First Line IT Customer Support

First Line IT Customer Support

Department IT / Information Technology

Location(s) Cheltenham, London

The starting salary is £33,750 for positions based in Cheltenham, and £40,000 for positions based in London. In addition, a concessionary payment of £2,658 is included regardless of location.

We offer both full-time and part-time opportunities. Full-time roles are based on a 37-hour working week, with flexibility around the start and finish times. Part-time roles are available for a minimum of four days per week. Compressed hours and flexible arrangements can be considered, subject to both business requirements and individual needs.

Please note that, due to the nature of the role, remote or home working is not possible. Therefore, candidates should live within a commutable distance.

About us

GCHQ is an intelligence, cyber, and security agency with a mission to keep the UK safe. We use cutting‑edge technology, ingenuity, and partnerships to identify, analyse, and disrupt threats. Working with our intelligence partners, MI5 and MI6, we protect the UK from terrorism, cyber‑attacks, and espionage.

At GCHQ, you’ll be part of varied and fascinating work in a supportive and inclusive environment that emphasises teamwork.

The role

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.

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.

About you

You might already work in IT, or you might have no technical experience haps 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,…