85360 - CICA Service Desk Engineer - Criminal Injuries Compensation Authority
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.
CICA Service Desk Engineer
Criminal Injuries Compensation Authority (CICA)
Location: Onsite - Glasgow
Closing Date: 1st April
Interviews: w/c 15th April
Grade: HEO
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary: £32827 - £35678 (which may include an allowance of up to £61)
Working pattern: Full time, Part time, Flexible working.
Contract Type: Permanent
Vacancy number: 85360
*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. This role is based in Glasgow and can be found ON THIS MAP
The Role
We’re recruiting for a CICA Service Desk Engineer here at Justice Digital, to be part of our warm and collaborative Digital & Technology Support team.
The Digital & Technology Support team is part of the Technology Services directorate. It is a team made up of four functions: Specialist, Application, Onsite and Remote.
The CICA Service Desk Engineer will deliver 2nd line technical support to CICA users, to include collection and logging, and in many cases diagnosis and resolution of technical queries via the service desk.
As a senior member of the service desk team, you will assist the service desk manager in monitoring team workload and allocating issues where required. You will provide a comprehensive range of quality Information Services to customers, and in the development of service desk processes. The nature of the position demands versatility, flexibility, initiative and a genuine desire to give our customers a first-class service.
The CICA Service Desk team are based at Atlantic Quay, Glasgow and is part of the wider Technology Services team within Justice Digital. The team support the Criminal Injuries Compensation Authority (CICA) and draw on a blend of in-house expertise and external contractors to support the management of the organisation's infrastructures. The Criminal Injuries Compensation Authority (CICA) provides compensation to victims of violent crime in England, Wales and Scotland, and victims of overseas terrorism.
To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025
Key Responsibilities:
The CICA Service Desk Engineer is responsible for…
- Dealing with all query escalations coming through the Service Desk, owning the resolution of each customer query via the ticketing system, adhering to SLA’s
- Assisting in picking up 1st line queries where necessary
- PC/Notebook and service configuration and troubleshooting
- Highlighting continuous service improvement areas to the business
- Daily system checks including backup monitoring and reporting
- Service Desk Queue co-ordination, providing regular and ad-hoc management reports of service performance and user issues
- Troubleshooting OneDrive syncing issues and CICA laptop rebuilding
- Taking ownership of issues and focus on providing the right solution and keeping third party suppliers up to date with progress
- Following the team’s processes using knowledge articles
- Providing an excellent standard of customer service to our user-base
- Ensuring that incidents and requests are handled according to agreed procedures. Ensuring that documentation of the supported components are available and in an appropriate form for those providing support
- Creating and maintaining support documentation
- Monitoring compliance against agreed processes and investigating, assessing and resolving incidents of non-compliance, escalating where necessary
- Service desk cover Monday – Thursday 8:00 – 17:00 and Friday 8:00 – 16:30
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!
Person Specification
Essential
- Experienced in providing 2nd line IT support and onsite support in a large organisation working with service management ticketing systems
- Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.
- Continual service improvement. You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies
- Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.
- Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
- User focus. You can identify and engage with users or stakeholders to understand and effectively articulate user needs.
- Technical understanding. You can show an awareness of the relevant subject matter and a high-level understanding of what it involves. Technical and troubleshooting skills and experience to include:
- Excellent working knowledge of Microsoft Windows 10 and Office 365
- Working knowledge of Microsoft Admin Centre including, InTune, Azure, Active Directory, Teams, Exchange and SharePoint
Willingness to be assessed against the requirements for SC clearance.
We welcome the unique contribution diverse applicants bring and do not discriminate based on culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.
Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.
Benefits
- 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
- We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning etc.
- 10% dedicated time to learning and development with a budget of £1000 a year per person
- Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
- 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
- Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
- Wellbeing support including access to the Calm app.
- Nurturing professional and interpersonal networks including those for Carers & Childcare, Gender Equality, PROUD and SPIRIT
- Bike loans up to £2500 and secure bike parking (subject to availability and location)
- Season ticket loans, childcare vouchers and eye-care vouchers.
- 5 days volunteering paid leave.
- Free membership to BCS, the Chartered Institute for IT.
- Some offices may have a subsidised onsite Gym.
How to Apply
Candidates must submit a CV and Supporting statement (no more than 750 words) which describes how you meet the requirements set out in the Person Specification above.
In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:
- Communicating & Influencing
- Delivering at Pace
- Managing a Quality Service
- Working Together
A diverse panel will review your application against the Person Specification above.
Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.
Should we receive a high volume of applications, a pre-sift based on your experience in providing 2nd line IT support will be conducted before the sift.
Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.
A reserve list may be held for up to 12 months, from which further appointments may be made.
Terms & Conditions
Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements.
If you have any questions, please feel free to contact recruitment@digital.justice.gov.uk
01/04/2024, 23:55 hours.
If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com
Please quote the job reference - 85360.
To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).
If you do not meet the above requirements, you may still be considered if, for example:
- You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
- You were studying abroad
- You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.
We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.
Application form stage assessments
Interview stage assessments
A Great Place to Work for Veterans
The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans
Redeployment Interview Scheme
Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.
MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
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) https://www.gov.uk/settled-status-eu-citizens-families
· 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) https://www.gov.uk/government/publications/nationality-rules
This Vacancy is closed to applications.