The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.https://careers.homeoffice.gov.uk/role/digital-data-and-technology Home Office Chief Digital and Innovation Office designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property. This role delivers IT Operations support within a large-scale, complex environment, ensuring effective first-line technical support across critical systems and digital services. You will support service performance, manage incidents and requests, and contribute to improving operational processes and service delivery using established tools, techniques, and service management best practices.This is an opportunity to develop and apply your technical support skills in a high-impact environment. You will gain experience across a diverse range of services, contribute to service improvements, and build your capability within a collaborative and supportive IT Operations community. In this role, you will provide first-line IT Operations support, ensuring the effective resolution of technical queries, incidents, and service requests across a complex digital estate. You will manage and respond to a wide range of user interactions, maintaining service performance and ensuring a high standard of customer support. You will follow established incident management and request fulfilment processes, working closely with internal teams and suppliers to resolve issues and meet service expectations. The role requires strong communication skills, attention to detail, and a proactive approach to identifying improvements in service desk processes and procedures. You will also contribute to knowledge management and continual service improvement, ensuring information is captured and shared effectively to enhance service quality and consistency. Key Responsibilities Act as the first point of contact for users, supporting incident and problem resolution activities and engaging with wider teams or suppliers as required. Provide high-quality first-line support for technical queries, requests, and incidents in line with agreed processes and procedures. Manage issues and queries across multiple channels, including calls, email, self-service, web chat, and face-to-face interactions. Deliver updates to stakeholders on the status of incidents, service requests, and problems in a timely manner. Work with internal teams and suppliers to resolve issues in line with service level agreements. Contribute to continual service improvement by identifying enhancements to service desk processes and procedures. Support knowledge management activities, ensuring relevant information is identified, maintained, and shared effectively. Working Pattern Due to the business requirements of this role, it is only available on a full-time basis. Training You will receive full support and all the training you need to feel confident in the role. Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .