This role is available full-time for 37 hours per week
Or part-time with a minimum coverage of 25 hours per week
Flexible or compressed working patterns available
Working hours rota between 08:00-17:00
This role is based in the office
Do you have an interest in working in a customer service role in an IT environment? Not sure where to start? You’ll get the training you need to create your career.
You’ll join a service desk who are a single point of contact for IT users and other government IT service desks across the UK, providing support to resolve a variety of IT issues. Your role will vary in complexity; including troubleshooting IT faults, completing account changes, publishing knowledge articles for user self-help and producing workflows that will be published for users to request services.
You’ll be provided with comprehensive on-the-job training from a colleague to support your learning, including guidance on how to undertake tasks and provide customers a resolution. As your career progresses, your development will be supported with up to 20% a week dedicated to learning.
In addition, you will also work on projects helping to deliver new or updated services, utilising your organisation and planning skills to support this work and your colleagues. Assisting in end user training at customer sites may also be required if this is something that interests you.
Development will be provided as part of this role, so when you are ready to move to the next level whether within the same area or a new one, you will have the right skills and knowledge already in place.
More About You
To apply for this role, you will already have:
- Experience of a corporate customer service desk or contact centre.
- Experience using MS Office e.g. Outlook, Word, Excel, Teams.
- An interest in IT.
It would be beneficial if you also have one or more of the following (although these are not essential):
- Experience of working to deadlines.
- Experience working in a team.
- Experience in providing IT support.
Your Personal Skills
You’ll be the type of person who:
- Is able to plan their own work.
- Is able to communicate with people at differing professional levels and build relationships.
- Is able to work well within a team.
- Is keen to learn and improve skills.
- Enjoys problem solving.
- Seeks feedback from others to improve their own performance.
- Is adaptable to changing deadlines and workload.
Putting your skills to use
Using your expertise within the Service Desk, you will:
- Deliver a professional and consistent level of service that provides resolutions within agreed deadlines and to the customers satisfaction.
- Work in accordance with the service desk and incident management policies, processes and procedures.
- Assess, diagnose and wherever possible, fix or provide a work around to maximise the service desk’s contribution to service call resolution.
- Log, prioritise and assign service calls, escalate when appropriate and communicate progress to all relevant parties.
- Manage and complete all customer Account Management Requests submitted using the IT Portal, working with the customers to ensure delivery as required.
- Record and disseminate accurate and comprehensive information to support 2nd and 3rd line support activity.
- Assist with service desk documentation review and revision.
- Create knowledge articles and publish internally or externally as required.
- Work collaboratively with other service desk and support teams.
- Provide regular and ad hoc information as required or requested by the customer.
- Monitor customer site network infrastructures using electronic dashboards.
What we offer
Now that we’ve explained a bit about what you will we be doing, here’s what we can offer you:
- A positive, collaborative and inclusive work environment.
- 25 days annual leave, rising to 30 after 5 years’ service.
- 8 Bank Holiday days off in addition to your annual leave.
- 2 ½ additional days leave (set dates through the year).
- Opportunities for development.
- Paid overtime or time off in lieu. Your salary is for your contracted hours. If you work more, we believe you should be rewarded for that.
- Flexible or compressed hours to support you to balance your life with your work.
- Lots and lots of training. This can be anything from a ½ day internal course to a distant learning degree. If it’s relevant to your career, we will aim to support you.
- Opportunities for mentoring and coaching.
- Free secure parking and allocated parking for car shares.
- Affinity groups – whether you are a person with a disability, part of the LGBTQIA+ community and/or from an ethnic minority background, we provide an inclusive environment, support and a variety of networks for everyone.
- Free onsite gym, open 24 hours a day.
- Multi-faith Prayer room. This is a quiet contemplation room for staff to use for prayer or reflection.
- Sports & Social Society. Whether its classic cars or baking, golf or crafting, we have a society for you. We offer regular subsidised theatre tickets and on-site activities.
- On site café and restaurant.
- On site nursery (subject to availability).
About HMGCC
We are HMGCC, the engineering specialists at the heart of the UK’s national security.
We work with the national security community, UK government, academia, private sector partners and international allies to bring engineering ingenuity to the national security mission, creating tools and technologies that drive us ahead and help to protect the nation.
We invest in our people, not only with training but also support throughout your career with us; to allow you to reach your full potential at work, as well as enjoy the work/life balance many aspire to.
To find out more about us and if we’re right for you, please visit our website.
Equal Opportunities
Inclusion and diversity really matter to us. It's not just about numbers or visible differences.
HMGCC are committed to providing equal opportunities and encourage applications from candidates of all backgrounds, ethnicities, gender identities, sexual orientations, and those with disabilities or who are neurodiverse.
We’re not looking for any one type of person. We’re looking for talent from all different backgrounds to join our organisation, where we genuinely respect and value each other's differences, as well as our similarities. It makes us even better at what we do.
To find out more about our culture and inclusion and diversity, please visit our website.
We are proud to offer candidates the opportunity to apply through the Offer of Interview Scheme. The scheme ensures eligible candidates are selected for an interview as long as their application meets the minimum criteria for the role.
Apply now
Discover more by clicking ‘apply’.
Our recruitment team will process your application once the role has closed and everyone will get a response.
Please note dependent on the recruitment requirements, we withhold the right to bring forward the closing date for this role from the original closing date.
