Service Desk Analyst – Ministry of Justice
1 week ago
Service Desk Analyst – Ministry of Justice (Digital & Technology Services) | National Overview The Ministry of Justice (MoJ) is recruiting Service Desk Analysts to join the Digital & Technology Services team. This role supports HM Courts & Tribunals Service (HMCTS) and the Crown Prosecution Service (CPS) in delivering high-quality digital services. Analysts will act as the first point of contact for IT issues, ensuring timely resolution of incidents and effective communication with users. Key Details Job Title: Service Desk Analyst Employer: Ministry of Justice – Digital & Technology Services Location: National (nearest viable office assigned based on home postcode) Salary: National: £29,303 – £31,061 London: £33,551 – £35,564 Hours: Full‑Time (37 hours/week, Monday–Saturday) Contract Type: Permanent Closing Date: 12 December 2025 Civil Service Grade: EO Number of Roles: 4 Reserve List: 12 months Work Location: Hybrid (minimum 60% office‑based; hubs in Salford, Birmingham, London) Role Overview Service Desk Analysts provide first‑line IT support, handling incident alerts, troubleshooting, and coordinating resolutions. The role requires ownership of user problems, proactive communication, and collaboration with technical support teams to restore services efficiently. Key Responsibilities Act as single point of contact for IT issues via phone and email Route calls to appropriate business or third‑party support desks Respond to monitoring alerts and troubleshoot basic network issues Use knowledge base to resolve incidents and provide advice Maintain records in the Service Management tool (e.g., HALO, ServiceNow) Allocate incidents promptly to resolver groups Request technical support from external suppliers when required Communicate progress and resolution in line with SLAs Escalate issues and provide management information Maintain asset database and track changes Initiate and triage change requests; liaise with requesters for accuracy Work with change manager to expedite changes where appropriate Initiate problem tickets and ensure updates are maintained Required Skills and Experience Essential: Experience in a medium to large first‑line IT service desk team (25+ staff) Experience in structured service delivery environments End‑user device support experience Excellent communication skills and telephone manner Evidence of using continuous improvement tools Experience with ITSM ticketing systems (e.g., HALO, ServiceNow) Desirable: Knowledge of ITIL principles Familiarity with Service Desk Institute (SDI) best practice Experience with Agile delivery approaches Benefits Annual Leave: 25 days on appointment, rising to 30 days after 5 years, plus public holidays and 1 privilege day Pension: Choice of Civil Service pension schemes Training: Extensive staff development and training opportunities Flexible Working: Part‑time, job share, and flexible arrangements considered Family‑Friendly Policies: Paid maternity, paternity, and adoption leave; reduced hours/job share options Support: Access to employee‑run networks (minority ethnic, disability, carers, women, LGBTQ+) Additional Benefits: Scheme to buy/sell up to 3 days annual leave Flexible benefits (retail vouchers, discounts) Free annual sight tests for screen users Equal Opportunities The Ministry of Justice is committed to diversity, inclusion, and equality. Applications are welcomed from candidates of all backgrounds. How to Apply Click here to Apply via the Civil Service Jobs portal before the closing date. Application Deadline 12 December 2025 #J-18808-Ljbffr
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