NCSC IT Delivery Team Member Ref. 2165

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Operational and Surveillance

Short Summary of role

At GCHQ, diversity and inclusion are critical to our mission. To protect the UK, we need a truly diverse workforce that reflects the society we serve. This includes diversity in every sense of the word: those with different backgrounds, ethnicities, gender identities, sexual orientations, ways of thinking and those with disabilities or neurodiverse conditions. We therefore welcome and encourage applications from everyone, including those from groups that are under-represented in our workforce.

NCSC is committed to make the UK the safest place to live and do work online, and as part of GCHQ and one of Britain’s intelligence agencies, we unlock the complex world of communications to keep our nation safe. We work closely with our partners in the intelligence community to safeguard Britain’s people, interests and businesses from various threats. Think cyber attacks, espionage, terrorism and organised crime. Its challenging, varied and meaningful work that you simply won’t find anywhere else.

To support our mission the NCSC is looking to recruit an enthusiastic member to join our IT Delivery team. This role specialises in 2nd Line IT Support and the preparation and delivery of device hardware used by NCSC staff.

You will work closely with other members of the support team and the developer community which are based across various sites in UK. You will be using best practises to ensure you provide a quality support and service for the systems and hardware that we supply to our users.

You will be the key point of contact in Manchester for preparing, delivering, and supporting IT for the NCSC. Working very closely with other team members, mostly communicating via the use of virtual technology as the team is split across different locations.

What will the successful candidate be doing?

The role will be based in Manchester, you will be the main point of contact at the selected site. You will be confident helping to troubleshoot and find solutions alongside working with the team creating quick workarounds for scenarios that can sometimes be urgent. Keeping calm under pressure is a must. You must be a great communicator and team player, as although the team are placed across various locations – the majority of workload and IT support requests coming through are centralised and can often be resolved remotely. For this role, being a team player is crucial to finding quick resolutions and ensuring nothing has been missed.
Your role would typically include:

· Providing Second Line support to the NCSC user community.

· Ensuring you follow strict security protocols and processes that are in place.

· Configuring devices upon request - Arranging delivery/ collection of devices.

· Helping with NCSC Events (sometimes, with notice, outside of normal working hours).

· Maintaining NCSC IT Assets, ensuring information is kept up to date for auditing purposes.

· Following repeatable defined methods and processes to support our desktop clients, portable devices, and user directory service platforms.

· Help maintain new and existing technology with an open mind.

· Monitoring process functions such as change management and problem management.

· Having a strong interest in new and existing technologies such as the cloud and O365. There will be opportunities to engage in wider NCSC project work, development opportunities and enhancing your technical understanding.

You will have a career pathway to enable you to progress into other roles after three years. There will be training opportunities for personal development in an environment that encourages you to widen your experiences.

Whilst the roles we offer are challenging, our flexible working policy ensures a healthy work-life balance. We have a culture of flexible working, and wherever possible we accommodate people who wish to work reduced hours, job shares, or non-standard working patterns.

Who are you looking for?

We are looking for a talented, flexible, and committed person that has a strong customer service background. Alongside this, you will need to provide examples of IT technical knowledge or previous IT Support experience to be eligible for this role.

You should have a strong focus on providing great customer service and be able to manage customer expectations confidently. You will need to engage with a whole range of teams and individuals – going above and beyond where possible to continue and maintain our team’s great reputation. You will need to be well organised as well as a willingness to learn and adapt to changing priorities.
If successful, training for this role will be provided in Cheltenham with accommodation and travel costs provided. Training would be expected to take 1-2 months. Once training is completed a member of the team will be onsite with you in Manchester for a week to ensure you are settled in. You will be responsible for keeping in touch with the team remotely, via the technology we have available. Your line manager will be based at another site but will be contactable daily – and will check in on you frequently too. You must be happy to take responsibility working with a team that are not on the same site as you, therefore excellent communication skills are required for this role. You will be on the same site as other IT support teams which we work very closely with and you will be engaging with NCSC colleagues every day.

If you’re excited about working with us and think you have some of what we’re looking for but aren’t sure if you’re 100% there yet… Back yourself and give it a go!

The successful applicant will need to have:

  •     Communication and Knowledge sharing - Intermediate – Essential now
  •     Change and Innovation - Fundamental – Essential Now
  •     Analysis and Decision Making - Intermediate – Desirable
  •     Contribution to Delivery - Intermediate – Essential in 6 months
  •     Managing the Customer Relationship - Intermediate – Essential now
  •     Working with and Leading Others - Intermediate – Essential in 6 months

Benefits we offer

  •     Access to learning and development tailored to your role
  •     Working environment that supports a range of flexible working options
  •     A working culture which encourages inclusion and diversity
  •     A civil service pension
  •     25 days annual leave, increasing to 30 days based on length of service.


£30,831 which includes the National Security Payment



Selection Process
To apply for this position, you must meet our nationality, residency requirements. You’ll find more details here –
As users of the disability confident scheme, we also guarantee to interview all disabled candidates who meet the minimum criteria for our roles.

Once we’ve established that you meet our eligibility criteria, the next steps of this selection process are:

  •     Application upload
  •     Sift
  •     Interviews will take place January or February 2021. These will include competency-based and technical questions. Interviews may be held via webcam or face to face in Manchester
  •     Drugs test

If you successfully complete these stages, you’ll receive a job offer, conditional upon you completing our Developed Vetting (DV) process, which enables you to obtain the level of security clearance required to perform this role. Please be aware that receiving DV clearance usually takes several months, so you are almost certain to have a long wait between provisional job offer and beginning in role.

Discretion is vital. You should not discuss your application for DV, other than with your partner or a close family member, providing they are British. You should make them aware of the importance of discretion. You should not post on social media sites about your application or discuss it with anyone else at this stage.

The closing date for application is 2 December, however if we receive the amount of applications required, we may close the vacancy early. Applicants are encouraged to apply promptly to avoid disappointment. We reserve the right to close the advert early.


This Program / Vacancy is closed to applications.