14800 - Second Line Support Analyst – RCJ & Judicial

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.

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.

• 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 ‘Halo’ 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.