Ministry of Justice UK
Second Line Support Analyst – RCJ & Judicial (Ref: 22328)
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East Midlands (England), East of England, London (region), North East England, North West England, Scotland, South East England, South West England, Wales, West Midlands (England), Yorkshire and the Humber
Job Summary
This position is based Nationally
Job Description
Job Description:
The role may have management and leadership responsibility within the HMCTS Digital & Technology Services directorate our Microsoft Office 365 (MS 0365) instance, used by c25,000 judges across England, Wales, Northern Ireland and Scotland, providing a helpdesk service to our users. The post holder will act as 2nd line support across a range of digital services used by the Judiciary and staff/stakeholders in the Royal Courts of Justice some of which include eJudiciary, Document Upload Centre and ceFile/CMS.
The primary purpose of the role is to deal with complex incidents across all our services, maintenance and monitoring as well as development and delivery of new requirements using MS O365.
Support is also provided to the judiciary on other products as well as advice and guidance that includes departmental/government/judicial policies for the use of digital services. The role reports to the HMCTS DTS eJudiciary Helpdesk Manager, who in turn reports to the Service Operations Manager.
In this role you will
Key Responsibilities:
Your role as Second Line Support Analyst – RCJ & Judicial will encompass several key responsibilities listed below (but not limited to):
- 2nd Line point of contact regarding support for c25,000 members of the judiciary, located nationally who use eJudiciary and other IT products/services. Capture, record and resolve incidents in accordance with agreed protocols/SLA’s.
- Manage and resolve incidents relating to other RCJ services (including DUC and ceFileCMS)
- Maintain ‘Halo’ log of all incidents raised and resolve incidents in accordance with office standards and the SLA.
- Manage customer expectations when dealing with an incident/new work request and show reasoning and analysis when providing options and recommendations to resolve/deliver.
- Ensure complex IT issues can be explained in plain English, clearly and concisely.
- To understand the different types of customers and respond to them appropriately.
- Understand the urgency and skill levels of customer and use discretion when communicating.
- Follow a build process to build and dispatch laptops to the judiciary.
- Maintain an asset list using standard asset management procedures and actively monitor and document IT related stock held by the team.
- Dealing with telephone/e-mail queries.
- Follow (major) incident, change and problem management operating procedures. Contribute to maintaining them and suggesting improvements.
- Produce/maintain clear and concise documentation (office protocols, team guides, user guides, communications to user, etc).
- Identify and assist with the procurement and receipt of hardware/software, thereby assisting with financial management, following departmental guidelines.
- Ensure specialist administration knowledge of MS O365 and related administrative tools is up to date and maintained.
- To act as a system administrator, maintaining high level of governance over system access and regularly review access levels to the system.
- Actively participate in the production and presentation of any IT Training sessions regarding products and services supported within the team, agreed by the Head of Judicial and RCJ Group.
- Proactively monitor call trends, using this knowledge to provide suggestions to stakeholders on improvements to the service.
- Maintain knowledge of the MS O365 product set and ensure new releases and changes are monitored, understood and assessed in relation to their impact to the user, the support team and documentation.
- Assess the impact of change to MS O365 functional/non-functional releases and provide recommendations to stakeholders.
- To liaise and collaborate with other IT Services within the business to ensure a high level of service delivery, seeing through any escalations, live service issues, taking ownership until completed.
- To provide input into wider team’s initiatives. The post-holder will be expected to actively contribute to the team’s operational objectives and provide input into how the team can improve and meet its targets.
- Contacting and liaising with IT suppliers to represent our interests and the needs of eJudiciary users.
- As required represent the office/directorate/department in meetings with customers, business representatives and internal/external suppliers.
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Essential Criteria:
- You will need to have SC clearance or be prepared to go through clearance prior to appointment.
- Recognised IT Qualification/Degree relevant to position or experience working at this level.
- Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses).
- Knowledge of the different operating systems/devices highly desirable, however, Windows 10, Windows 11 and iOS are essential.
- IT literacy, competent in Microsoft Office applications (Outlook, Word, Excel, Teams, Sharepoint)
- Experience of dealing with incident, problem and change management processes.
- Being able to effectively communicate to internal and external stakeholders clearly and concisely (e.g. explaining a complex incident in plain English).
- Experience of a call logging systems (Halo and Service Now highly desirable).
Desirable Criteria:
- Knowledge and experience of administering MS 0365 (at 2nd line level). The post-holder is required to have specialist knowledge of MS O365 environment - Exchange online (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a team site), Powershell (create and execute scripts), Azure (Dynamic Security Groups) and MS Teams.
- Experience of working in a 2nd Line team within an IT support environment.
- Production of support documentation and training materials for both internal support teams and customers.
- Being able to deliver training to colleagues and customers.
- Knowledge/understanding of HMCTS case management systems.
- Knowledge and experience of the functionality of the ceFile/CMS system or other technical administrations roles supporting a case management system.
Other Duties:
The post holder is required to work in a flexible way and undertake other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.
Level of Clearance
To apply for this role, you will be required to successfully complete Security Clearance (SC) level as a condition of appointment. To meet these requirements, you will normally need to have been resident in the UK for at least SC - 5 years.
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Person specification
Please Refer To Job Description
Technical skills
We'll assess you against these technical skills during the selection process:
- Capability Skill 1 - GDD
- Capability Skill 2 - GDD
- Capability Skill 3 - GDD
- Capability Skill 4 - GDD
- Capability Skill 5 - GDD
- Capability Skill 6 - GDD
Salary and Benefits
Alongside your salary of £35,335, HM Courts and Tribunals Service contributes £10,236 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).
- Access to learning and development
- A working environment that supports a range of flexible working options to enhance your work life balance
- A working culture which encourages inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
- Annual Leave
- Public Holidays
- Season Ticket Advance
For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
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 Experience and Technical skills.
https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.
Security
Successful candidates must undergo a basic (or equivalent) criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply
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