Service Desk Technical Officer

at  HM Revenue and Customs

JOB SUMMARY

Discover a career in your hands at HMRC. Whether you’re seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
HMRC is the UK’s tax, payments and customs authority and we have a vital purpose: we collect the money that pays for the UK’s public services and help families and individuals with targeted financial support.
Covert Operations, Digital Exploitation (CODE) sits within HMRC’s wider Fraud Investigation Service (FIS) responsible for the department’s civil and criminal investigation work. FIS ensures that HMRC has an effective approach to taking on the most serious tax evasion and fraud.
Working across Law Enforcement and government, CODE provides investigative tools and covert techniques to front-line investigations and works with key partners to develop and provide access to new technology and systems to enable investigators to respond to serious and complex tax evasion and crime.
Here’s a testimony from team members who joined in 2022 with minimal IT experience one of which has recently progressed into an IT Infrastructure role:
Ian - “I joined as an IT novice and have been able to develop my skills and knowledge. I’ve since made significant contributions to the team, which are rewarding and undertaken personal development supporting my career development.”
Nicky - “When I joined the Service Desk I had little knowledge of IT but since joining my knowledge has grown and I now know a lot about IT and keep learning every day”

JOB DESCRIPTION

Are you passionate about providing great customer service?
Whether your previous experience is in retail, hospitality or a call centre, your knowledge will give you the foundations to provide the vital support our users need. Don’t know it all yet? Not a problem! This is a development role where you’ll be given on the job training as well as access to a superb training budget to help you improve your skills.
Want to join a supportive team?
You’ll join the Service Desk who provide a single point of contact for IT users within HMRC. Your customer service skills will ensure our users receive a first-class service every time. You’ll monitor and record all support activity using service desk software and keep users up to date with progress. You’ll do this amidst a team who seek to help each other and work together to resolve issues. We look to continuously improve the way we work for the benefit of the team and our users.
Do you have a keen interest in IT, investigating problems and want to develop your career?
The Service Desk provides a platform to launch your career from, providing technical support across a wide range of bespoke ICT systems and services. Whilst you are troubleshooting, recording, escalating and communicating issues, you will develop a wide variety of skills beneficial for developing further in IT. At times you will work alongside more senior colleagues to investigate issues, as well as having the opportunity to take on additional project work to develop your skills.

TRAINING REQUIREMENTS

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 .

TECHNICAL SKILLS

We’ll assess you against these technical skills during the selection process:

• Question
• Exercise

Benefits
Alongside your salary of £29,475, HM Revenue and Customs contributes £8,538 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by as 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.

To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service
Things you need to know

HOW TO APPLY

To start the application process you will need to complete the Customer Service Skills Test, if this is passed you will then be able to complete the online application which includes:

We recommend candidates complete the online tests as early as possible to allow sufficient time to complete and submit their application form prior to the campaign closing at 23:55 on xx/xx/xx

• A name-blind CV including your job history, qualifications and previous experiences for your last 3 roles. Your CV should set out your career history (max 750 words) and for each role include:
• A brief description of your duties, Skills and experience, Key achievements.
• Any words over the 750 word limit will not be considered.The CV is for information only and will not be scored
• A 500-word personal statement. Your personal statement should show how your skills and experience meet the role requirements in the essential criteria and job description. Your evidence needs to show us you have the experience, approach, and skills we’re looking for.Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words.

Further details around what this will entail are listed on the application form.
We acknowledge that AI can assist you in your application. Find our guidelines here.

NATIONALITY REQUIREMENTS

Open to UK nationals only.

For this role you must be

• A UK national
• Hold Security Check (SC) clearance level or be willing to be SC cleared to take up duty and be prepared to attain DV clearance

The role will include but not be limited to: -

• You will be the first point of contact for all enquiries relating to the CODE Technology team. You will use ITIL aligned processes to ensure enquiries are dealt with in the appropriate manner giving customers the best possible service.
• Making use of all available tools and resources to undertake level 1 & level 2 fault diagnostics and implement fault resolutions where appropriate within Service Level Agreements.
• Taking ownership of issues, you will gather essential information for the escalation of issues to other technical teams.
• Keeping an awareness of our services, you will maintain and enhance relationships with both customers and suppliers, to ensure the team delivers a respected professional service.
• Document knowledge from learning opportunities to share with the rest of the team and look for ways to improve processes.
• The Service Desk is open from 08:00 to 17:30 and as part of the team you will work between 08:00 and 15:30 or 10:00 and 17:30 on a rota basis.
• Perform general IT administration tasks such as password changes; server monitoring; planned moves and changes, reporting and setting up new user accounts