East Midlands (England), East of England, London (region), North East England, North West England, Scotland, South East England, South West England, Wales, West Midlands (England), Yorkshire and the Humber
Job Summary
This position is based nationally
Job Description
Digital & Technology Services is looking to expand the digital operations support team to help HMCTS and CPS transition and run great digital services. The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.
The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. You will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner.
EOs who work on the Service Desk will be covering the following operating hours:
37 hours per week, across 5 days between Monday – Saturday.
Operating business hours are between 8am to 6pm, Monday to Friday (excluding bank holidays) and 8am to 4pm on Saturdays.
Work hours and shift patterns will be agreed with local line managers in conjunction with the business needs of the role.
Key Responsibilities
Working closely with the Crime IT business support desk and Operational Services technical support teams, the main responsibilities of the role are:
* To act as a single point of contact for telephone calls and emails regarding digital and technology issues and handle requests for support following agreed procedures;
* To route calls to the appropriate business or third-party support desk as required;
* To receive and respond to monitoring alerts;
* To troubleshoots basic network issues;
* To utilise the Knowledge Base to provide advice or resolve incidents;
* Enter and maintain relevant records in the Service Management tool;
* Promptly allocate incidents to the appropriate resolver group;
* Request technical support from external suppliers where problems cannot be resolved in house, following agreed processes;
* Communicate progress and resolution of support requests in line with Service Level Agreements;
* Escalate issues as appropriate ensuring line mangers are aware of actions taken and management information;
* Maintain the asset database and tracks changes;
* Initiate and triage change requests, liaising with requesters to ensure that the correct information is inserted into the change ticket to allow for a smooth workflow;
* Working with the change manager to expedite changes where requested and appropriate;
* Initiating problem tickets in response to incidents that are deemed problems;
* Ensuring that problem owners keep the tickets up to date;
* The post holder will report to the Service Desk Team Leader.
Digital & Technology Services is looking to expand the digital operations support team to help HMCTS and CPS transition and run great digital services. The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.
The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. You will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner.
EOs who work on the Service Desk will be covering the following operating hours:
37 hours per week, across 5 days between Monday – Saturday.
Operating business hours are between 8am to 6pm, Monday to Friday (excluding bank holidays) and 8am to 4pm on Saturdays.
Work hours and shift patterns will be agreed with local line managers in conjunction with the business needs of the role.
Responsibilities
Working closely with the Crime IT business support desk and Operational Services technical support teams, the main responsibilities of the role are:
* To act as a single point of contact for telephone calls and emails regarding digital and technology issues and handle requests for support following agreed procedures;
* To route calls to the appropriate business or third-party support desk as required;
* To receive and respond to monitoring alerts;
* To troubleshoots basic network issues;
* To utilise the Knowledge Base to provide advice or resolve incidents;
* Enter and maintain relevant records in the Service Management tool;
* Promptly allocate incidents to the appropriate resolver group;
* Request technical support from external suppliers where problems cannot be resolved in house, following agreed processes;
* Communicate progress and resolution of support requests in line with Service Level Agreements;
* Escalate issues as appropriate ensuring line mangers are aware of actions taken and management information;
* Maintain the asset database and tracks changes;
* Initiate and triage change requests, liaising with requesters to ensure that the correct information is inserted into the change ticket to allow for a smooth workflow;
* Working with the change manager to expedite changes where requested and appropriate;
* Initiating problem tickets in response to incidents that are deemed problems;
* Ensuring that problem owners keep the tickets up to date;
* The post holder will report to the Service Desk Team Leader.
Person specification
Please Refer To Job Description
Behaviours
We'll assess you against these behaviours during the selection process:
* Changing and Improving
* Making Effective Decisions
* Managing a Quality Service
Alongside your salary of £28,312, HM Courts and Tribunals Service contributes £8,201 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
* Access to learning and development
* A working environment that supports a range of flexible working options to enhance your work life balance
* A working culture which encourages inclusion and diversity
* A Civil Service pension with an employer contribution of 28.97%
* Annual Leave
* Public Holidays
* Season Ticket Advance
For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
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)
* 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)
Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service Code (opens in a new window) 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 (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
* Name : SSCL Recruitment Enquiries Team
* Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
* Telephone : 0345 241 5359
Recruitment team
* Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
Further information
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/
https://jobs.justice.gov.uk/careers/JobDetail/6636?entityId=6636 #J-18808-Ljbffr