Service Desk Analyst, Judicial Digital Services

Overview

This role is based primarily at locations including 5 Wellington Place, Leeds LS1 4AP; CTS Royal Courts of Justice, WC2A 2LL; and NPS Loughborough Magistrates Court, LE11 1AZ. You will join the Judicial Digital Services (JDS) team within the Judicial Office, a small and close-knit group of 12 professionals dedicated to designing and delivering digital solutions to support the judiciary and related stakeholders such as the public and legal practitioners. The team collaborates with HMCTS and the Ministry of Justice on product integration and development to meet user needs.

Role Summary

As a Service Desk Analyst, you will be instrumental in assisting the judiciary by providing technical support across numerous customized IT systems and services, addressing a broad spectrum of incidents reported by judiciary members. Your responsibilities include logging, diagnosing, and managing each issue promptly while maintaining clear communication and exceptional end-user assistance. Working collaboratively with other team members, you will contribute to resolving problems and improving user trust in our dependable services.

Key Responsibilities

• Handle incoming requests and issues logged to Judicial Digital Services via two primary communication channels in a professional and composed manner.
• Provide technical support and access-related assistance to judiciary members to enable their daily activities.
• Manage user accounts using tools such as Azure Active Directory, including creating accounts and resetting passwords, confirming user identity and access rights.
• Troubleshoot and analyze system information to detect faults or technical problems quickly, using established guidelines and policies.
• Collaborate with software vendors alongside the Service Desk Manager to identify and resolve technical difficulties.
• Support the Service Desk Manager in projects related to software tools by offering troubleshooting and other assistance.
• Participate in the testing of new software features and technical fixes as they become available.
• Help identify potential enhancements to digital workflows by analyzing common queries and patterns of issues.
• Work closely with the Service Desk Manager to enhance the overall function of the Service Desk across Judicial Digital Services.

Experience and Skills

• Training will be provided by the Digital Services team, supplemented by external learning opportunities.
• Ideal candidates exhibit strong enthusiasm for digital technologies and current web trends.
• Effective written and verbal communication skills are essential.
• Experience with IT Service Management (ITSM) ticketing tools such as ServiceNow, JIRA, or Zendesk is advantageous.
• Prior experience delivering customer support, particularly in IT or related support environments, is preferred.

Civil Service Behaviours

• Managing a quality service
• Working together effectively
• Understanding the broader organisational context (Seeing the Big Picture)

Additional Information and Benefits

• The salary is £29,303, complemented by a £8,489 employer contribution to the Civil Service Defined Benefit Pension scheme, which offers robust retiree benefits.
• Access to professional development and learning resources.
• Supportive work environment encouraging various flexible working arrangements.
• A diverse and inclusive workplace culture.
• 28.97% employer contributions toward the Civil Service pension.
• Annual leave and public holidays.
• Season Ticket Advance for commuting support.

Security and Eligibility

Applicants must undergo a criminal record check and comply with security vetting standards appropriate to the role. The post requires Security Check clearance and compliance with baseline personnel security standards.

Eligible candidates include UK nationals, nationals of the Republic of Ireland, Commonwealth citizens with UK work rights, nationals of the EU and certain EEA countries with settled or pre-settled status under the EU Settlement Scheme, individuals with limited or indefinite leave to remain awarded before 31 December 2020, and Turkish nationals with rights to work in the Civil Service.

Recruitment Process

Selection will assess candidates based on behaviours and experience using a competency framework known as Success Profiles. Feedback is available only to those attending interview or assessment stages.

Other Details

The Civil Service promotes merit-based recruitment principles, equal opportunity, and diversity, supporting disabled candidates through the Disability Confident Scheme (DCS). This vacancy is linked to the Great Place to Work for Veterans initiative. Candidates are advised to provide truthful and accurate information, as applications must reflect the applicant's own experiences.