Service Desk Technical Officer

Job summary

Discover what it’s like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here.

Rule keepers - begin your compliance journey

The team is responsible for delivering and maintaining a specialist sensitive IT infrastructure and national network of services to HMRC investigators with a footprint across 24 sites.

Covert Operations & Digital Exploitation (CODE) Technology is responsible for delivering a broad portfolio of change initiatives, both to sustain and transform Fraud Investigation Service's (FIS) legacy sensitive technologies and to deliver innovative new solutions, designed around our customers’ needs. CODE integrates digital transformation, project delivery, process improvement and product management to maximise impact and deliver sustainability.

Here's a testimony from two team members:

Ian - “I joined as an IT novice, with great training and support within three years I've become a Lead Service Desk Officer, moved into Infrastructure Operations and achieved promotion.”

Nicky - “When I joined the Service Desk, I had limited IT experience. Since then, my technical knowledge has grown significantly; I’m now a Lead Service Desk Officer and continue to develop new skills every day.”

Job description

This role sits within CODE Technology which has 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.

Are you passionate about delivering great customer service?

Whether your background is in retail, hospitality, or a call centre environment, your existing skills will provide a strong foundation to support our users effectively. You don’t need to be an IT expert—this is a development role where you’ll receive comprehensive on the job training and access to an excellent training budget to help you grow your technical skills.

Join a supportive and collaborative team:

As part of the Service Desk, you’ll provide a single point of contact for IT users across HMRC. You’ll deliver a consistently high standard of customer service, accurately logging and monitoring support activity using service desk software and keeping users informed of progress. You’ll work in a team that values collaboration, mutual support, and continuous improvement.

Develop your IT career:

The Service Desk is an ideal starting point for your IT career, providing hands on experience across a wide range of bespoke ICT systems and services. You’ll build valuable skills while troubleshooting, recording, escalating, and communicating technical issues. You’ll also have opportunities to work alongside experienced colleagues and contribute to additional project work.

This vacancy has arisen due to an internal promotion. Since 2017, 11 Service Desk colleagues have progressed through internal promotion, with some now in senior technical roles. Join us and develop your career.

Job Duties:

The role will include but not be limited to: -

• Provide a professional first point of contact for IT related enquires, delivering excellent customer service using ITIL aligned processes.
• Diagnose and resolve Level 1 and Level 2 incidents using a range of tools, working within Service Level Agreements.
• Take ownership of issues and escalate effectively, ensuring accurate and timely information is provided to technical teams.
• Build and maintain effective working relationships with customers, colleagues, and suppliers.
• Capture and share knowledge to support team learning and continuous improvement.
• Carry out general IT administration tasks accurately and efficiently such as password changes; server monitoring; planned moves and changes, reporting and setting up new user accounts.
• Work flexibly as part of a rota covering Service Desk opening hours from 8am to 5.30pm Monday to Friday.

The successful candidate will have the opportunity to complete the following courses within the first 12 months and further technical ongoing development will be available:

• ITIL 4 Foundation - IT Service Management Certification.
• The Service Desk Institute - Service Desk Analyst Course.

Person specification

• Clear and confident written and verbal communication skills.
• A positive attitude and ability to work well as part of a team.
• Willingness to tackle challenging problems and situations, taking ownership and initiative where required.
• Possesses a curious mindset with sharp analytical skills and keen attention to detail.
• Adaptable, creative, and solution-oriented when navigating challenges and change.
• Exercises sound judgement with effective problem-solving and decision-making capabilities.
• Strong attention to detail when recording and maintaining information.
• Plans and organises effectively, anticipating risks to proactively mitigate potential issues.
• Proficient IT skills, including experience using IT support applications.

Essential Criteria:

• Demonstrated customer service expertise combined with IT proficiency, in either an academic or professional environment.
• Experience of working in a customer facing role.

Important Information

Full-time role:

Due to operational needs, this post is full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We can’t guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Security:

The successful candidate should already hold or be willing to obtain, Security Check (SC) clearance level before starting the role. Please see Additional Security Information and Security sections below.

Once in post you will be required to apply for Developed Vetting (DV) clearance level, which has a requirement for 10 years UK residency. If you have any questions about this residency requirement, please speak to the vacancy holder for this post. This post is open to ‘UK Nationals Only’.

CODE have a support network that can help colleagues throughout the DV process. CODE understands the experience of obtaining DV clearance affects individuals differently with the process being in depth and intrusive. The network consists of CODE DV cleared volunteers who will be able to guide you through the process and systems and look to alleviate any concerns.

Benefits

Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it’s really like to work for HMRChear from our insiders or visitThinking of joining the Civil Service.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths and Experience.

How to Apply

As part of the application process, you will be asked to provide the following:

• 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. The test has the same deadline as the full application so please leave plenty of time to submit this following your test.

• A name-blind CV, to include your Employment/Academic History, highlighting specific responsibilities and achievements that are relevant for this role and how they align with the Essential Criteria, in up to 500-words in total. Please can you set this out in the order of - Name of Employer (for educational institutions just put University or College etc not the name of the institution) - Job/Course Title, then list your Key Achievements, Responsibilities/Studies and Qualifications Gained. Please note: There is no word count on the Employment History box, any words over the 500-word limit will not be assessed.
• A 250-word Statement, giving an example (in STAR or CAR format A brief guide to competencies - GOV.UK ) showing how you've applied IT skills to deliver a positive outcome.

Further details around what this will entail are listed on the application form.

Sift

In the event of a large number of applications being received, an initial sift may be held on the CV.

At full sift your CV and Personal Statement will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, you will be asked Experience questions, and undertake 2 work-based tasks to evaluate your skills around IT, the Essential Criteria and Person Specification. You will receive further guidance at interview.

You will also be asked Strength-based questions to explore what you enjoy and your motivations relevant to the role.

This is an example of a strengths-based question:

“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”

There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.

Interviews will take place face-to-face at Stratford Regional Centre.

Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

The HMRC app can help you with your application

The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.

If successful in your application, you will need your National Insurance number for the onboarding process.

Download the HMRC app now and save your National Insurance number to your digital phone wallet.

How to downloadthe HMRC app and sign up for an account:

Download the free HMRC app from the App Store or Google Play store.

If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.

You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint or facial recognition.

You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.

Reserve List

A reserve list may be held for 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.

Criminal Record Check

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.

Merit List

After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

Hybrid working at HMRC

HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should:

• Contact the UBS Recruitment Team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Additional Security Information

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 Security Check (SC) 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 SC is 5 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.

From 1 April 2026, applicants will be required to meet updated nationality and residency requirements so that National Security Vetting (NSV) checks can be conducted. If this affects you, we will give you more information at the appropriate time.

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.

Terms and Conditions

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.

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.

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.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

Please note that if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

Open to UK nationals only.

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

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).The Civil Service embraces diversity and promotes equal opportunities. As such, we run 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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Alan Ridd
• Email : alan.ridd@hmrc.gov.uk
• Telephone : 03000535931

Recruitment team

• Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.

In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles.

If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.