85884 - Second Line Support

 HM Courts and Tribunals Service

 Directorate: Digital Technology Services (DTS)

 Pay Band:    HEO

Job Title:     Second Line Support

Location:     London / National

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability). The frequency may increase in the future.  Regular travel to the RCJ site in London will be a requirement of this role.

Term:          Permanent

Interview:    Video conference via Teams

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).

Reserve List:

HMCTS run a Reserve 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. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.

Introduction:

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service

DDaT:

Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance, on top of your basic salary.  This role is within the IT Operations Job Family, is an Application Operations Engineer role at Engineer Application Operations level, but carries the title Second Line Support within DTS.

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.

Key Responsibilities:

• 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 ‘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.
• 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.

Essential Criteria:

• 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 8.1, Windows 10 and iOS is 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 (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 the IT systems used within the RCJ/Upper Tribunals.
• Knowledge and experience of the functionality of the ceFile/CMS system.
• Knowledge of Pentaho software.

 Other Duties:

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.

Application process:

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

• Experience – As demonstrated in your application form.
• Technical – During the interview
• DDaT Assessment – During the interview, you will be assessed against the DDaT framework
• Behaviours – You will be required to provide evidence of the following key behaviours at Level 3
• Communicating and Influencing
• Managing a Quality Service

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 - 85884.