Service Desk Technical Officer - Gillingham (Kent)
hace 2 días
Gillingham
About the job Job summary Discover what it's like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here. Rule keepers - begin your compliance journey The team is responsible for delivering and maintaining a specialist sensitive IT infrastructure and national network of services to HMRC investigators with a footprint across 24 sites. Covert Operations & Digital Exploitation (CODE) Technology is responsible for delivering a broad portfolio of change initiatives, both to sustain and transform Fraud Investigation Service's (FIS) legacy sensitive technologies and to deliver innovative new solutions, designed around our customers' needs. CODE integrates digital transformation, project delivery, process improvement and product management to maximise impact and deliver sustainability. Here's a testimony from two team members: Ian - "I joined as an IT novice, with great training and support within three years I've become a Lead Service Desk Officer, moved into Infrastructure Operations and achieved promotion." Nicky - "When I joined the Service Desk, I had limited IT experience. Since then, my technical knowledge has grown significantly; I'm now a Lead Service Desk Officer and continue to develop new skills every day." Job description This role sits within CODE Technology which has an integral role in His Majesty's Government's fight against serious and organised crime, supporting investigations totalling hundreds of millions of pounds each year. Are you passionate about delivering great customer service? Whether your background is in retail, hospitality, or a call centre environment, your existing skills will provide a strong foundation to support our users effectively. You don't need to be an IT expert-this is a development role where you'll receive comprehensive on the job training and access to an excellent training budget to help you grow your technical skills. Join a supportive and collaborative team: As part of the Service Desk, you'll provide a single point of contact for IT users across HMRC. You'll deliver a consistently high standard of customer service, accurately logging and monitoring support activity using service desk software and keeping users informed of progress. You'll work in a team that values collaboration, mutual support, and continuous improvement. Develop your IT career: The Service Desk is an ideal starting point for your IT career, providing hands on experience across a wide range of bespoke ICT systems and services. You'll build valuable skills while troubleshooting, recording, escalating, and communicating technical issues. You'll also have opportunities to work alongside experienced colleagues and contribute to additional project work. This vacancy has arisen due to an internal promotion. Since 2017, 11 Service Desk colleagues have progressed through internal promotion, with some now in senior technical roles. Join us and develop your career. Job Duties: The role will include but not be limited to: - • Provide a professional first point of contact for IT related enquires, delivering excellent customer service using ITIL aligned processes., • Diagnose and resolve Level 1 and Level 2 incidents using a range of tools, working within Service Level Agreements., • Take ownership of issues and escalate effectively, ensuring accurate and timely information is provided to technical teams., • Build and maintain effective working relationships with customers, colleagues, and suppliers., • Capture and share knowledge to support team learning and continuous improvement., • Carry out general IT administration tasks accurately and efficiently such as password changes; server monitoring; planned moves and changes, reporting and setting up new user accounts., • ITIL 4 Foundation - IT Service Management Certification., • Clear and confident written and verbal communication skills., • A positive attitude and ability to work well as part of a team., • Willingness to tackle challenging problems and situations, taking ownership and initiative where required., • Possesses a curious mindset with sharp analytical skills and keen attention to detail., • Adaptable, creative, and solution-oriented when navigating challenges and change., • Exercises sound judgement with effective problem-solving and decision-making capabilities., • Strong attention to detail when recording and maintaining information., • Plans and organises effectively, anticipating risks to proactively mitigate potential issues., • Demonstrated customer service expertise combined with IT proficiency, in either an academic or professional environment., • Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary., • Family friendly policies., • Personal support., • After submission of the first stage of your application, you will be invited to complete a Customer Service Skills Test. If you successfully pass the test, you will be invited to complete the final stage of the application. The test has the same deadline as the full application so please leave plenty of time to submit this following your test., • A name-blind CV, to include your Employment/Academic History, highlighting specific responsibilities and achievements that are relevant for this role and how they align with the Essential Criteria, in up to 500-words in total. Please can you set this out in the order of - Name of Employer (for educational institutions just put University or College etc not the name of the institution) - Job/Course Title, then list your Key Achievements , Responsibilities/Studies and Qualifications Gained. Please note: There is no word count on the Employment History box, any words over the 500-word limit will not be assessed.