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Service Desk Analyst, Judicial Digital Services, Judicial Office (Ref: 20227)
Job summary
Please refer to Job DescriptionJob description
EO Service Desk Analyst, Judicial Digital Services
Team and Job Description
The Judicial Digital Services (JDS) function is a small, friendly, and welcoming team within the Judicial Office which will have 12 team members. The JDS team lead the development and delivery of products for the judiciary and other audiences such as members of the public and legal professionals. The team also collaborate with HMCTS/MOJ on various products where integration and development is required to meet user goals.
An exciting opportunity has arisen to join our growing team as a Service Desk Analyst, where you will play a vital role in supporting our Judiciary. You will provide technical support across a wide range of bespoke IT systems and services. You will respond to a wide range of incidents from across the Judiciary to help uphold the rule of Law. You will log, process, and diagnose each issue efficiently to provide excellent communication and end user care while working effectively with colleagues to deliver the right solution. We are committed to continuous improvement in customer service, responsiveness, and building relationships.
In this role, you’ll be a big part of that, ensuring issues are resolved and helping us build trust in our reliable service. You will be able to turn your problem-solving skills, resourcefulness, and flexibility to each unique issue and thrive in our agile team. While an understanding of priority classifications, Service Level Agreements, and the ITIL framework would support you in this role, these are not essential as you will work closely with the Service Desk Manager to broaden your knowledge and learning and development training opportunities are available.
Responsibilities
Skills & Experience:
As a Service Desk Analyst, you will:
• Manage incoming issues logged to Judicial Digital Services via our two primary channels, providing support to end users in a calm and professional manner.
• Support the Judiciary by answering their technical and access enquires where necessary and provide remedial support where required to assist in their day-to day job.
• Use Azure Active Directory and other system tools to assist with managing accounts, conduct account creations and password resets where required while confirming user identity / their rights to access.
• Troubleshoot system information to identify system faults or issues promptly, using information and support guidelines set out by the Service Desk Manager and policy issued to the group.
• Work with various software suppliers in conjunction with the Service Desk Manager to identify and resolve technical issues.
• Assist the Service Desk Manager with projects and related software tools by providing support and troubleshooting.
• Assist with the testing of new features and technical fixes on software and tools as they become available.
• Support the team to identify where digital processes could be improved based on service queries and patterns of issues.
• Work with Service Desk Manager to build and improve the overall Service Desk function across the various Judicial digital services.
Experience:
Training by the Digital Services Team will be provided for the role in addition to external training. However, the ideal candidate would have:
• A keen interest and enthusiasm for digital technology and the latest web trends
• Excellent verbal and written communications skills
• Experience using ITSM ticketing support tools such as ServiceNow, JIRA, or Zendesk.
• Experience providing support to customers either within an IT function or similar support environment.
Key Civil Service Behaviours:
• Managing a quality service
• Working Together
• Seeing The Big Picture
Person specification
Please refer to Job DescriptionBehaviours
We'll assess you against these behaviours during the selection process:
- Seeing the Big Picture
- Communicating and Influencing
- Working Together
- Managing a Quality Service
Benefits
Alongside your salary of £29,303, Ministry of Justice 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 and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJFeedback 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
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.
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.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
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/20227?entityId=20227
Salary range
- £29,303 - £35,564 per year