CTP - Service Desk Analyst - Band E

Job Title: CTP - Service Desk Analyst

Salary: £28,511 to £30,504 with a 20% Shift disturbance allowance plus a Location allowance of £1,721. You will receive £28,511 the band minimum. Progress to the band maximum of £30,504 will be via incremental progression.

Location: Birmingham

A career in Counter Terrorism Policing (CTP) is like no other; work for us and you could be at the forefront of national security and public safety, working alongside emergency service colleagues, government agencies, intelligence services and the military to help keep our communities safe.

Our service desk analysts provide frontline IT support to those who need it most, working in the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Issues are logged on an ITSM tool; categorised, prioritised and escalated as appropriate.

You’ll handle enquiries, complaints and escalations from customers and stakeholders, analysing complex issues and providing exceptional customer service. A large proportion of this role is troubleshooting, identifying errors and implementing learnings, so taking ownership for daily checks and ensuring they’re completed to a high standard is essential.

This role necessitates 12-hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours and night shifts are 1900 hours to 0700 hours, each offering a variety of exciting challenges that empower you to make a real difference to peoples’ lives.

If you have exceptional customer service skills, an analytical mindset, working knowledge of Cisco VoIP and Microsoft systems - and impeccable grammar - this role could be a perfect for you.

Now more than ever is the time to join the Met Police. We want our team to be representative of our country and are looking to recruit people who understand and reflect the diverse communities we engage with every day.

Besides the rewarding nature of the job itself, a competitive salary and a Civil Service pension, you'll also benefit from excellent career and professional development. If you’re looking to progress, this is an outstanding opportunity.

Job Summary

This role is providing first line IT support expertise for the CTP customers using the supported services and systems. The individual will work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Issues will be logged on an ITSM tool; categorised, prioritised and escalated as appropriate.

Key Tasks

The post holder will be required to do the following:

• Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis
• Logging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
• Handle enquiries, complaints and escalations from customers and other stakeholders
• Able to analyse complex issues and follow established processes and procedures
• Assign priorities based on ITIL best practice (Impact / Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties
• Provide an exceptional level of customer service
• Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt
• Take ownership and responsibility of daily checks / tasks, ensuring they are accounted for and completed to a high standard
• Provide Service Announcements that are factual and timely as appropriate
• Must be able to work 12 hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours

Vetting

This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (enhanced) (SC(e) level before taking up the post; with a willingness to undergo Developed Vetting (DV) once in post, if required.

Additionally, this material is of particular sensitivity to the UK and its distribution must be restricted to UK nationals. In approved circumstances dual nationals (of which one element is British) may also be granted access. However, in the event that potential conflicts of interest cannot be managed the post holder will not be able to see the intelligence material and will not be able to perform their duties. For the purpose of safeguarding national security and in line with Cabinet Office Policy, supported by Section 82(2) to (4) of the Police Reform Act (2002), applicants who do not hold or acquire Security Check (enhanced) (SC(e)) or Developed Vetting (DV) clearance and meet the nationality requirements cannot be offered the post.

Confidentiality Agreement

Applicants should also be aware of the need to sign a confidentiality agreement on taking up the post.

Our Employee Commitments

Counter Terrorism Policing aims to create an inclusive and welcoming atmosphere and culture and an environment where all our people feel a strong sense of belonging and are able to reach their full potential. Where any group or individual can be and feel respected, supported and valued to fully participate and contribute to our mission of “Working to keep people safe from Terrorism”.

Inclusion, diversity and equality is at the front and centre of our approach to make the composition of Counter Terrorism Policing more representative of the communities we serve.  As Counter Terrorism is rooted in Local Policing, to tackle today’s complex policing challenges, applications from across all communities are therefore essential and encouraged. Counter Terrorism Policing as a network is committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations’.

Counter Terrorism Policing is committed to creating an inclusive working environment. We welcome and encourage applications from candidates who are seeking flexible working arrangements, and including part time working or job share. In addition, this role has been reviewed following learning from work during the Covid pandemic and may be done in an agile manner. In the first instance, please contact the vacancy holder to discuss how such arrangements could be accommodated (where applicable). 

Counter Terrorism Policing recruitment is open to all, but we are keen to positively support those who are younger in service to join into our specialist environment.

Click the apply now button below and start your career at the Met. Applications will be via a detailed CV, Personal Statement and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV).

Completed applications must be submitted by 6th January 2022.

We view diversity as fundamental to our success. To tackle today’s complex policing challenges, we need a workforce made up from all of London’s communities. Applications from across the community are therefore essential.

As a Disability Confident Committed Employer the Met have committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations.

www.metpolicecareers.co.uk