Service Desk Analyst - Technology CSC - Police - HQ

Service Desk Analyst – Technology CSC – Police Staff – Counter Terrorism Policing HQ

Full‑time, permanent, Band E.

Provide first‑line IT support expertise to help support the CTP network of services across the UK. Work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Requests will be logged, categorised, prioritised and escalated as appropriate.

• Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis.
• Log all incidents, service requests, problems, changes and knowledge entries within an ITSM tool, categorising and prioritising them as appropriate.
• Handle enquiries, complaints and escalations from customers and stakeholders.
• Analyse complex issues and follow established processes and procedures.
• Assign priorities based on ITIL best practice (Impact/Urgency) and determine whether a first‑line fix is achievable before escalating.
• Provide an exceptional level of customer service.
• Communicate with colleagues to assist in identifying errors, troubleshooting and establishing lessons learned.
• Take ownership of daily checks/tasks, ensuring they are completed to a high standard.
• Create service announcements that are factual and timely.
• Work 12‑hour shifts covering a 24/7/365 rota (day shifts 0700–1900, night shifts 1900–0700).

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