Service Desk Operations Coordinator

Salary
- The national salary range is £32827 - £35678, London salary range is £37174 - £40403. Your salary will be dependent on your base location

Number of jobs available
- 1

Detail of reserve list
- 12 Months

Region
- National

City/Town
- National

Building/Site
- NATIONAL

**Please note**: Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting. The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time. Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.

Grade
- HEO

Organisation Grade for MoJ
- HEO

Post Type
- Permanent

Working Pattern
- Full Time, Part Time, Flexible Working

Role Type
- Digital, Information Technology

Will the successful applicant have line manager responsibilities?
- No

Job description

**Grade**:HEO

**Salary**:National: £32,827 - £35,678 (which may include an allowance of up to £61), London: £37,174 - £40,403 (which may include an allowance of up to £851).

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

**Contract Type**:Permanent

**Vacancy number**:90393
- **We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found **ON THIS MAP**

**The Role**

We’re recruiting for a Service Desk Operations Coordinator here at Justice Digital, to be part of our warm and collaborative Service Operations team.

**_ This role aligns against _**_IT Service Manager _**_from the Government Digital and Data Framework_**

The Service Desk Coordinator will report directly to the Senior Service Desk Operations Manager. This is a central role responsible for coordinating service desk operations, supporting the Operations team, managing administrative functions, overseeing risk and issue management, providing team coverage, maintaining Incident Management processes, policies, and Service Desk procedures, and managing the Continual Service Improvement Register.

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**:
Operational coordination:

- Ensure the smooth operation of the Service Desk, facilitating effective collaboration across different service areas.
- Support strategic initiatives for service enhancement.

Process, Policy & Procedure Management:

- Keep the Incident Management processes and policies, and the Service Desk Contact Handling procedures current ensuring compliance with organisational standards.
- Regularly review and revise documentation to reflect changes in technology, service delivery and processes.

Continual Service Improvement Register Management:

- Assess and highlight opportunities for improvement and streamline processes to enhance efficiency in our service desk operations. Record these improvements on the Continual Improvement register.
- Maintain and update the Continual Improvement register for the Service Desk team.
- Track and document improvements, ensuring they align with the Digital Strategy and User Satisfaction goals.

Support Service Desk Operations Team:

- Assist the Senior Service Desk Manager and the Service Desk Operations Leads in their respective areas, ensuring effective information sharing and collaboration.

Administrative Oversight:

- Manage administrative tasks including scheduling calls, workshops and documentation management.

Risks & Issues Management:

- Identify, record, manage and escalate risks and issues impacting the service desk operations.
- Keep the risks and issues log current and reflective of ongoing updates.

Stakeholder Engagement:

- Cultivate robust relationships with both internal stakeholders and external suppliers, actively promoting the service desk's best practices and strategic objectives in a positive and engaging manner.

Performance Monitoring and Reporting:

- Analyse and report on service desk performance, identifying trends and areas for improvement.
- Generate regular reports on operational metrics, administrative tasks, and improvement activities.
- Brief the Compliments, Complaints & Escalations (CCE) Reporting & Stakeholder Lead on any emerging trends.

Team Coverage:

- Provide cover for team members during absences, maintaining operational continuity.
- Adapt to different service desk roles as needed.

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
- Proven experience working in a service desk environment, with an understanding of the ITIL framework.
- Operational Coordination: Skilled in effectively managing and coordinating service desk operations, ensuring seamless integration and eff