Service Desk Analyst - Band E - Technology CSC - Counter Terrorism Policing HQ
Job Title: Service Desk Analyst - Band E - Technology CSC - Counter Terrorism Policing HQ
Salary: The starting salary is £41,184, which includes allowances totalling £9,304.
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 20% shift disturbance allowance, a location allowance of £1,928 and a non-pensionable allowance of £1,000.
Location: Birmingham
Job Summary
This role is providing first line IT support expertise to help support the CTP network of services across the UK. 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. Requests will be logged, 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.
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 button “. 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 21st January 2026.
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 after the closing date.
Following application review, successful candidates will be invited to interview. Interview dates will commence 2 weeks after hiring manager review.