Service Desk Analyst - Band E - Technology - Counter Terrorism Policing HQ
Job Title: Service Desk Analyst - Technology - Counter Terrorism Policing HQ
Salary: The starting salary is £41,184 which includes allowances totalling £2,928 and a 20% shift allowance.
The salary is broken down as £31,880 basic salary, which will increase annually until you reach the top of the scale £34,108 Plus, a location allowance of £1,928, a 20% shift allowance and a non-pensionable allowance of £1,000.
Location: Birmingham
Customer Service Centre. Your work will directly support the United Kingdom’s Counter Terrorism Policing Network, helping to keep our communities safe and our nation secure.
Working in a busy contact centre environment, you’ll answer correspondence from customers and third parties via email, telephone and video conference, providing a high level of IT support and expertise. You’ll need to work flexibly across 12-hour day or night shifts, covering a 24/7/365 rota.
Key responsibilities:
- Communicating effectively with customers and third parties via telephone, email and video conference
- Logging all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
- Handling enquiries, complaints and escalations from customers and other stakeholders with sensitivity and tact
- Analysing complex issues and following established processes and procedures
- Assigning priorities based on Impact and Urgency (ITIL best practice). Determining if escalations are necessary to second line support or third parties, or if a First Line Fix is achievable.
- Providing an exceptional level of customer service
- Communicating with colleagues to identifying errors, troubleshoot and establish lessons learnt
- Taking ownership and responsibility of daily checks and tasks – ensuring they are accounted for and completed to a high standard
- Providing factual and timely Service Announcements
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.
This post requires British nationality (some dual nationals may be ineligible) and an Enhanced Security Check (eSC)/Developed Vetting (DV)] clearance.
As the post holder will have access to very sensitive information, there are limitations on travelling to a small number of countries and we will undertake additional security checks as part of the recruitment process. Applications from candidates with close connections to certain countries may take considerably longer to process, or in some cases result in a withdrawal of an offer of employment. Further details will be provided at the conditional offer stage.
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, 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).
How to apply
To begin your career at the Met, please click the "apply now" button below. The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your Personal Statement, you should explain your interest in the position and illustrate how your skills and experiences make you a suitable candidate. Please note that you should not submit two copies of your CV, and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and/or Personal Statement.
Completed applications must be submitted by 23:55 on 22nd July 2025.
Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence 2 weeks from when the vacancy has closed.
Following application review, successful candidates will be invited to interview. Interview dates are tbc.