CICA Service Desk Engineer - Criminal Injuries Compensation Authority (CICA)

Location: Onsite - Glasgow

Closing Date: 1st April

Interviews: w/c 15th April

Grade: HEO

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

Salary: £32827 - £35678 (which may include an allowance of up to £61)

Working pattern: Full time, Part time, Flexible working.

Contract Type: Permanent

Vacancy number: 85360

*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. This role is based in Glasgow and can be found ON THIS MAP

The Role

We’re recruiting for a CICA Service Desk Engineer here at Justice Digital, to be part of our warm and collaborative Digital & Technology Support team.

The Digital & Technology Support team is part of the Technology Services directorate. It is a team made up of four functions: Specialist, Application, Onsite and Remote.

The CICA Service Desk Engineer will deliver 2nd line technical support to CICA users, to include collection and logging, and in many cases diagnosis and resolution of technical queries via the service desk.

As a senior member of the service desk team, you will assist the service desk manager in monitoring team workload and allocating issues where required. You will provide a comprehensive range of quality Information Services to customers, and in the development of service desk processes. The nature of the position demands versatility, flexibility, initiative and a genuine desire to give our customers a first-class service.

The CICA Service Desk team are based at Atlantic Quay, Glasgow and is part of the wider Technology Services team within Justice Digital.  The team supports the Criminal Injuries Compensation Authority (CICA) and draws on a blend of in-house expertise and external contractors to support the management of the organisation's infrastructures. The Criminal Injuries Compensation Authority (CICA) provides compensation to victims of violent crime in England, Wales and Scotland, and victims of overseas terrorism. 

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities:

The CICA Service Desk Engineer is responsible for…

• Dealing with all query escalations coming through the Service Desk, owning the resolution of each customer query via the ticketing system, adhering to SLA’s
• Assisting in picking up 1^st line queries where necessary
• PC/Notebook and service configuration and troubleshooting
• Highlighting continuous service improvement areas to the business
• Daily system checks including backup monitoring and reporting
• Service Desk Queue co-ordination, providing regular and ad-hoc management reports of service performance and user issues
• Troubleshooting OneDrive syncing issues and CICA laptop rebuilding
• Taking ownership of issues and focus on providing the right solution and keeping third party suppliers up to date with progress
• Following the team’s processes using knowledge articles 
• Providing an excellent standard of customer service to our user-base
• Ensuring that incidents and requests are handled according to agreed procedures. Ensuring that documentation of the supported components are available and in an appropriate form for those providing support
• Creating and maintaining support documentation
• Monitoring compliance against agreed processes and investigating, assessing and resolving incidents of non-compliance, escalating where necessary
• Service desk cover Monday – Thursday 8:00 – 17:00 and Friday 8:00 – 16:30

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

Person Specification

Essential

• Experienced in providing 2^nd line IT support and onsite support in a large organisation working with service management ticketing systems
• Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.  
• Continual service improvement. You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies
• Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.
• Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved. 
• User focus. You can identify and engage with users or stakeholders to understand and effectively articulate user needs.  
• Technical understanding. You can show an awareness of the relevant subject matter and a high-level understanding of what it involves. Technical and troubleshooting skills and experience to include: 
  • Excellent working knowledge of Microsoft Windows 10 and Office 365
  • Working knowledge of Microsoft Admin Centre including, InTune, Azure, Active Directory, Teams, Exchange and SharePoint

Willingness to be assessed against  the requirements for SC clearance.

We welcome the unique contribution diverse applicants bring and do not discriminate based on 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 etc.
• 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 28.97% from April 1st 2024 (Contribution Rates)
• 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.
• 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 Carers & 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 a CV and Supporting statement (no more than 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 Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

• Communicating & Influencing 
• Delivering at Pace 
• Managing a Quality Service 
• Working Together 

A diverse panel will review your application against the Person Specification above. 

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

Should we receive a high volume of applications, a pre-sift based on your experience in providing 2^nd line IT support will be conducted before the sift.

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out how 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