Job Title: IT Support and Digital Single Point of Contact (SPOC)
Grade: Executive Officer (EO)
Overview
HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide support for the legal system across England and Wales, along with non-devolved tribunals in Scotland and Northern Ireland, ensuring justice works for everyone.
Our Justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society. It protects some of the most vulnerable people in our communities, from families in crisis to claimants and commercial businesses. We have a responsibility to deliver a Justice system that is accessible to everyone and operates efficiently.
The key purpose of the role is to
Facilitate moving toward being a more digital organisation.
Single point of contact in the region for IT digital products.
Promote digital products amongst a diverse range of users.
Provide support and assistance as necessary, resolving or escalating concerns/issues so that users get the best use of digital products.
Be proactive in seeking better, more digital ways of working across the region.
Provide support to regional implementation of national ICT projects and regional change projects
Essential Skills & Criteria:
Lead in implementing digital initiatives, which require IT knowledge and input.
Deliver excellent customer service and achieve effective performance.
Experience of working in an administrative role in a customer focussed environment
Proficient with IT and Microsoft Software packages
Excellent communication and organisational skills
Key responsibilities:
Operations
To be responsible for implementing and supporting the IT systems and digital products within the region. This will include but is not limited to:
Act as Single Point of Contact for IT digital products within the region
Identifying, escalating and where appropriate rectifying digital service issues within the region including laptops, desktops, telephony, WIFI and regional specific IT systems such as Openscape contact centre and Digital Audio Recording
Maintain up to date knowledge base of IT digital products in use across the region and the wider-MoJ and apply this knowledge to local service issues
Alert others, as appropriate, to risks which are not capable of local resolution.
Act as initial contact point for regional staff and/or judiciary on IT Security, including advice on suspected virus activity and internet connections
Maintain an accurate asset register of all IT equipment in use by staff and judiciary
Provide verbal and/or written regular updates to SMT and users about new or updated digital products being introduced and how these will benefit end users, customers and impact on processes, making appropriate use of regional communications tools.
Arrange and deliver training (including production of training material) on IT digital products to staff and judiciary.
To provide written and verbal advice to queries on IT digital products and on service issues.
Maintain knowledge base of external customers, suppliers, contractors and external service providers.
Provide statistical data for the management team and judiciary as required.
Contribute to the business plan, with particular focus on digitally improving the way services are delivered to internal and external customers.
Perform basic research, audits and quality/compliance checks, and provide feedback to managers in issues identified.
Project management and support
Provide IT guidance and input to regional change projects assisting with effective communication between project management and the business
Monitor project timelines, providing information and support at key stages.
Work with end users, internal and external stakeholders, courts and tribunals, to;
Support implementation of delivery plans.
Measure the success of changes implemented.
Identify and report on operational issues, risks and opportunities.
Promote the sharing of good practice.
Provide advice, training and support to staff/end users on new and current digital processes and systems.
Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and organisations
Communicate and work with SMT, tribunal staff and other internal and external stakeholders, suppliers and customers to ensure the successful delivery of digital change initiatives regionally.
Communicate, liaise and deal professionally with a wide range of internal and external stakeholders, agencies and representatives from other organisations including suppliers, contractors and external service providers.
Attend any relevant user workshops/meetings
Representation
Represent the function you have been assigned to at an operational level
Specialisms
Have a working knowledge of functions undertaken within the Cluster, to support the development and review of policies and procedures.
Provide specific functions as directed by line management in line with the SOP for providing that service.
Leadership
Potential management of Band E Business Support Assistant.
Accountability
Reporting to a Delivery Manager.
Other duties
The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.
This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in:
Face-to-face roles in HMCTS for example reception duties
Contact Centre roles in HMCTS for example call centre advisers
Processing roles in HMCTS Tribunal Administration
Being part of the operational delivery profession means belonging to a cross-government community of people. This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.
Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible, and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible, and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
For this post, occasional travel to all other sites across Scotland may be required,