Service Desk Analyst (Ref: 19446)

Job summary

This is a Nationally based role

Job description

Digital & Technology Services is looking to expand the digital operations support team to help HMCTS and CPS transition and run great digital services. The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.

The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. You will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner.

Key Responsibilities:

Working closely with Operational Services technical support teams, the main responsibilities of the role are:

• To act as a single point of contact for telephone calls and emails regarding digital and technology issues and handle requests for support following agreed procedures;
• To route calls to the appropriate business or third-party support desk as required;
• To receive and respond to monitoring alerts
• To troubleshoots basic network issues;
• To utilise the Knowledge Base to provide advice or resolve incidents;
• Enter and maintain relevant records in the Service Management tool;
• Promptly allocate incidents to the appropriate resolver group;
• Request technical support from external suppliers where problems cannot be resolved in house, following agreed processes;
• Communicate progress and resolution of support requests in line with Service Level Agreements;
• Escalate issues as appropriate ensuring line mangers are aware of actions taken and management information;
• Maintain the asset database and tracks changes;
• Initiate and triage change requests, liaising with requesters to ensure that the correct information is inserted into the change ticket to allow for a smooth workflow;
• Working with the change manager to expedite changes where requested and appropriate;
• Initiating problem tickets in response to incidents that are deemed problems;
• Ensuring that problem owners keep the tickets up to date;
• The post holder will report to a Senior Service Desk Analyst

Skills & Experience

Essential Criteria:

• Experience of working in a medium to large first line IT service desk team (25+)
• Experience of working in a structured service delivery environment;
• Experience of providing a wide range of end user device support advice;
• Excellent communication skills and telephone manner;
• Evidence of using continuous improvement tools to review and implement process improvements;
• Experience with ITSM (eg HALO, ServiceNow etc) ticketing system

Desirable Criteria

• Knowledge of ITIL principles
• Knowledge of Service Desk Institute (SDI) best practice
• Experience of Agile delivery approach

Person specification

Please refer to Job Description

Behaviours

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

• Changing and Improving
• Making Effective Decisions
• Managing a Quality Service

Benefits

Alongside your salary of £29,303, HM Courts and Tribunals Service contributes £8,489 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

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, Strengths and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a 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 for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5359

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

https://jobs.justice.gov.uk/careers/JobDetail/19446?entityId=19446