Service Desk Technical Officer
View: 102
Update day: 11-06-2024
Location: Gillingham South East
Category: Information Technology Legal / Contracts Social Work / Community Services Part-time
Industry:
Job type: Full-time, Part-time, Permanent
Salary: £27,650 - £29,728 a year
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About the job
Job summary
HMRC is the UK’s tax, payments and customs authority and we have a vital purpose: we collect the money that pays for the UK’s public services and provides help to families and individuals with targeted financial support.
Digital Support and Innovation (DSI) sits within HMRC’s wider Fraud Investigation Service (FIS) responsible for the department’s civil and criminal investigation work. FIS ensures that HMRC has an effective approach to taking on the most serious tax evasion and fraud.
Working across law enforcement and government, DSI provides investigative tools and covert techniques to front-line investigations. It works with key partners to develop and provide access to new technology and systems, which enable investigators to respond to serious and complex tax evasion and crime.
See what it’s like to work at HMRC:find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.
Job description
Want to use your customer service skills to really make a difference?
Whether your previous experience is in retail, hospitality or a call centre, your knowledge will give you the foundations to provide the vital support our users need. Don’t know it all yet? Not a problem! This is a development role where you’ll be given on the job training, as well as access to a superb training budget which tailored to help you improve your skills.
Want to join a supportive team?
You’ll join the Service Desk who provide a single point of contact for IT service users within HMRC. Your customer service skills will help ensure that they receive a first-class service every time. You’ll monitor and record all support activity using service desk software, and keep service users up to date with progress. You’ll do this as part of a team who seek to help each other and work together to resolve any issues. We look to continuously improve the way we work for the benefit of the team and of our service users.
Do you have a keen interest in IT, investigating problems and wantto develop your career?
The Service Desk provides a platform to launch your career from, providing technical support across a wide range of bespoke ICT systems and services. Whilst you are troubleshooting, recording, escalating and communicating issues, you will also develop a wide variety of skills beneficial for developing further in IT. At times you will work alongside more senior colleagues to investigate issues, as well as having the opportunity to take on additional project work to develop your skills.
Person specification
This role underpins the activity of the wider DSI technology teams. The successful candidate will be part of a small highly specialised team who provide varied and challenging 1st and 2nd line IT support to a wide range of customers across the national FIS estate.
The role will include but not be limited to;
- Providing the first point of contact for all enquiries relating to the DSI Technology team, using ITIL aligned processes to ensure enquiries are dealt with in the appropriate manner, and ensuring customers are given the best possible service.
- Making use of all available tools and resources to undertake level 1 & level 2 fault diagnostics, and implement fault resolutions where appropriate within Service Level Agreements.
- Taking ownership of any issues raised, and gathering essential information for the escalation of issues to other technical teams so they can be resolved.
- Keeping an awareness of our services, you will maintain and enhance relationships with both customers and suppliers, to ensure the team delivers a respected professional service.
- Documenting knowledge from learning opportunities to share with the rest of the team and look for ways to improve processes.
- Performing general IT administration tasks such as password changes, server monitoring, planned moves and changes, reporting and setting up new user accounts.
Essential Criteria;
- Ability to speak confidently to people both over the telephone and face-to-face, as well as strong written communication skills.
- Highly motivated pro-active team player.
- Willingness to learn and tackle challenging problems and situations.
- Proficient in using IT including but not limited to; Microsoft Products, Google, Outlook, Teams, Word & Excel.
- All applicants must hold or be able to obtain Developed Vetting (DV) security vetting clearance.
Desirable Criteria;
- Experience of working in a customer facing role.
Behaviours
We’ll assess you against these behaviours during the selection process:
- Working Together
- Communicating and Influencing
- Managing a Quality Service
Technical skills
We’ll assess you against these technical skills during the selection process:
- Interview question
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
- Health and wellbeing
- Volunteering opportunities
- Cycle to work scheme
Find more about HMRC benefits in ’Your little extras and big benefits handbook’ for further information or visit Thinking of joining the Civil Service.
Things you need to know
Selection process details
As part of the application process you will be asked to complete a Customer Service Skills test, CV & Personal Statement.
Assessment and Sift:
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.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 04/08/2023. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs websit
The final stage of your application includes;
- A CV which should include details of Academic Career, Qualifications and Job history. (Qualifications 250 words max) Career History (500 words max).
- A Personal Statement of maximum 500 words which should demonstrate how your experience meets the criteria for this role as outlined in the job description and essential criteria.
Only your Personal Statement will be scored.
Candidates who pass the sift will be invited to interview and further assessed against the listed Behaviours, Technical Skills and Strengths.
The Technical Skill that will be assessed is ‘The candidates understanding of basic IT functionality and /or aptitude for this work’.
Technical skills will be tested at interview by way of questions based on the essential criteria detailed in the advert.
The Strength-based questions look at a combination of what you are good at and what you enjoy doing. They focus on specific areas which motivate, naturally enthuse and excite candidates.
Sift and Interview will aim to take place within 5 weeks of the advert closing date.
We reserve the right to raise the score required at any stage of the process in order to manage numbers.
Interview dates to be confirmed
Interviews will be held either by video or face-to-face.
A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.
Eligibility
To check that you are eligible to apply, review this eligibility information
Important information for existing HMRC contractual homeworkers:
Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible.
Diversity and Inclusion
At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.
Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.
For more information on how we make this happen, review this information on our culture and values
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
The Civil Service runs a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Locations
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
Security Update
For more information on the level of security checks we will carry out, review this information on security checks
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Developed Vetting (DV) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for DV is 10 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Further Information
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application/s will be withdrawn from the process.
Duplicate applications for the same vacancy will also be withdrawn.
Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk
Problems during the application process
If you experience accessibility problems with any attachments on this advert, please contact the email address in the ’Contact point for applicants’ section.
If you think you’ve made a mistake on a short application form (e.g. you’ve ticked the incorrect eligibility box), please contact hmrcrecruitment.grs@cabinetoffice.gov.uk at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.
Please use the subject line to insert appropriate wording e.g. Please re-open my application - 296523 & vacancy closing date 03/08/2023. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.
For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
Deadline: 26-07-2024
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