eJudiciary 2nd Line Support Operator

Duration : ASAP-21/02/22

Pay rate : £300 per day Inside IR35

Position : eJudiciary 2nd Line Support Operator

Minimum Requirement:

Job Description:

Primary Responsibilities:

• 2nd Line point of contact regarding support for c23,000 members of the judiciary, located nationally who use eJudiciary and other IT products/services. Capture, record and resolve incidents in accordance with agreed protocols/SLA’s.
• Maintain ‘Service Now’ log of all incidents raised and resolve incidents in accordance with office standards and the SLA.
• Manage customer expectations when dealing with an incident/new work request and show reasoning and analysis when providing options and recommendations to resolve/deliver.
• Ensure complex IT issues can be explained in plain English, clearly and concisely.
• To understand the different types of customers and respond to them appropriately.
• Understand the urgency and skill levels of customer and use discretion when communicating.
• Follow a build process to build and dispatch laptops to the judiciary.
• Maintain an asset list using standard asset management procedures and actively monitor and document IT related stock held by the team.
• Dealing with telephone/e-mail queries from customers outside of eJudiciary.
• Follow (major) incident, change and problem management operating procedures. Contribute to maintaining them and suggesting improvements.
• Produce/maintain clear and concise documentation (office protocols, team guides, user guides, communications to user, etc).
• Identify and assist with the procurement and receipt of hardware/software, thereby assisting with financial management, following departmental guidelines.
• Ensure specialist administration knowledge of MS O365 and related administrative tools is up to date and maintained.
• Actively participate in the production and presentation of any IT Training sessions regarding eJudiciary products and services, agreed by the Head of Judicial and RCJ Group.
• Proactively monitor call trends, using this knowledge to provide suggestions to stakeholders on improvements to the service.
• Maintain knowledge of the MS O365 product set and ensure new releases and changes are monitored, understood and assessed in relation to their impact to the user, the support team and documentation.
• Assess the impact of change to MS O365 functional/non-functional releases and provide recommendations to stakeholders.

Secondary Responsibilities:

• To liaise and collaborate with other IT Services within the business to ensure a high level of service delivery, seeing through any escalations, live service issues, taking ownership until completed.
• To provide input into wider team’s initiatives. The post-holder will be expected to actively contribute to the team’s operational objectives and provide input into how the team can improve and meet its targets.
• Contacting and liaising with IT suppliers to represent our interests and the needs of eJudiciary users.
• As required represent the office/directorate/department in meetings with customers, business representatives and internal/external suppliers.

Essential Criteria:

• Recognised IT Qualification/Degree relevant to position.
• Knowledge and experience of administering MS 0365 (at 2nd line level). The post-holder is required to have specialist knowledge of MS O365 environment - Exchange online (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a team site), Powershell (create and execute scripts), Azure (Dynamic Security Groups) and MS Teams.
• Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses).
• Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.
• Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary.
• Experience of dealing with incident, problem and change management processes.
• Being able to effectively communicate to internal and external stakeholders clearly and concisely (e.g. explaining a complex incident in plain English).
• Experience of working in a 2nd Line team within an IT support environment.
• Production of support documentation and training materials for both internal support teams and customers.
• Being able to deliver training to colleagues and customers.
• Experience of a call logging systems (Service Now highly desirable).