Service desk analyst – Counter Terrorism Policing (CTP)

Protect the public by keeping our critical services running.

Counter Terrorism Policing is crucial to our national security. As a service desk analyst, you’ll provide first line support for the systems that CTP depends on every day. Join us and work in an area where you know you’re making a difference. Take on this role, and you’ll be ensuring national security and public safety, working alongside emergency service colleagues, government agencies, intelligence services and the military to help keep our communities safe.

We’re looking for enthusiastic, driven and skilled professionals to join our Customer Service Centre (CSC) team who provide national support to the entire CTP network. As the first point of contact, you’ll deal with customers via email, phone and video conferencing, providing support in a contact centre environment. You’ll log the issue and track it through to resolution according to the Information Technology Infrastructure Library (ITIL) best practise.

For this key role in our business, you’ll draw on your knowledge to analyse issues and prioritise them according to impact and urgency, so that first line fixes can be handled and anything more complex escalated. You’ll take ownership whilst providing the highest level of customer service throughout.

You’ll need to possess a comprehensive knowledge of Microsoft Office applications, operating systems and mobile technologies. Whilst a basic understanding of Cisco VoIP and video conferencing would also be advantageous. However, while core technical skills are important in this role, they’re only half the story. You’ll also need an analytical mind-set, good written and verbal skills and a natural drive to help people. If you’re able to explain issues easily, compose well written emails and provide impeccable standards of customer service on a 24 hours a day, seven days a week basis, we can offer you a key role that comes with many benefits.

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 hours a day, seven days a week shift rota, answering correspondence via email, telephone and video conference. Issues will be logged on an IT Service Management (ITSM) tool, categorised, prioritised and escalated as appropriate.

Key tasks

The post holder will be required to do the following:

• provide primary interface with customers via telephone, email, face-to-face and video conferencing
• logging of all incidents, service requests, problems, changes and knowledge within an ITSM tool to ensure that issues are appropriately identified and tracked through to resolution
• handle enquiries, complaints and escalations from customers and other stakeholders
• analyse issues using first line knowledge, processes and procedures
• priorities issued 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 hours a day, seven days a week, 365 days a year rota. Day shifts are 7am to 7pm, night shifts are 7pm to 7am.

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.

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.