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This vacancy is only available to existing Civil Servant employees and employees of accredited non-departmental public bodies (NDPBs). Please review the "Eligibility" section before you apply.

General Information

Salary
The national salary range is £35,335 £37,847, London salary range is £40,014 - £42,859. Your salary will be dependent on your base location
Working Pattern
Full Time, Flexible Working
Vacancy Approach
Cross Government
Location
National
Region
National
Closing Date
19-Nov-2025
Post Type
Permanent
Civil Service Grade
HEO
Number of jobs available
1
Reserve List
12 Months
Job ID
11494

Descriptions & requirements

Job description

HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band: HEO

Job Title: Second Line Support Analyst   

Location: London / National

Successful applicants will be expected to be office based 3 days per week (subject to business availability). The frequency may increase in the future.

There will be a requirement for some travel to the three main hubs (Salford, Birmingham, and London).

Term: Permanent

Interview: Video conference via Teams

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

GDD:

Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks. Using GDD 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 – Applications Operations

Level but carries the title Second Line Support Analyst within DTS.

Reserve List:

HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or 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 committed to being a great place to 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.

Please follow the link below for further information about HMCTS. 

Digital & Technology Services is looking to expand the digital operations support team to help HMCTS and CPS transition and run great digital services. The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.

The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. They will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner.

HEOs who work in the 2LS Team will be covering the operational hours of 0800 – 1800 Monday – Friday (excluding bank holidays)

Work hours and shift patterns will be agreed with local line managers in conjunction with the business needs of the role.

Note: There are currently no Line Management responsibilities, but this may change in the future.

Key Responsibilities:

Working closely with the Crime IT business support desk and Operational Services technical support teams, the main responsibilities of the role are:

            Investigate and resolve complex technical incidents escalated from First Line Support, ensuring timely resolution in line with SLAs.

            Perform root cause analysis on recurring issues and contribute to problem management by raising and managing problem records.

            Collaborate with resolver groups and third-party vendors to coordinate resolution of incidents and service requests that require specialist input.

            Maintain and update technical documentation and contribute to the Knowledge Base to support continuous improvement and knowledge sharing.

            Support change management processes by reviewing, validating, and implementing approved changes, ensuring minimal disruption to services.

            Monitor system performance and alerts, proactively identifying potential issues and taking corrective action.

            Administer and support enterprise applications, ensuring availability, performance, and compliance with internal standards.

            Maintain accurate records in the Service Management tool, including incident, problem, change, and asset data.

            Provide technical guidance and mentorship to First Line Support staff, helping to upskill the team and improve first-time fix rates.

            Participate in service improvement initiatives, contributing to the development of support processes and tools.

            Ensure compliance with IT policies and procedures, including security, data protection, and audit requirements.

            Ensuring that problem owners keep the tickets up to date.

            The post holder will report to the Second Line Support Manager

Skills & Experience:

We’re looking for an individual with strong interpersonal skills who likes working with delivery focused and agile multidisciplinary teams. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.

Essential Criteria:

            Experience of working in a structured service delivery environment.

            Experience of providing a wide range of end user device support advice.

            Excellent communication skills and telephone manner.

            Experience of Agile delivery approach would be an advantage.

            Evidence of using continuous improvement tools to review and implement process improvements.

            Experience of working in a service desk and second line support environment.

            Experience with ITSM ticketing systems.

            Knowledge of ITIL principles and service management

Application process:

The following areas of the Success Profile Framework will be used to assess and score your application during the sift, and interview.

            Experience – As demonstrated in your application form, CV, and interview.

            Technical – As demonstrated at interview. During the interview, you will be assessed against the GDD skills.

o            Technical Skill 1 - Continual Service Improvement 

o            Technical Skill 2 - Ownership and Initiative

o            Technical Skill 3 - User Focus

o            Technical Skill 4 - Service Focus    

            Strengths – The interview will involve a discussion around 1 strength.

            Behaviours – During the interview, you will be required to provide evidence of the following key behaviours at HEO Level:

o            Changing and Improving

o            Making Effective Decisions

o            Managing a Quality Service

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale.  This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). 

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours 

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits 

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension 

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training 

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks 

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

This job is broadly open to the following groups:

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference 11494

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference

Allowance

Roles will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profile Frameworks. Using GDD we will then determine if you will be paid an additional allowance on top of your basic salary. 

Application form stage assessments

Evidence of Experience
CV or Work History, Experience Questions, Statement of Suitability

Interview stage assessments

Interview Dates
Interviews expected w/c 15th December 2025, but this could be subject to change.
Behaviours
Changing and Improving
Making Effective Decisions
Managing a Quality Service
Experience
Your Experience for this role will be assessed at interview. To learn more about Experience and how they are assessed please click here.
We will assess your experience for this role via the following methods
Experience Questions
Strengths
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here.
Technical
Technical Skill 1 – Continual Service Improvement
Technical Skill 2 - Ownership and Initiative
Technical Skill 3 - User Focus
Technical Skill 4 - Service Focus
Level of security checks required
DBS Basic
Security Clearance (SC)

Use of Artificial Intelligence (Al)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.  Please see our candidate guidance for more information on appropriate and inappropriate use.