IT Service Management Support (First Line IT Support) Ref. 272

GCHQ offers a unique employment opportunity. Using our world class technical experience and expertise, we provide intelligence and protect information as part of our mission to safeguard our people, businesses and interests in the cyber age.

The IT Service Management Support Team provides a key role in this and is looking for bright, enthusiastic, IT literate people who are customer focused and who would be comfortable working in a fast-paced team environment.

A three year development opportunity which will not only result in you being able to provide support to our major IT systems, but also give you the basic knowledge and skills with which to build a career within GCHQ.

IT Service Management Roles

Successful applicants will be placed in one of the 4 areas where you will be able to develop your IT skills.

Roles include:

IT Service Desk

The IT Service Desk provides a unique opportunity to learn about IT at GCHQ in a helpdesk environment. This team provides first line IT support to customers through investigation of fault reports. Responding to customers queries via telephone, email, self service fault logging and instant messaging, the successful applicant will use Remote Screen Takeover tools and an extensive range of knowledge repositories to quickly restore service. The right candidate will have excellent customer service skills, a desire to learn, ability to work within small and medium-size teams and good communication skills.

(Rota between the hours of 0800-1600 or 0900-1700)

First Line System Support

The First Line System Support team provides a good opportunity to learn about IT at GCHQ. This team provides first line support for a wide array of communications systems, dealing with anything from routine housekeeping tasks, to first line fault investigation through to resolution. The role includes responding to customer telephone calls, emails and fault reports. The right candidate will have strong customer service and communication skills. They will have a desire to learn with the ability to carry out routine work whilst applying their skills to the more challenging aspects of the role. Good team working skills are essential within this small team. Training could lead to commercially recognised qualifications in IT Service Management.

(Flexible working – this allows individuals to vary the times they start and finish work each day, enabling them to take up to 4 days additional leave (‘flexi’) per 4-week period)

IT Access Management

The IT Access Management team provides an excellent opportunity to learn about IT at GCHQ. The team is responsible for providing customers with IT accesses and/or accounts across the IT infrastructure through various administration tools. The role is customer driven and focuses on granting accesses to meet business needs. The right candidate will have good customer service and communication skills, a desire to learn and the ability to accept and carry out routine work with the opportunity to apply their skills to more challenging aspects of the role. Good team working skills are essential within this team.

(Flexible working – this allows individuals to vary the times they start and finish work each day, enabling them to take up to 4 days additional leave (‘flexi’) per 4-week period)

Service Request Fulfilment Team

The SRF team will provide you with an overview of technical and business services offered across GCHQ and the opportunity to meet a variety of personnel across the Department, therefore the ability to communicate effectively is essential, as is the ability to turn technical speak into everyday English!  The main responsibility of this role is to craft and test services within our Catalogue, provide demonstrations to customers and arrange releases into the live environment.  This is a busy role and can be varied for the right individual as there are many opportunities to apply skills to more demanding challenges.

(Flexible working – this allows individuals to vary the times they start and finish work each day, enabling them to take up to 4 days additional leave (‘flexi’) per 4-week period)

Requirements

You will need to have a keen interest in information technology and be able to work as an effective member of a team. Additionally, as all our support roles are heavily customer orientated, you will need to be able to provide evidence of:

• Excellent customer focus skills, including understanding and meeting requirements, improving service and effectively managing expectations.
  

• Clear communications skills and the ability to actively and effectively contribute to a discussion.
  

Additionally:

You should have or expect to gain by the end of the year:

5 GCSEs (or equivalent) at Grade C or above, including Mathematics, English and an IT-related or Science subject and be able to demonstrate your interest in IT.

Or

A nationally recognised (post-GCSE level) qualification in a directly relevant subject (eg ‘A’ Level Computer Studies, BTech Computing, Diploma in ICT systems Support)

Or

Relevant experience in one of the fields of IT Service Desk, First Line System Support, IT Access Management and Service Request Fulfilment.

Note: see further information regarding minimum age requirements

FURTHER INFORMATION

Location

All posts are based in Cheltenham.

Hours

42 hours per week including a one hour lunch break each day (37 hours net) for the IT Service Desk and First Line System Support roles.

Part time working is available for the IT Access Management and Service Request Fulfilment roles, though a minimum of 25 hours (net) attendance per week is required.

Salary

The current full time starting salary is £18,601 (pro rata)

The Selection Process

As a pre-requisite of applying for this campaign you need to be able to meet our recruitment requirements. Full details can be found at http://www.gchq-careers.co.uk/recruitment-process.html

As part of this campaign you will be expected to undergo:

• A minimum Eligibility Sift (see above)
• Business Sift
• Assessment Centre

Interviews will be held either at Cheltenham or in the nearby vicinity.

Minimum Age Requirement

Candidates must be adult to undergo the security vetting process so need to be 18 years or over at the campaign closure date

Key Dates to Note

Campaign Closure Date: 11pm on 9th July 2015

Interviews: w.c 10th August 2015

Expected Start Dates

Commencement of employment will vary depending on length of time that it takes for security clearances to be obtained. Start dates are estimated to be late 2015 / early 2016.