About the Company
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. As a diverse and responsible organization, Capgemini is committed to unlocking human energy through technology for an inclusive and sustainable future. With over 300,000 team members in nearly 50 countries, we are a trusted partner to public and private sector clients worldwide, delivering a wide range of services from strategy and design to operations and engineering.
Job Description
We are seeking a dedicated and client-focused Government IT Helpdesk Support professional to join our team as a Tier 1 specialist. This is a 100% remote position, offering you the flexibility to work from anywhere within the UK. In this role, you will be the first point of contact for users within various government agencies, providing essential technical assistance and ensuring seamless IT operations. Your primary responsibility will be to diagnose and resolve a wide array of technical issues, ensuring efficient and secure support for critical government services.
Key Responsibilities
- Act as the primary point of contact for government agency users seeking technical assistance over the phone, email, or chat.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Diagnose and resolve basic to intermediate technical hardware and software issues, including operating systems (Windows), Microsoft Office suite, and common applications.
- Guide users through step-by-step solutions with clear, concise, and patient communication.
- Accurately document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Escalate unresolved issues to higher-tier support teams when necessary, providing comprehensive details.
- Maintain a high level of customer satisfaction by ensuring timely and effective resolution of issues.
- Adhere strictly to government security protocols, data handling policies, and compliance regulations.
- Participate in ongoing training and professional development to stay current with technology and support best practices.
Required Skills
- Basic understanding of Windows operating systems (Windows 10, 11).
- Familiarity with Microsoft Office applications (Word, Excel, Outlook, Teams).
- Strong problem-solving and analytical skills with an ability to diagnose technical issues.
- Excellent verbal and written communication skills.
- Proven ability to work independently and efficiently in a remote work environment.
- High level of customer service orientation and interpersonal skills.
- Eligibility to obtain and maintain UK government security clearance (BPSS, SC).
Preferred Qualifications
- CompTIA A+ or ITIL Foundation certification.
- Previous experience working with IT ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Prior experience in a remote helpdesk or technical support role.
- Basic knowledge of networking concepts (TCP/IP, DNS, VPN).
- Experience supporting clients within the government or public sector.
Perks & Benefits
- Competitive annual salary.
- Comprehensive health and wellness benefits package.
- Generous paid time off, including holidays and sick leave.
- Opportunities for professional development, certifications, and career growth.
- Full remote work flexibility.
- Company pension scheme.
- Employee assistance program and mental health support.
- Access to a wide range of employee discounts and perks.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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