Service Desk Technical Officer - Gillingham, United Kingdom - HM Revenue and Customs

HM Revenue and Customs

Verified Company

Gillingham, United Kingdom

3 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £27,650 - £29,728
Job grade:

Executive Officer
Contract type:
Permanent
Business area:
HMRC
CCG
Fraud Investigation Service
Digital Support & Innovation
Type of role:
Digital
Working pattern:
Flexible working, Fulltime, Job share, Parttime, Compressed Hours, Part Year
Number of jobs available:
1Contents

Location

About the job

Benefits:

Things you need to know

Location

Gillingham (Kent)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.

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 want to 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:

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 facetoface, as well as strong written communication skills.
Highly motivated proactive 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;