IT Service Desk Analyst

Job Introduction

Grade: A006
Salary: Up to £41889.52 per annum (£35,754.47 basic salary, plus up to £1521.44 non-contractual/ non-pensionable SFIA Supplement and £4613.61 London Allowance)
Contract Type: Permanent
Location: Force Headquarters - London
Type of Working Arrangement: Blended approach of home and office-working is available
Hours: This is a full-time role (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:

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. 

What you'll be doing:

• 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.
• .

What you'll bring to the team:

• 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.

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.

Additional Information:

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

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

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.

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. AI can be a useful tool to spark ideas or help you organise your thoughts, but when it comes to your application, we want to hear from you, not an algorithm. What truly stands out to us are genuine stories, personal insights and the experiences that have shaped who you are. Authenticity matters - it helps us understand your motivations, your strengths and how you’ll contribute to our team. So, use AI if it helps you get started, but let your own voice lead the way.

Completed applications must be submitted by 11.59pm, Sunday 2nd August 2026

Inclusion & Diversity:

We are committed to building a workforce where everyone feels they belong.

We welcome applications from people of all backgrounds, identities and lived experiences. Diversity strengthens our teams, improves our services and helps us better represent and support the communities we serve.

We are proud to be an inclusive employer and strive to create a workplace that is fair, respectful and accessible to all. We actively work to challenge discrimination, remove barriers and ensure equity throughout our recruitment and employment practices.

If you need any reasonable adjustments during the recruitment or selection process, please let us know - we are happy to support you. Your talent, your potential, and your unique perspective matter here.

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

Join Us: Ready to take the next step in your career? At BTP, you’ll have the opportunity to grow, make a real impact, and be part of something extraordinary.

Find out why BTP could be the perfect fit for you.

Curious about what life at BTP is really like? Hear directly from our people and discover what makes working here so rewarding.

For further information, please contact our Resourcing Team - RecruitmentTeam@btp.police.uk.