The Emergency Services Network (ESN) is a critical national communications system that enables fast, safe and secure mission-critical voice, video and data across the 4G network, giving first responders immediate access to lifesaving data, images and information in live situations and emergencies on the frontline.
Growing coverage, enhancing reliability and increasing resilience are some of the most important elements of building this vital communications network, which the Emergency Services will rely on to save lives and protect us all.
As a Senior Service Desk Analyst, you will be the first point of contact for technical support, responsible for diagnosing and resolving incidents quickly and effectively. You will work closely with technical specialists, operations teams, and external partners to ensure issues are managed within agreed SLAs and escalated appropriately when needed. Your role is key in maintaining service continuity and providing confidence to users that their systems and applications are fully supported.
In addition, you will contribute to continuous improvement by identifying recurring issues, supporting knowledge base development, and helping shape processes that enhance the overall customer experience. The ESN ecosystem is complex and interconnected, so collaboration and clear communication across multiple providers and stakeholders will be essential.
You will be required to undergo National Security Vetting to SC or NPPV level. The role will initially be centred around business hours then eventually moving to shift based rota. Some travel and working from other Supplier locations is expected.
