First Line IT Customer Support

Overview

We’ll be running two online Insight Events on Wednesday, 11th February, from 13:00 to 14:00 and 18:00 to 19:00 to introduce our First Line IT Customer Support roles. These sessions are a great opportunity to learn more about the role, explore what the job involves, and ask any questions before applications open. Choose the time that works best for you, as the content will be identical in both sessions.

Register Your Interest

The application window for this role will open on Monday, 16th February  encourage those who identify as a woman to register their interest in these upcoming opportunities. *

* Please note that registrations of interest are confined to the specified group as they are currently under-represented within our workforce.

You've got what it takes to keep vital work running.

Whether you’re already working in IT or in an unrelated field, this is a unique opportunity to take on a fascinating role at the heart of GCHQ. At GCHQ, our IT Service Management team, including First Line IT Customer Support, ensures technology runs smoothly. They are the first point of contact when issues arise, helping to resolve problems quickly and ensuring the UK’s Intelligence Services and our partners stay online, secure, and connected.

In this vital role, you’ll play a key part in delivering essential IT services across GCHQ and the wider intelligence community. As the first line of support you’ll handle requests, set up new equipment, create and manage secure user accounts, and update content in our Service Request Catalogue. Every day will bring something different, but the focus remains on finding solutions that work for the people who rely on them.

You’ll identify issues, solve problems thoughtfully, and contribute to the smooth running of mission-critical tech. There’s access to development opportunities, supportive colleagues, and room to grow.

To join us, you’ll need a Level 2 (GCSE or equivalent) qualification in English Language and Maths at Grade 4/C or above, competency with IT, and some experience in a professional workplace. Training and support will be provided, including buddy and mentor programmes and a full induction to our locations and teams.

Salary: £33,750 for positions based in Cheltenham and £40,000 for positions based in London. A concessionary payment of £2,658 is included regardless of location.

We offer full-time and part-time opportunities. Full-time roles are based on a 37-hour week, with flexibility around 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 business requirements and individual needs.

Applications open on Monday, 16th February (from 10am). In the meantime, we encourage those who identify as women to register their interest and attend our upcoming virtual events.

Please note that registrations of interest are limited to the above group only, due to their current under-representation in our workforce.

Any individuals who register their interest and later decide to apply will need to complete an application form when applications open. All applications will be assessed on merit, regardless of ethnic background, gender, disability, or any other characteristic.

We value diversity and inclusion as critical to our mission. To protect the UK, we need a truly diverse workforce that reflects the society we serve, including different backgrounds, ages, ethnicities, gender identities, sexual orientations, ways of thinking, and those with disabilities or neurodivergent conditions. We welcome applications from everyone, including groups…