First Line IT Customer Support Ref. 3627
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 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.
Training and development
We’re proud to have an exceptional skills community dedicated to supporting you, whatever your ambitions or skill level. When you join us, you’ll receive an induction to GCHQ to help you understand how we operate and become familiar with the building. You’ll also take part in a team induction, giving you a comprehensive understanding of our work and why it matters.
You don’t need to have worked in an IT role before, as we’ll provide thorough training on a variety of IT applications and administration tools. This could include learning about our main ticketing system and proprietary software. Our technology is unique and tailored specifically to our needs, so we don’t expect you to have prior knowledge of our tools and systems; no one does. In this role, you’ll have the opportunity to work with and enhance the unique technologies and processes that support the vital work of the UK’s Intelligence Services.
As a new joiner, you can expect tailored training, expert guidance, and access to our buddy and mentor programmes to help you settle in and thrive. After completing two years in this role, you’ll be encouraged to explore new opportunities and continue shaping your career in a way that suits you. You’ll benefit from dedicated career development, including access to industry‑recognised training and qualifications such as the Information Technology Infrastructure Library (ITIL) or an SDI Service Desk Analyst (SDA) course.
Rewards and benefits
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 public and privilege holidays
* opportunities to be recognised through our employee performance scheme
* opportunities to work flexibly, subject to business needs
* cycle to work scheme
* facilities such as a subsidised gym and restaurant, and on‑site coffee bars at some locations
* paid parental and adoption leave
Equal opportunities
At GCHQ, diversity and inclusion are critical to our mission. To protect the UK, we need a truly diverse workforce that reflects the society we serve. This means diversity in every sense of the word: people with different backgrounds, ages, ethnicities, gender identities, sexual orientations, ways of thinking, and those with disabilities or neurodivergent conditions. We therefore welcome and encourage applications from everyone, including individuals from groups that are under‑represented in our workforce, such as women, people from ethnic minority backgrounds, people with disabilities, and those from low socio‑economic backgrounds.
GCHQ is proud to have achieved Leader status within the Department for Work and Pensions’ Disability Confident scheme. As a Disability Confident Leader, we aim to ensure that a fair and proportionate number of disabled applicants who best meet the essential minimum criteria for this position will be offered an interview, where it is practical for us to do so. (This is known as the Offer of an Interview.)
To secure an interview for this role, applicants must meet the minimum criteria listed below, which will be assessed during the application sift:
1. A minimum of two GCSEs at Grade 4/C in Mathematics and English Language (or an equivalent qualification such as O‑Level, BTEC, or Level 2).
2. You will need to pass our assessment sift, which consists of three questions on the application form.
There is a wide range of extra support available throughout the recruitment process to enable you to perform at your best. Visit our website for information on reasonable adjustments we can offer.
What to expect
Our recruitment and selection process is fair, transparent, and based on merit. Below is a brief overview of each stage, in order:
1. Initial application.
2. Full application.
4. A competency‑based interview – looking at your motivation for the role.
If successful, you’ll receive a conditional offer of employment.
Please note, you must successfully pass each stage of the process, to progress to the next. Your application may take around 6 to 9 months to process including vetting, so we advise you to continue any current employment until you have received your final job offer.
Before you apply
To work at GCHQ, you need to be a British citizen or hold dual British nationality. Read about our eligibility criteria on our website.
This role requires the highest security clearance, known as Developed Vetting (DV). It’s something everyone in the UK Intelligence Community undertakes. Find out more about the vetting process on our website.
Please note we have a strict drugs policy, so once you start your application, you can’t take any recreational drugs, and you’ll need to declare your previous drug usage at the relevant stage.
Before you apply, we advise you to consider setting up a separate email address for your contact with us, to ensure your personal and application correspondence remain separate. Try to avoid having identifying features in your email address, such as your first and/or surname and date of birth. This is good practice and will help you to manage your application with us more securely.
The role is based in either Cheltenham or London, so you’ll need to live within a commutable distance. Please consider any financial implications and practicalities before submitting an application, as we do not offer relocation costs.
Please note, you should only launch your application from within the UK. If you are based overseas, you should wait until you visit the UK to launch an application. Applying from outside the UK will impact our ability to progress your application. You should not discuss your application, other than with your partner or a close family member.
Right to withdraw statement:
Please be aware that we reserve the right to close applications once a certain number have been received. Please submit your application as soon as possible to avoid missing out. If you have a disability (as defined under the Equality Act 2010) and need additional time to complete your application, please submit your initial application. Then, contact us via the email provided as soon as possible, using the subject line "Reasonable adjustments extension" and briefly outline the support you require.
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