Support Service Desk Technician Ref. 324

IT
£21,571 to £23,064

This is a full time role but flexible working patterns will be considered.

HMGCC has a unique and exciting opportunity for a Support Service Desk Technician to join our growing team, where you will have the opportunity to be creative and work with the latest technology.

What makes HMGCC different is that you’ll have the opportunity to get involved in a diverse range of hardware and software products. Our IT Department delivers a range of high quality services using best practice, as recommended in the IT Infrastructure Library (ITIL).

Service Desk Technicians are required to work a flexible informal rota ensuring support is available between 08:00 & 17:00 (except bank holidays). The option of overtime is also sometimes available for which you will received TOIL or overtime payment.

Technical Skills

We would need you to already have:

  • Experience of customer service, including a clear and courteous telephone manner
  • Experience of using or supporting MS-Office
  • An understand and interest in ICT


To strengthen your application it would be desirable if you have:

  • Knowledge of ITIL best practice
  • Experience in call logging
  • Experience of working SLA’s within a support environment
  • Experience in providing ICT support
  • Any IT Qualification


Personal Skills

To work as a Support Service Desk Technician you will be the type of person who:

  • Enjoys talking to others to find out more about what they need and how you can help them.
  • Likes to work through problems logically, drawing upon your experience to provide solutions.
  • Enjoys working with people with a diverse range of skills, sharing ideas about how to get the results you need.
  • Is able to explain and relay detailed information in a clear and logical way.
  • Takes pride in delivering the best possible service, even when you are faced with a challenging situation.
  • Is equally comfortable with following detailed instructions and having the opportunity to use your initiative.
  • Is a good communicator with the confidence to seek advice when required.


Putting your skills to use

Using your expertise as part of our team you will:

Provide a single point of contact for IT users and other government IT Service Desks across the UK. You will be part of a growing team that provides 1st and 2nd line technical support depending on skill-set. Technicians monitor and record all support activity using Service Desk software, and keep users up to date with progress.

Your responsibilities:

  • Deliver a professional and consistent level of service that provides resolutions with agreed deadlines.
  • Work in accordance with the Service Desk and incident management policies, process and procedures and work instructions.
  • Log, prioritise and assign service calls, escalate when appropriate and communicate progress to all relevant parties.
  • Record and disseminate accurate and comprehensive information to support 2nd and 3rd line support activity.
  • Assist with Service Desk documentation review and revision.
  • Work collaboratively with other Service Desks and support teams.
  • Provide regular and ad hoc information required for reporting.
  • Perform account administration tasks and system checks.
  • Follow procedures for known fixes and workarounds.


To find out more about HMGCC and how we are truly individual as both an organisation and an employer visit our ‘about us’ page.

*Actual value of welcome package dependant on individual’s experience, negotiable with the Recruitment Team. If you are relocating to the area then we can discuss the possibility of a relocation package.

Please note short-listing for this position will not be conducted until after the close date.

This Program / Vacancy is closed to applications.