IT Service Desk Analyst

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

Pulled from the full job description

• Annual leave
• Gym membership
• Company pension
• Season ticket loan, * 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.

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