We currently have opportunities for new IT Services Support staff to develop an exciting career within our unique IT environment, playing a vital part in keeping the country safe.

Whether you are experienced in IT Services Support work and looking for exciting new opportunities, or are at the start of a new IT career path with a passion for technology, our aim is to find you a suitable role and nurture the development of your future IT career.


The Role

We currently have opportunities available for Service Desk Analysts in our First Line Support team, and IT Support Officers in our 24/7 Operations Control Centre. Our recruitment process will explore your suitability and preferences for both available roles, enabling us to offer you an opportunity that best matches your aspirations and abilities.

Whichever area you join you will be working in a dedicated team to respond to issues being experienced by your colleagues across MI5 and the other security agencies, often within tight business deadlines. Drawing on your IT experience you will resolve issues promptly, escalating more complex problems when necessary. You’ll support a vast user base, communicating professionally with a variety of individuals at all levels.

Training is at the heart of everything MI5 does and in this role you will be able to train in a range of applications and gain recognised qualifications, such as ITIL Foundation v3 and several CompTIA qualifications. We work closely with every new team member to create a personalised development plan.

Key Responsibilities

• Liaising professionally with a range of customers across MI5 to understand their issues and the impact of those issues on their ability to work

• Solving IT issues for customers where possible, escalating more complex problems as appropriate

Unique to Service Desk Analysts:

• Answering IT related customer calls, acting as first point of contact for a variety of incidents and service requests

Unique to IT Support Officers:

• Monitoring critical MI5 systems across the whole MI5 estate, helping to detect and report issues before they impact on the business

• Providing a vital out of hours function for the Service Desk, Incident Management, and Communications Centre during the night and at weekends

The Person

We are seeking enthusiastic and motivated individuals, preferably with an IT Accredited Qualification or some experience in an IT-related subject from A-Level equivalent upwards.

Holding a good level of experience with Microsoft Office products, you will be committed to providing outstanding customer service. You will use your excellent communication and problem solving skills to meet customer requirements.

Those with more established experience in an IT problem resolution environment may be particularly interested in our IT Support Officer roles, which also offer shift working opportunities.

Whatever your current level of IT Services experience, of utmost importance is your willingness to train and develop yourself in a variety of technical applications.


Recruitment Process

The first thing we will ask you to do is complete our pre-screening questions to find out if you meet our initial criteria. If you do meet these criteria we will then ask you to begin an application.

You will need to create a log in and provide your full name, email address and a memorable password. Once you have successfully created a personal account, you will be required to complete an initial registration form, providing contact details and equal opportunities monitoring information.

You will then be invited to complete an online application form, which will consist of basic eligibility questions, sections for you to list your qualifications and work experience, as well as exploring your motivation to work for MI5 and your interest in developing an IT career with us. Our recruitment team will conduct a sift of your application.

If you are successful, you will be invited to attend an assessment centre in London to explore your suitability for our available IT Services areas. If you successfully pass this stage you will be made a conditional offer of employment. This offer is made on the condition that you pass the Developed Vetting (DV) stages of the process, which will include a security interview with one of our vetting officers.  

You should read about the vetting process and satisfy yourself that you meet the criteria outlined in the vetting pages of the How to Apply section prior to submitting an application. Giving misleading information or omitting or concealing information during the recruitment and vetting process is viewed very seriously. You should ensure that you follow our guidance from when you apply.


Guaranteed Interview Scheme

As part of our commitment to the “Disability Confident” scheme we offer an interview to all candidates with a disability who meet our minimum criteria for the job vacancy that they are applying for. This is known as the Guaranteed Interview Scheme (GIS).

Along with the standard eligibility requirements for this post, your application will be assessed on how far you meet the job requirements. Your application must score the minimum amount of points set. On successful completion of this stage, you will be invited to interview. This will normally be a telephone interview and is our guaranteed interview.


Eligibility Criteria

To be eligible to apply, you must meet our residency criteria. You must be a born or naturalised British citizen and one of your parents must be a British citizen or have substantial ties to the UK.

Candidates must normally have been resident in the UK for nine out of the last ten years. This is particularly important if you were born outside the UK. However, we will still consider you if you’ve served overseas with HM Forces or in some other official capacity as a representative of Her Majesty’s Government, studied abroad, or lived overseas with your parents.

Due to vetting requirements you will need to be 18 years old, or above, to apply. Your application may take around six months to process.

Owing to the sensitivity of our work, we do not publicly disclose the identities of our staff. Discretion is vital. You should not discuss your application, other than with your partner or a close family member.

The Security Service is committed to reflecting both equal opportunities and the society we protect.