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. www.gov.uk/government/organisations/hm-courts-and-tribunals-service

Job Description:

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.

• Technical Skill 1 - Continual Service Improvement

• Technical Skill 2 - Ownership and Initiative

• Technical Skill 3 - User Focus

• 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:

• Changing and Improving

• Making Effective Decisions

• Managing a Quality Service