Service Desk Technical Officer - Gillingham (Kent)

About the job

Discover what it's like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here.

The team is responsible for delivering and maintaining a specialist sensitive IT infrastructure and national network of services to HMRC investigators with a footprint across 24 sites. Covert Operations & Digital Exploitation (CODE) Technology is responsible for delivering a broad portfolio of change initiatives, both to sustain and transform Fraud Investigation Service's (FIS) legacy sensitive technologies and to deliver innovative new solutions, designed around our customers' needs. CODE integrates digital transformation, project delivery, process improvement and product management to maximise impact and deliver sustainability.

This role sits within CODE Technology which has an integral role in His Majesty's Government's fight against serious and organised crime, supporting investigations totalling hundreds of millions of pounds each year.

Are you passionate about delivering great customer service? Whether your background is in retail, hospitality, or a call centre environment, your existing skills will provide a strong foundation to support our users effectively. You don't need to be an IT expert - this is a development role where you'll receive comprehensive on the job training and access to an excellent training budget to help you grow your technical skills.

Join a supportive and collaborative team: As part of the Service Desk, you'll provide a single point of contact for IT users across HMRC. You'll deliver a consistently high standard of customer service, accurately logging and monitoring support activity using service desk software and keeping users informed of progress. You'll work in a team that values collaboration, mutual support, and continuous improvement.

Develop your IT career: The Service Desk is an ideal starting point for your IT career, providing hands-on experience across a wide range of bespoke ICT systems and services. You'll build valuable skills while troubleshooting, recording, escalating, and communicating technical issues. You'll also have opportunities to work alongside experienced colleagues and contribute to additional project work.

This vacancy has arisen due to an internal promotion. Since 2017, 11 Service Desk colleagues have progressed through internal promotion, with some now in senior technical roles. Join us and develop your career.

Job Duties: The role will include but not be limited to:

• Provide a professional first point of contact for IT related enquiries, delivering excellent customer service using ITIL aligned processes.
• Diagnose and resolve Level 1 and Level 2 incidents using a range of tools, working within Service Level Agreements.
• Take ownership of issues and escalate effectively, ensuring accurate and timely information is provided to technical teams.
• Build and maintain effective working relationships with customers, colleagues, and suppliers.
• Capture and share knowledge to support team learning and continuous improvement.
• Carry out general IT administration tasks accurately and efficiently such as password changes; server monitoring; planned moves and changes, reporting and setting up new user accounts.
• Work flexibly as part of a rota covering Service Desk opening hours from 8am to 5.30pm Monday to Friday.

The successful candidate will have the opportunity to complete the following courses within the first 12 months and further technical ongoing development will be available:

• ITIL 4 Foundation - IT Service Management Certification.
• The Service Desk Institute - Service Desk Analyst Course.

Person specification:

• Clear and confident written and verbal communication skills.
• A positive attitude and ability to work well as part of a team.
• Willingness to tackle challenging problems and situations, taking ownership and initiative where required.
• Possesses a curious mindset with sharp analytical skills and keen attention to detail.
• Adaptable, creative, and solution-oriented when navigating challenges and change.
• Exercises sound judgement with effective problem-solving and decision-making capabilities.
• Strong attention to detail when recording and maintaining information.
• Plans and organises effectively, anticipating risks to proactively mitigate potential issues.
• Proficient IT skills, including experience using IT support applications.

Essential Criteria:

• Demonstrated customer service expertise combined with IT proficiency, in either an academic or professional environment.
• Experience of working in a customer facing role.

Important Information:

• Full-time role: Due to operational needs, this post is full-time; however, applicants who need to work a more flexible arrangement are welcome to apply.
• Security: The successful candidate should already hold or be willing to obtain, Security Check (SC) clearance level before starting the role.
• This post is open to 'UK Nationals Only'.

Benefits:

• Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme.
• HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments.
• We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
• Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies. Personal support. Coaching and development.