27160 - ICT Support Analyst

£20,755 - £26,374 (Salary depends on Location)
12 Months
East Midlands, West Midlands
Birmingham , Nottingham
Fixed Term
For a period of up to 24 months
Full Time
Information Technology, Digital

Apply here


These are exciting times at MOJ Digital and Technology. We have a clear vision - to develop a digitally-enabled justice system that works more simply for users - and we’re looking for talented people to help us achieve it.

We’re making things better by building adaptable, effective services and making systems that are simple to use for staff and citizens. It can be challenging but it’s also important and rewarding.

As well as doing great work, we’re creating a place that’s great to do work in. We offer tip-top kit, brilliant training opportunities and support from expert colleagues. On top of that, you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

The team

The Customer Service ICT Support Analyst is a member of the MOJ Technology Customer Service Team that provides a mix of on-site deskside support and remote line of business applications second line support to staff working across the MOJ.   Covering a diverse range of Offender Management and business roles that on a daily basis have to deal with some challenging individuals and often require a very fast response to Incidents and Requests. The technical landscape is varied, including bespoke Case Management applications and modern Windows10 laptops using the Office365 suite with access to modern microservice based inhouse-developed Digital Applications. Providing ICT Support in this environment can be challenging.

The role

The focus of the role is to provide timely and effective ICT Support. This requires a willingness to work under a performance measures regime. Working in concert with their Team Leads and local ICT Managers to iteratively and continuously improve both the technical aspects of the role – the teams documented knowledge articles – and the procedural way the work is delivered – the CS ICT Way of Working.

There is opportunity to gain experience and develop expertise across a diverse range of technologies and business applications.

You will:

  • provide on-site and remote 2nd line ICT Support as required. Monitoring relevant Service Desk Tooling Resolver Groups and Functional mailboxes for incoming Incidents & Requests and progress appropriately;
  • continuously improve and iteratively refine the documented Work Instructions (knowledge articles) via normal day-2-day use;
  • escalate to your Deputy or Team Lead should any individual Tickets or customers present unexpected difficulties.
  • liaise directly with CS ICT Service Management and also Supplier leads to ensure CS ICT Incidents and Requests are resolved/ fulfilled to SLA.

You'll demonstrate

  • an active interest in expanding your knowledge of areas related to own role;
  • Ability to consider and suggest ideas for improvements, sharing feedback with others;
  • An ability to ensure levels of service are maintained – flag up risks or concerns in order to meet customer requirements

Throughout the process we will assess your technical specialist skills and experience on the above requirements.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

Salary and working arrangements

If successful, the salary we offer you will be within the advertised range and will depend on the skills and experience you demonstrate at the interview.

Therefore in your cover letter it would be helpful to the hiring teams if you can indicate your salary expectations and if possible your notice period.

You’ll also get:

  • Flexible working options such as working from home or remotely, working part-time, job sharing, or working compressed hours, we have people doing it and are happy to discuss further
  • Lots of training and development opportunities
  • A civil service pension with an average employer contribution of 22%
  • 25 days annual leave (plus bank holidays), and an extra day off for the Queen’s birthday. No promises you’ll be invited to her party, though
  • Great maternity, adoption, and shared parental leave, 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!
  • Bike loans and secure bike parking (subject to availability and location)
  • Season ticket loans, childcare vouchers, and eye-care vouchers.

Selection process details

Candidates must submit:

  • a current and relevant CV;
  • a Cover letter   (1 page max) setting out why you are interested in the role and how you meet the essential skills and experience required.

The job advert lists the essential, specialist skills and experience as well as key Civil Service competencies required for the role.

At the CV review/sift stage we will use the technical/specialist skills and experience to determine your suitability for the role. At the interview we ask you questions based on the specialist/technical skills and experience in the job advert. If invited to an interview we will send you a detailed Job description to help you prepare for your interviews.

In the Civil Service, we use Success Profiles, a flexible framework, to assess candidates against a range of elements using a variety of selection methods, therefore giving you the opportunity to demonstrate the various elements required to be successful in the role.

At the interview we will be assessing your technical/specialist experience, outlined in the above role description, testing your ability through relevant assessments and asking you questions to assess behaviours and strengths. The behaviours we assess are:

  • Leadership
  • Communicating and influencing
  • Working together
  • Developing self and others
  • Making effective decisions
  • Delivering at pace
  • Seeing the big picture
  • Changing and improving
  • Managing a quality service

At the Interview we will ask open-ended questions to which they are seeking answers/evidence of essential, previous skills, experience and behaviours in order to guide their hiring decision.

Note: due to the volume of applications we receive we are unable to provide feedback after the CV review (sift) stage.

To be agreed

20/06/2019, 23:55 hours.

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote the job reference - 27160.

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.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk) in the first instance
For further information and to apply for this position please see the following link: apply here .

This Vacancy is closed to applications.