Service Desk Technical Higher Officer

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

- 404435

**Salary**:

- £36,320 - £39,234
- 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)

**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.

**Are you passionate about providing great customer service?**

Driving customer service excellence across the team, you will excite the team about putting our users first, responding at our best in every situation and infect the team with your enthusiasm. You will handle incidents, complaints & escalations in your stride setting an example to the rest of the team.

**Do you have experience working in IT?**

The team provides technical support across a wide range of bespoke ICT systems and services. Whilst you are supporting the team in troubleshooting, recording, escalating and communicating issues, you will 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 work to develop your skills.

**Do you want to develop Management skills?**

This is a great opportunity to develop your career and get experience in managing a team. Working with the Service Desk Manager you will ensure all aspects of running the team are covered including rotas, leave, sickness, communicating with users, leading meetings and being a technical point of escalation for the team.

**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:
- Supporting the team in being the first point of contact for all enquiries relating to CODE Tech. Using ITIL aligned processes to ensure enquiries are dealt with in the appropriate manner giving customers the best possible service.
- Ensuring the team has the knowledge and resources to make use of all available tools to undertake level 1 & level 2 fault diagnostics, within Service Level Agreements. This will involve conducting or co-ordinating training for new and existing staff.
- Taking ownership of escalations, complaints, Problem Management and High Priority Incidents, you will co-ordinate an effective response and ensure all avenues are explored.
- 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.
- Responsible for ensuring the documenting and reviewing of knowledge and processes. Looking for ways to continually improve the team’s processes & procedures.
- The Service Desk is open from 08:00 to 17:30 and at times you will be required to work flexibly and provide cover.
- Development of the service offering to customers through omnichannel support and encouraging the use of self-service first.
- Covering for the Service Desk Manager in aspects of HR and overall management of the team, with the expectation to line manage a small service desk