Incident Co-Ordinator

Job summary

You will be joining the Technology Operations team as an Incident Co-ordinator, working as part of our Service Desk team.

You will be assessing incoming IT Incidents, assigning them an appropriate priority, and escalating them to the correct Support Team.

You will perform 1st line IT support for the business, resolving incidents and completing requests that are directed at the Service Desk as well as other occasional more complex fixes.

Other responsibilities include carrying out other ad hoc weekly/monthly tasks when required and ensuring that daily checks assigned to the early/day/late shifts are completed and signed off.

We pride in keeping our teams up to date with the latest technology, providing opportunities to learn and develop in keys areas to help you progress in your career.

The United Kingdom Hydrographic Office (UKHO) is a world leading hydrographic agency that has been helping people safely navigate the oceans for over 200 years and we employ just under 1000 people. You will have a great impact in assisting users from all over the business, answering questions, giving advice and supporting them in the work that they do.

The Service Desk team work on a rota, covering from 6am-10pm Monday to Friday and 9am-5pm on weekends.

To find out more about our Technology Team and careers within the UKHO visit us here:

https://youtu.be/g54ou0_QHhc

Our teams at the UK Hydrographic Office (UKHO)

https://ukhodigital.blog.gov.uk/

Hybrid working and shift pattern

Our Service Desk team work to a 5-week rota pattern.

Weekday shifts are broken into 3 shifts:

Early (6am-2pm)

Day (8am-4pm) and

Late (2pm-10pm).

There is always one early shift and one day shift working onsite.

The 5-week pattern we use allows for 2 weeks onsite, followed by 3 weeks working from home. There will be an initial 4 to-6-week period of onsite working to allow for training and induction. Once training and induction is complete there is also scheduled weekend shifts within the rota.

Please note our Policy on informal hybrid working (arrangements available as agreed with the line manager) applies within the UK, and does not extend to working overseas.

Job description

• Monitoring IT Incidents using a range of tools, ensuring they triaged correctly.
• Answering customer enquiries regarding open incidents in person and via teams
• Providing 1st line support for a range of hardware and software across the organisation.
• Liaising with technical teams about open incidents, keeping the customer updated with progress made.
• Proactively monitoring system statuses, raising high priority incidents when necessary.
• Assisting new starters and helping to familiarise them with the technology at UKHO.
• Completing daily/weekly tasks assigned to the Service Desk.

Person specification

Please note that we will only score against the sift and interview criteria and not the essential and desirable information below.

• Experience of working within a busy customer service-based environment.

• Good analytical skills.

• Good communication skills, both verbal and written, with the ability to convey technical updates to non-technical stakeholders.

• Excellent proven customer service skills

• Good organisational and multitasking skills

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together

Technical skills

We'll assess you against these technical skills during the selection process:

• Knowledge of Technology Incident procedures, based around ITIL guidelines.
• Experience working with Windows 11 Microsoft SCCM, Active Directory, Exchange and the M365 suite of applications.
• Hands-on knowledge of troubleshooting common hardware and software faults.
• Basic knowledge of common IT Security principals.
• Ideally familiar with using ITSM tooling for logging, tracking and updating incidents.

Benefits

Alongside your salary of £31,952, UK Hydrographic Office contributes £9,256 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

At the UK Hydrographic Office, it's very important to us that our people feel valued.

We offer a huge range of benefits such as training and development, well-being support, flexible/ homeworking, a fantastic state of the art building, high spec equipment, and so much more.

See our attached Candidate Information Pack for more details.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

How to Apply:

When you click 'Apply now' you will be asked to anonymise and upload your CV and 750 word statement on the shortlist criteria listed below.

Timeline:

• Advert Closes for applications: 4th August 2026

• Shortlisting: week commencing: w/c 10th August 2026

• Interviews: week commencing: w/c 31st August 2026

We will try to meet the dates set out in the advert. There may be occasions when these dates change. You will be provided with sufficient notice of the confirmed dates.

Sift/Shortlist Criteria:

All applications are processed anonymously. You will be short-listed against the following criteria:

Experience:

• Triaging and handling incidents within a Technology Service Desk environment (lead criteria).
• Providing 1st Line support on a Technology Service Desk.
• Experience communicating to a wide range of customers with differing technological backgrounds.

We will use both your CV and supporting statement to assess against the above criteria.

Interview Criteria:

You will be interviewed against the following criteria:

Experience:

• Experience of performing 1st line fixes for a range of hardware and applications (lead criteria).
• Experience of communicating with a wide range of Technology customers, all with differing levels of IT knowledge.

Technical Skills:

• Knowledge of Technology Incident procedures, based around ITIL guidelines.
• Experience working with Windows 11 Microsoft SCCM, Active Dire