Job Specifications
Cheltenham, London
Job Summary
Whether you’re already working in IT or in an unrelated field, this is a unique opportunity to step into a fascinating role at the very heart of GCHQ.
Our work depends on our technology and systems functioning seamlessly every day. The IT Service Management Team, including those in First Line IT Customer Support who are the first point of contact for resolving IT issues, ensures that the UK’s Intelligence Services and our partners remain online and connected. Without their expertise, outages wouldn’t be resolved, and access issues could disrupt essential operations.
Job Description
Our IT support function keeps colleagues connected to the systems and resources they need, wherever they are. From supporting the set-up of new equipment to introducing innovations that advance our services, you’ll play a key role in enhancing our IT support capabilities.
You can expect a full range of opportunities, real scope for development, and plenty of room for growth. You could be restoring core services, sharing knowledge to help users achieve their goals, or managing secure accounts for sensitive data, all under strict controls.
Day-to-day, you’ll triage incoming requests and provide high-level support to resolve critical issues. You’ll also maintain and improve our Service Request Catalogue, ensuring it’s user-friendly and relevant. By offering a range of digital service options and responding to evolving tech demands, you’ll deliver reliable, customer-focused support that enables colleagues to operate with confidence.
This is an exciting period of transformation at GCHQ, as we enhance and innovate our services. The role spans a wide range of responsibilities, from troubleshooting urgent issues and managing secure access to supporting new technology rollouts. Each day brings fresh challenges and opportunities to learn while contributing to critical operations.
Our IT support function keeps colleagues connected to the systems and resources they need, wherever they are. From supporting the set-up of new equipment to introducing innovations that advance our services, you’ll play a key role in enhancing our IT support capabilities.
You can expect a full range of opportunities, real scope for development, and plenty of room for growth. You could be restoring core services, sharing knowledge to help users achieve their goals, or managing secure accounts for sensitive data, all under strict controls.
Day-to-day, you’ll triage incoming requests and provide high-level support to resolve critical issues. You’ll also maintain and improve our Service Request Catalogue, ensuring it’s user-friendly and relevant. By offering a range of digital service options and responding to evolving tech demands, you’ll deliver reliable, customer-focused support that enables colleagues to operate with confidence.
This is an exciting period of transformation at GCHQ, as we enhance and innovate our services. The role spans a wide range of responsibilities, from troubleshooting urgent issues and managing secure access to supporting new technology rollouts. Each day brings fresh challenges and opportunities to learn while contributing to critical operations.
Person specification
You might already work in IT, or you might have no technical experience at all. Perhaps you’re considering a career change or returning to work after a break. Whatever your background, you’ll be keen to broaden your experience and apply your existing skills in a new environment.
All we ask is a Level 2 qualification, such as GCSE in English Language and Maths at Grade 4/C or above. A degree isn’t required and we’re not specifically looking for IT professionals. We value people who bring fresh perspectives and ideas. If you’ve worked in customer support, retail, clerical roles, or similar fields, you already possess many of the skills we value.
Beyond formal qualifications, success in this role depends on exceptional communication and problem-solving skills. The ideal candidate is a confident communicator with solid interpersonal skills, capable of translating technical details for non-technical audiences, whether over the phone, through our automated service, or face-to face. Naturally curious and analytical, you can understand user needs, identify solutions, and determine what requires immediate action versus escalation. We’re looking for someone who cares about service quality, spots opportunities for improvement, and takes a proactive approach to working across different services. You’re adaptable and forward thinking, focused on delivering better customer experiences and driving transformation.
You’ll receive a starting salary of £33,750 for Cheltenham, and a salary of £40,000 for roles based in London. A concessionary payment of £2,658 is also included regardless of location. Plus, other benefits including:
25 days of annual leave, automatically rising to 30 days after 5 years of service, plus an additional 10.5 days of publ
About the Company
We are GCHQ, the UK’s intelligence, security and cyber agency. Our mission is to keep the UK and its citizens safe. Our brilliant people work 24/7, using cutting-edge technology, technical ingenuity and wide-ranging partnerships to identify, analyse and disrupt threats to the UK.
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