Service Desk Analyst - Counter Terrorism Policing HQ Birmingham, England
Job description
Job Title: Service Desk Analyst - Counter Terrorism Policing HQ
Salary: £28,511 to £30,504 plus a 20% shift disturbance allowance and 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 – Close to the NEC / Birmingham Airport
Be at the frontline when it comes to providing IT support
Counter Terrorism Policing (CTP) is crucial to our national security. Its service desk is a 24/7 operation which is the first point of contact for all of its users. Take on this role, and you’ll be at the forefront of public safety, working alongside emergency service colleagues, government agencies, intelligence services and the military to help keep our communities safe.
On 12hr shifts, you’ll help to provide critical support as the first line of contract for officers and staff around the country who need urgent assistance to progress their work. By troubleshooting application issues, supporting mobile solutions and being available to progress problems, you’ll be making a real difference every day.
You’ll be part of Customer Service Centre (CSC) on a 24/7 shift Rota, answering correspondence via email, telephone and video conference. You’ll log all incidents on an ITSM tool, and categorise, prioritise and escalate them as appropriate. Of course, you’ll put the customer first each time.
You’re clearly going to need excellent communication and interpersonal skills. Beyond that you’ll have a truly analytical mindset — you’ll be able to piece together raw information and make sound decisions. You should also be confident enough with writing to compose emails and other documentation.
Flexibility will be key as you’ll need to 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.
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
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.
Please click on the below link to view an online candidate information pack that will you give you an insight into the Met, the competency framework we use which shapes our daily work behaviours, the application process and a host of other information, that will help inform and support your application:
https://sscl-innovation.com/MPScandidatepack/
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 1 September 2023.
Key Skills
The post holder must have:
Experience
- Worked in a Customer Service Role (technically diverse environment beneficial)
- Excellent Telephone Manner
- Excellent standard of written English
- Punctual and Reliable
Desirables
- Operational knowledge and experience of working with call management systems
- Worked with a service management framework (ITIL beneficial)
- Intermediate working knowledge of Microsoft Office Applications
- Intermediate working knowledge of Microsoft Operations Systems
- Intermediate working knowledge of Microsoft Active Directory
- Basic working knowledge of Cisco VoIP and Video Conferencing systems
- ITIL Foundation Certification desirable
