83703 - DTS Second Line Support

£37,174 - £40,403
2
12 Months
London
London
London CTS Royal Courts of Justice, WC2A 2LL
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.
HEO
HEO
Permanent
Full Time
Information Technology

HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band:    HEO

Job Title:     Second Line Support

Location:     Royal Courts of Justice | Strand, London | WC2A 2LL

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 other HMCTS sites will be a requirement of this role.

Term:          Permanent

Interview:    Royal Courts of Justice | Strand, London | WC2A 2LL

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
  1. Communicating and Influencing
  2. Managing a Quality Service
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. 

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

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.

interviews expected W/C 26th Feb, but it could be sooner

24/01/2024, 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 - 83703.

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

Experience
CV
Statement of Suitability - 500 word limit

Interview stage assessments

There is 1 interview stage for this vacancy.
Behaviours
Communicating and Influencing
Managing a Quality Service
Experience
Skill 1 - as aligned to the DDaT Capability Framework
Skill 2 - as aligned to the DDaT Capability Framework
Skill 3 - as aligned to the DDaT Capability Framework
Skill 4 - as aligned to the DDaT Capability Framework
Technical Skills
Technical Ability Question
Any candidate who has been assessed as being appointable to the role they applied for may be offered a similar, lower grade role, if one is available. Furthermore, any candidate who has just missed meeting the criteria for a particular role, may be appointed to a similar role at a lower grade if such a role is available, and if they have been assessed as meeting the criteria for the lower grade role. These appointments will also be made in merit order.

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.