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Second Line Support

2 weeks ago

London, United Kingdom HM Courts and Tribunals Service Full time

**Details**:
**Reference number**:

- 337951**Salary**:

- £37,174 - £40,403- Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance on top of your basic salary.- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Higher Executive Officer- HEO**Contract type**:

- Permanent**Type of role**:

- Information Technology**Working pattern**:

- Full-time**Number of jobs available**:

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- This position is based at London CTS Royal Courts of Justice, WC2A 2LLAbout the job

**Job summary**:

- Please refer to Job Description**Job description**:
**HM Courts and Tribunals Service**

**Directorate**: Digital Technology Services (DTS)

**Pay Band**: HEO

**Job Title**: Second Line Support

**Location**: Royal Courts of Justice, Strand, London, WC2A 2LL

The frequency may increase in the future. Regular travel to the other HMCTS sites will be a requirement of this role.

**Term**: Permanent

**Interview**: Royal Courts of Justice, Strand, London, WC2A 2LL

**Important salary details**:
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

**Reserve List**:
**Introduction**:
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.

**DDaT**:
Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the IT Operations Job Family, is an Application Operations Engineer role at Engineer Application Operations level, but carries the title Second Line Support within DTS.

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.

**Key Responsibilities**:

- 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 ‘Service Now’ 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.
- 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 recei