IT Service Desk Analyst x 2 roles

Job Introduction

Salary: Up to £41,920.59: - £35,754.47 basic salary per annum with yearly increments based on performance plus a non-contractual/non pensionable Skills for the Information Age supplement of up to £1,552.51 (amount awarded either 0%.50% or 100% based on validation of self-assessment plus £4,613.61 London Allowance). 

Contract Type: Permanent

Location: Buckingham Palace Road London SW1W 9TJ  

Type of Working Arrangement: The role will be office and shift based. Monday to Friday shift pattern and one Saturday in every five weeks.  

Hours:  37 hours per week 

British Transport Police (BTP) is the national police force for the rail network throughout Great Britain. We are the ‘Guardians of the Railway,’ putting passenger safety at the heart of what we do. Our values are simply: We Care, We Do the Right Thing, We Strive to Be Better Every Day, We Are One BTP, and We Are Proud to Protect. Join us and help create an environment where we can all be our best every day.

The Opportunity:

Are you looking for your next exciting career move? British Transport Police have an excellent opportunity for 2 IT Service Desk Analysts. As an IT Service Desk Analyst, you will be the point of communication between the service provider and all its users to capture demand for incident resolution and service requests and act as a single point of contact and communication source to provide end user support to aid resolution of queries and escalate as appropriate

 Main Responsibilities:   

• Supporting customers on a wide selection of systems, networks and technologies. 
• Responsible for providing first time fix services to end users and for liaising with a range of technical teams to deliver solutions for complex technical issues. 
• Responsible for the administration of ticketing within the ITSM tool. 
• This role also holds responsibility for testing as required.

Essential Skills:   

• Knowledge of ITIL.
• Good understanding of Microsoft technologies.
• Good understanding of software applications.
• Understanding of hardware repair Knowledge of and understanding of data protection and security of data.

Desirable Skills:   

• Working towards an IT accreditation in a relevant ICT discipline 
• Experience of supporting Android and IOS devices.
• Imaging of desktop machines.
• Active Directory use and administration Microsoft Exchange/Office 365. Administration Working with VOIP telephone systems.
• General understanding of LAN, WAN, DHCP, DNS.
• Knowledge of patch panels/switches. 

What we offer:

• 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. For more information, visit the Royal London dedicated pension page or email us at Pension-Queries@btp.police.uk. Note: If you are an existing member of Police Staff in the RPS, your pension will not be affected.

Vetting: Successful applicants will be required to pass Management Vetting and Security Clearance (5 years minimum UK residency required), including a full background and financial disclosure. For more information and Top Tips, please see attached document. 

Medical: We’ll ask for relevant health and medical history details to support employee wellbeing. 

References: We'll ask for references to cover the past 5 years.

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

How to apply: Applications will be via an up to date CV and online application form, as part of this application please outline how your skills and experience demonstrate your suitability for the role.

Completed applications must be submitted by 11.59pm, 17th October 2025

Inclusion & Diversity: 

At BTP, we are committed to fostering an inclusive workplace where everyone feels valued. We believe diversity drives innovation and better decision-making. Our roles are open to everyone, and we encourage applications from underrepresented groups, including Black, Asian, and minority ethnic candidates, women, LGBTQI+ individuals, people with disabilities, and those who are neurodiverse. As part of our commitment we operate a ‘Disability Confident Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview. 

For more information on Inclusion or the Disability Confident Scheme, please click the links Inclusion & Diversity Disability Confident Scheme

Join Us: 

Grow your career with us. We can’t wait to hear from you! See why BTP is right for you and click here for more information. For further information, please contact our Resourcing Team at RecruitmentTeam@btp.police.uk.