82711 - Support Analyst

£27,223 - £28,613
12 Months
West Midlands
Please note: Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting. The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time. Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.
Full Time
Digital, Information Technology

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.

Specialist Support Analyst

Location: Birmingham (onsite 5 days per week)

Closing Date: Sunday 14th January

Interviews: w/c 22nd January

Grade: EO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: London: £31,169 - £32,760. National: £27,223 - £28,613.

Working pattern: Full time

Contract Type: Permanent

Vacancy number: 82711

*We are currently offering hybrid working which includes 2 days per week in your local office. Office locations can be found HERE

The Role

We’re recruiting for a Specialist Support Analyst here at Justice Digital, to be part of our warm and collaborative Specialist Support team.

A Specialist Support Analyst will support MoJ users with software and hardware IT queries mainly onsite at the OPG offices and sometimes remotely, supplying users with IT equipment, collaborating with other teams within Specialist Support to triage, investigate and resolve user queries via ServiceNow and functional mailboxes. The team connect with a wide range of users experiencing many different types of technology support needs, so a sensitive and considerate approach to all users is essential.

The Specialist Support Midlands team provides technical support, expertise and knowledge sharing tailored specifically to our customers remotely & onsite. Our personal, customer centric focus allows the MoJ business to run efficiently and project delivery to happen seamlessly. The team’s biggest onsite user base is the Office of the Public Guardian (OPG) where around 1500 users across two locations are supported, external MoJ members of staff are also encouraged to come onsite for IT support. Users from other Specialist Support functions are supported as required.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Justice Digital Strategy

Key Responsibilities:

  • Regular onsite presence at OPG site locations to provide face to face IT support delivering excellent customer service, ensuring MoJ policies are met.

  • Rebuilding and deploying laptops with asset management control applied

  • Responding to incoming support queries via a ticket managing application, ServiceNow and mailboxes

  • Create and maintain standard documentation and process guides on problem resolution and fixes so that advice and guidance is current

  • Involvement in network patching and fixes at OPG office locations

  • Attend daily calls with suppliers to support more complex issues, and to represent the Specialist Support team 

  • Have an appreciation of the needs of Assistive Technology users and respond to any incoming queries

  • Assist with managing mobile technology support queries 

  • Take delivery of hardware and to secure it safely on MoJ premises. 

  • Liaise with colleagues and re-direct complex tickets to the appropriate team, whilst maintaining communications and regular updates to users.  

  • Meet your performance and quality objectives to ensure that targets are met

  • Continuously seek to facilitate improvements within the team, and in ongoing personal development

  • Promote and raise awareness of any new policies that may affect users

  • To comply with health and safety standards, the post holder will be required to perform cable management on workspaces across the estate, this will involve accessing the underside of desks. 

  • Infrequent weekend and out of hours working may be required to accommodate operational needs. 

If this feels like an exciting opportunity, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification


  • Experienced in providing onsite and remote IT support in a large organisation. 

  • Ability to investigate and solve complex IT issues

  • Possess excellent communication, presentation skills and have patience and a passion for helping people. 

  • Able to work under pressure, effectively managing and prioritising work. 

  • Ownership and initiative. You can show an awareness of problem resolution processes. You can pass problems on to your team.

  • Incident and Problem management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.

  • User focus. You can show an awareness or understanding of user experience analysis and its principles. You can explain the purpose of user stories and the focus on user needs.

  • Technical understanding. You have an appreciation of core technical concepts related to the role and can apply them with guidance. These should include:

  • Experience working with Microsoft Windows 10 and Office 365  

Willingness to be assessed against  the requirements for SC clearance

We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of 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.

How to Apply

Candidates must submit CV and Statement of Suitability (of up to 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 Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

  • Delivering at Pace  

  • Working Together

  • Managing a Quality Service

Your application will be reviewed against the Person Specification above by a diverse panel.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Terms & Conditions

Please review our Terms & Conditions which set out the way 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

14/01/2024, 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 - 82711.
Security Clearance (SC)

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.

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@gov.sscl.com) in the first instance

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

There is 1 interview stage for this vacancy.

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.

For further information and to apply for this position please see the following link: https://www.jobtrain.co.uk/justicedigital/Job/JobDetail?jobid=175&isPreview=Yes&advert=external.

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.