IT and Customer Service Support Ref.1850

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Technology Roles
London, Cheltenham (located within an hour’s journey of Birmingham and Bristol)

GCHQ, the longest standing code-breaking intelligence agency in the UK, is offering you an exciting opportunity to join our organisation in our First Line IT Support Teams in London and Cheltenham.


As GCHQ’s First Line IT Support, you’ll work in teams investigating IT issues via a service desk or providing IT accounts and accesses. You’ll communicate effectively and professionally with a range of internal customers via telephone, email, face-to-face and online chat, to resolve queries and keep our business running smoothly. If you’re passionate about customer service, have strong communication skills and a desire to work in a fast-paced environment, we want to hear from you!

We offer comprehensive training on a variety of IT applications and administration tools. You’ll have a unique opportunity to learn about the work of the intelligence services and technology, as well as develop the wider skills and competencies that you need to further your career within GCHQ.

Our service desk operates Monday – Friday on a rota system with various hours between 8am and 6pm.  Some of the roles offer flexible working where operational commitments allow.  Wherever possible, we accommodate reduced hours or job share options, balanced against business needs.

We have opportunities in London and Cheltenham.

You’ll start with 25 days’ annual leave (plus public holidays) and access to a number of benefits and networks.  


A minimum of 2 GCSEs grade 5 or above in Maths and English.

Previous customer service skills are desirable but not essential, as long as you have the desire to learn and develop. You’ll be a competent user of IT applications and interested to learn more.  A consummate communicator you’ll expertly share knowledge and insight, with a range of customers and be comfortable working in small to medium-sized teams.

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… rule yourself in and give it a go!

The UK Intelligence Agencies – MI5/MI6/GCHQ – are Equal Opportunities employers, committed to reflecting the society we protect.  Our recruitment process is fair, transparent and based on merit.  We particularly welcome applications from diverse and under-represented groups.


At GCHQ we’re proud of our inclusive and supportive working environment that’s designed to encourage open minds and attitudes. As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential. With comprehensive training and development opportunities, tailored to your needs and the requirements of your work, we’ll enable you to flourish in your role and perform to the very best of your abilities.


As one of Britain’s intelligence agencies, we unlock the complex world of communications to keep our nation safe. We work closely with MI5 and MI6, 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. It’s challenging, varied and meaningful work that you simply won’t find anywhere else.


London £26,481 pro rata (includes £5500 London Pay Addition and concessionary pay)

Cheltenham £20,981 pro rata (including concessionary pay)



Cheltenham (located within an hour’s journey of Birmingham and Bristol)


To apply for this position, you must meet our nationality, residency and security requirements.  You’ll find more details here: Recruitment Process.

As users of the disability confident scheme, we also guarantee to interview all disabled candidates who meet the minimum business sift criteria for our roles.

You can familiarise yourself with the general competencies we use to assess the aptitude of candidates here: Recruitment Process.

Be prepared to dedicate 60-90 minutes to completing your application. We’re conscious this might be more time than you expected, so our system will allow you to save your application at any time and come back to it later. But remember to submit your full application before the closing date.

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

- Application Form
- Business Sift
- Face to face interview*
- Drug test

*Interviews will be held in London and Cheltenham/Gloucester.

This Program / Vacancy is closed to applications.