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

Essential

• 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.

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning
• 10% dedicated time to learning and development with a budget of £1000 a year per person
• Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 
• 5 additional days of leave once you have reached 5 years of service.
• Option to buy or sell annual leave
• Compassionate maternity, adoption, and shared parental leave policies, 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!
• Wellbeing support including access to the Calm app. 
• Nurturing professional and interpersonal networks including those for Careers & Childcare, Gender Equality, PROUD and SPIRIT
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym.

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