Second Line Support Analyst
Role details
Job location
Tech stack
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., * 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., 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., The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.
Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).
For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale (any legacy arrangements/locations will need to be amended).
Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.
All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy., A sift based on the lead behaviour, Communicating and Influencing, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered. Behaviours Application Form Question Word Limit 500 Communicating and Influencing Managing a Quality Service Experience We will assess your experience for this role via the following methods CV or Work History, Statement of Suitability Evidence of Experience CV or Work History, Statement of Suitability
Interview stage assessments
Interview Dates Interviews expected w/c 30/03/26, but this could be subject to change. Behaviours Communicating and Influencing Making Effective Decisions Technical Capability Skill 1 - Incident Management Capability Skill 2 - Ownership and Initiative Capability Skill 3 - User Focus Capability Skill 4 - Technical Understanding During the interview you will be asked a technical skill question relating to the essential criteria of the role. Level of security checks required DBS Basic Security Clearance (SC)
Requirements
- 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., This role will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks during the sift and interview process.
- Experience - As demonstrated in your Application Form.
- Behaviours - You will be required to provide evidence of the following key behaviours at HEO Level
During the interview you will be required to provide evidence of the following key behaviours at HEO Level:
- Communicating and Influencing
- Making Effective Decisions
Technical - As demonstrated at interview. During the interview, you will be assessed against the Government Digital and Data (GDD) Capability Framework.
- Capability Skill 1 - Incident Management
- Capability Skill 2 - Ownership and Initiative
- Capability Skill 3 - User Focus
- Capability Skill 4 - Technical Understanding
Technical - During the interview you will be asked a technical skill question relating to the essential criteria of the role.
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 5 years.
Benefits & conditions
The MoJ offers a range of benefits:
Annual Leave
Annual leave is 25 days on appointment and will increase to 30 days after five years' service.
There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Support
- A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
- For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
Working for the Civil Service
The Civil Service Code 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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order
- To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk);
- To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
- To the Civil Service Commission (details available here)
As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.
