing hub
• Excellent Pension scheme

BTP is an employer who cares about the impact we have on the environment and the wider challenges of climate change, and as such we are committed to reducing our carbon footprint and achieving Net Zero Carbon (NZC) through offsetting by 2035. 

At BTP we are proud guardians of the railway and it is crucial that we represent the diverse communities we serve and protect. As ‘One BTP’ across the UK, we know that diversity, inclusion and belonging help us improve our decision making, foster creativity and drive innovation so all our people can thrive.

Our vacancies are open to everyone and all appointments are made based on merit. So that we can become more diverse we encourage applications from candidates from Black, Asian, and minority ethnic backgrounds, women, people who have a disability, those who are neurodiverse and persons who identify as LGBTQI+. We use positive action to encourage potential candidates from underrepresented groups through targeted workshops or advice sessions.  If you have the skills, experience and values that here in BTP we pride ourselves on then we would welcome you to apply. Closing date for applications is Friday the 23rd of August at 12pm.

For more information on Positive Action please click here or email the team on PART-Recruitment@btp.police.uk

If you have any questions about the application process, please email our friendly and helpful team where we will be happy to help you:  RecruitmentTeam@btp.police.uk. If your question related to equality or diversity then you can also contact our Equality, Diversity and Inclusion team directly at: PART-Recruitment@btp.police.uk To reassure you, anything you ask us will be in the strictest confidence and will not form part of your application.

In order to apply, you must have the permanent right to live and work in the UK and have been resident in the UK for the previous 5 years. You will be asked these and other questions to determine your eligibility to work for British Transport Police when you start your application and you must answer honestly. Please refer to the attached document regarding our vetting process.

BTP GPP Police Staff Pension Scheme is administered by Royal London and this is a group personal pension plan which is available to all police staff. It’s a defined contribution scheme, offering employees the flexibility to vary their pension contributions from 4.4% to 12% of their salary. For more information, visit the Royal London dedicated pension page or email us at Pension-Queries@btp.police.uk .Please note if you are an existing member of Police Staff in the RPS your pension will not be affected. 

 Internal candidates must have completed their probation for their current substantive posting and can only apply in tenure if Head of Department approval is emailed to Recruitmentteam@btp.police.uk prior to the vacancy closing. Internal candidates must confirm that they are not subject to formal action plans for sickness/complaints/discipline or poor performance and that all mandatory training courses have been attended and are in ticket/up to date. A minimum rating of 3 (performing) or a rating of U (no rating) must have been achieved on the last reporting year PDR.