Service Desk Admin Officer

**Details**:
**Reference number**:

- 411223

**Salary**:

- £36,320 - £44,614
- National Minimum £36,320 Maximum £39,234 - London Minimum £41,289 Maximum £44,614
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Higher Executive Officer

**Contract type**:

- Permanent

**Business area**:

- HMRC - CCG - Fraud Investigation Service

**Type of role**:

- Digital

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 1

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Gillingham (Kent), Stratford Regional Centre.

**About the job**:
**Job summary**:
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

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 help families and individuals with targeted financial support.

Covert Operations, Digital Exploitation (CODE) 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, CODE’s Capability, Development, Infrastructure and Innovation (CDII) team provides investigative tools and covert techniques to front-line investigations and works with key partners to develop and provide access to new technology and systems to enable investigators to respond to serious and complex tax evasion and crime.

**Job description**:
This role sits within the CODE Technology team and is integral to the wider CDII team and plays 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. This requires specialist network and technology, which the Service Desk team is responsible for supporting.

**Do you have an eye for detail?**

Being able to spot mistakes, errors and gaps in records will be essential as you will be responsible for the recording of licences, certificates and assets on the estate.

**Are you proactive?**

This is a new role within the Service Desk team and whilst some of the processes are existing it will be your role to develop, improve and excel at.

**Are you confident interacting with others?**

To get this job done you’ll need to liaise with the wider CODE Tech team, auditors and contractors. You’ll need to be confident and persistent ensuring you get the information you need in time, ensuring its accurate and reliable.

**Person specification**:
For this role you must be:

- A UK national.
- Hold Developed Vetting (DV) clearance level or be willing to be DV cleared to take up duty.

The role will include but not be limited to:
- **Licence & Asset Management**
- Responsible for ensuring the recording & monitoring of asset information and usage.
- Providing responses to enquiries/audits around assets & licensing.
- Highlighting licence over/under use to relevant parties.
- Co-ordinating auditing & remediation of assets and where necessary performing audits.
- Providing information on renewals to inform purchasing and life-cycle decisions.
- Working alongside the Infrastructure Operations team to ensure collaborative working in this area.
- Become familiar with our licencing terms from our different vendors to provide advice and support.

**Certificate Management**
- Ensuring certificate records are up to date and processes in place to capture all certificate renewals.
- Ensuring processes are followed to alert the team to upcoming renewals.

**Assurance**
- Performing assurance tasks as required on system administrator access on the network.
- Working with security experts and team managers to identify assurance tasks and ensure processes are being followed.

**Monitoring & Event Management**
- Responsible for monitoring and event management, ensuring the teams within CODE Tech have the right monitoring in place and are responding appropriately.
- Providing/Reporting Management Information stats on all the above areas.
- This role aligns with the Government Digital and Data framework.

**Essential Criteria**
- Experience supporting IT Asset Management (ITAM) in a technical environment.
- Experience of Monitoring and Event Management in a technical environment.
- Experience speaking confidently to people over the phone and face to face, and strong written communication skills.
- Highly motivated and pro-active, able to work self-sufficiently to drive forward your own work.
- Experience achieving through others, working with team members t