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Service Desk Analyst – 75032
£25,827 – £31,200
Multiple Locations


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Civil Service Jobs Advert: Service Desk Analyst, Judicial Digital Services

  • Salary: London – £28,313.00. National – £26,900.00
  • Job Grade: Executive Officer EO
  • Contract Type: Permanent
  • Business Area – Judicial Office
  • Type of role: Information Technology
  • Number of posts available: 1
  • Location: London Royal Courts of Justice, Loughborough Magistrates Court, Leeds District Magistrates Court

Job Summary:

We are looking for an enthusiastic and self-motivated Service Desk Analyst to join our growing team. This is an exciting opportunity to support the Judiciary in an operational unit. The successful candidate would ideally have experience in an IT based role and will be comfortable working as part of a dynamic and high tempo environment to deliver an excellent service for our end user community.

Team and Job Description

An exciting opportunity has arisen to join our growing team as a Service Desk Analyst, where you will play a vital role in supporting our Judiciary. You will provide technical support across a wide range of bespoke ICT systems and services. You will respond to a wide range of incidents from across the Judiciary to help uphold the rule of Law. You will log, process, and diagnose each issue efficiently to provide excellent communication and end user care while working effectively with colleagues to deliver the right solution.

We are committed to continuous improvement in customer service, responsiveness, and building relationships. In this role, you’ll be a big part of that, ensuring issues are resolved and helping us build trust in our reliable service.

You will be able to turn your problem-solving skills, resourcefulness, and flexibility to each unique issue and thrive in our agile team. While an understanding of priority classifications, Service Level Agreements, and the ITIL framework would support you in this role, these are not essential as you will work closely with the Service Desk Manager to broaden your knowledge and learning and development training opportunities are available.

As a Service Desk Analyst, you will:

  • Manage incoming issues logged to Judicial Digital Services via our two primary channels, providing support to end users in a calm and professional manner.
  • Support the Judiciary by answering their technical and access enquires where necessary and provide remedial support where required to assist in their day-to-day job.
  • Use Azure Active Directory and other system tools to assist with managing accounts, conduct account creations and password resets where required while confirming user identity / their rights to access.
  • Troubleshoot system information to identify system faults or issues promptly, using information and support guidelines set out by the Service Desk Manager and policy issued to the group.
  • Work with various software suppliers in conjunction with the Service Desk Manager to identify and resolve technical issues.
  • Assist the Service Desk Manager with projects and related software tools by providing support and troubleshooting.
  • Assist with the testing of new features and technical fixes on software and tools as they become available.
  • Support the team to identify where digital processes could be improved based on service queries and patterns of issues.
  • Work with Service Desk Manager to build and improve the overall Service Desk function across the various Judicial digital services.


Training by the Digital Services Team will be provided for the role in addition to external training. However, the ideal candidate would have:

  • A keen interest and enthusiasm for digital technology and the latest web trends
  • Excellent verbal and written communications skills
  • Experience using ITSM ticketing support tools such as ServiceNow, JIRA, or Zendesk.
  • Experience providing support to customers either within an IT function or similar support environment.

Digital, Data and Technology (DDaT)

The Judicial Office are currently working with the Ministry of Justice on alignment with the DDaT profession.

The skills for this role can be found in the following link under Service Desk Analyst:

Service desk manager – GOV.UK (

Application process

In the first instance you will need to submit your application and CV through Civil Service Jobs.

The team will then sift applications to find the most suitable candidates. Due to the volume of applications we receive, we are unable to provide feedback from the sift stage.

The sift will be based on the experience listed in your CV and a tailored evidence-based statement of suitability.

Your statement of suitability should be no longer than 500 words. It should avoid generalised assertions, instead including specific examples of achievements, explaining the degree of challenge, what you did and the outcomes. 

Candidates will then be invited to an interview via MS Teams.

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


Managing a Quality Service

Delivering at Pace

Working Together

A Statement of Suitability of no more than 500 words, outlining previous relevant experience, or similar transferable skills


  • Flexible working options – hybrid home/office working agreements, working part-time, job sharing, or working compressed hours, we have people doing it and are happy to discuss further
  • Lots of training and development opportunities
  • A civil service pension with an average employer contribution of 22%
  • 25 days annual leave (plus bank holidays), and an extra day off for the King’s birthday.
  • Great maternity, adoption, and shared parental leave, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
  • Bike loans and secure bike parking (subject to availability and location)
  • Season ticket loans, eye-care vouchers etc.

Things you need to know

Security and Immigration checks

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is CTC.

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you’re applying for a role requiring security clearance, please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non-EEA nationals. Further information on whether you are able to apply is available here.


Candidates in their probationary period are not eligible to apply for vacancies within this department.

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.

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Contact point for applicants – for further information regarding this role please contact MoJ D&T Recruitment.

Further information

All Civil Servants will adhere to the ‘Civil Service code’, which outlines the Civil Service’s core values, and the standards of behaviour expected of all civil servants in upholding these values.

Note for current Civil Servants: If successful, the salary offered would normally be determined by applying the MoJ salary progression rules. If the appointment is on level transfer your substantive salary (excluding any allowances) will remain unchanged, unless it exceeds the maximum stated within the MoJ pay band, and unless your current salary is below the relevant MoJ grade minimum. If the appointment is on temporary or substantive promotion the salary will be increased by the appropriate promotion percentage or moved to the minimum of the relevant MoJ grade minimum, whichever is the greater.

Note for non Civil servant applicants: This post is open to UK Nationals, Commonwealth Citizens, EEA Nationals of other member states and certain non-EEA family members. There must be no employment restrictions or time limit on your permitted stay in the UK. You should normally have been resident in the United Kingdom for at least 3 years and in some cases 5 or even 10 years preceding your application due to the requirement to have a checkable history for security vetting purposes. If you answer ‘No’ to the questions regarding nationality then it is unlikely your application will be pursued. If you are unsure as to your eligibility on any of these points, please contact the recruitment team for clarification or advice.


The national salary range is £25,827- £27,170, London salary range is £29,664 - £31,200. Your salary will be dependent on your base location

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). 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, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

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.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


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.


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


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


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.


  • 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 GOV.UK or Childcare Choices. You can determine your eligibility at
  • 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

The Civil Service embraces diversity and promotes equal opportunities. 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 SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: