40394 - DTS - eJudiciary 2nd Line Support Operator

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Location:                   

Primarily based in Birmingham, however, visits to other courts across England and Wales likely. The HMCTS eJudiciary Support Team is based at the Royal Courts of Justice in London, and HMCTS DTS in 102 Petty France, therefore working from these locations on an occasional basis will be required.

Clearance level:       

You will be required to obtain SC security clearance before taking up this post. Please note individuals should normally have been resident in the UK for 5 years preceding their application for SC clearance

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

Merit List:

HMCTS run a Merit List, where candidates who are unsuccessful at interview, by only a few points, can be offered other roles, at the same band, for up to 12 months!

So, it is always a good idea to apply for a role, and try as best as you can at interview, as you never know what future opportunities it may open! You will be able to view your status via the application screen. If you have been added to the Merit List, your status will show either Merit or Reserve list.

Introduction:

Her Majesty’s Courts and Tribunals Service (HMCTS) is an agency of the Ministry of Justice (MOJ) and provides the supporting administration for the Judiciary across England and Wales. It delivers services to the public directly in court and tribunal buildings, remotely via business centres and digital services online.

The programme includes creating high quality digital products and services, modernising the court estate, updating and replacing its technology, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and provide much improved services for service users, especially vulnerable witnesses and victims.

The role may have management and leadership responsibility within the HMCTS Digital & Technology Services directorate for eJudiciary, our Microsoft Office 365 (MS 0365) instance, used by c23,000 judges across England, Wales, Northern Ireland and Scotland, providing a helpdesk service to our users. The post holder will act as 2nd line support for eJudiciary. There is also another MS O365 instance, HMCTS.net that will also require support that has c1400 users that is used by staff and contractors.

The office that supports these services is based in the Royal Courts of Justice (RCJ) in London. The remit also covers IT systems used within the RCJ Group. This role may also provide support to those services (more as a secondary role). The primary purpose of the role deals with complex incidents, 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 HMCTS DTS Head of Judicial and Royal Courts of Justice Group (RCJG).

Job Description:

Primary Responsibilities:

• 2nd Line point of contact regarding support for c23,000 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.
• Maintain ‘Service Now’ 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 from customers outside of eJudiciary.
• 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.
• Actively participate in the production and presentation of any IT Training sessions regarding eJudiciary products and services, 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.

Secondary Responsibilities:

• 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.

Essential Criteria:

• Recognised IT Qualification/Degree relevant to position.
• 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.
• 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 8.1, Windows 10 and iOS is essential.
• Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary.
• 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 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.
• Experience of a call logging systems (Service Now highly desirable).

Application process:

The following areas of Success Profiles will be used to assess and score your application during the sift, and interview.

• Experience – As demonstrated in your CV, statement of suitability, and application form
• Strengths – The interview will involve questions from a selection of 15 Strengths
• Behaviours – We will be using the 6 behaviours listed below

Key Civil Service behaviours:

You will be required to provide evidence of the following key behaviours at Level 3.

• Changing and Improving
• Making Effective Decisions
• Communicating and Influencing
• Working Together
• Managing a Quality Service
• Delivering at Pace.