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SC Senior Desktop Support Analyst

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  • Remote working
  • £450+ per day
  • Contract , 6 months
  • Full time

Our Government client is currently recruiting for a SC Senior Desktop Support Analyst on a 6 month initial contract paying £450 p/d.

Role: Senior Desktop Support Analyst IT General

Contract Length: 6 months

Location: London

IR35: Inside

Pay Rate to Candidate: £450 (umbrella)

Minimum Requirement: 18 months leadership experience

Security Clearance: SC

CV Deadline: 03/09 at 3pm

Interview Process: 1 stage teams call

Assignment background:

• Provide management support for the 2nd line eJudiciary Support Team, overseeing and managing the support offered to the national judiciary and staff consisting of approximately 22,000 users.

• You will be required to be proactive in managing, recording and reporting of eJudiciary issues and procedural documentation and act as a point of contact for senior stakeholders and management.

• Small team of 5 offer 2nd line support to the whole courts of justice

• Provide support to second line eJudiciary support team to provide deskside support to the ROJ eJudiciary

• Managing a team of 5 contractors and an a civil servant

Technologies/systems used: • Office 365

• Azure

• Sharepoint

• Office 365 products

• Microsoft azure from an admin point

• Service now

• Different operational systems •

Core day to day duties:

• Accountable for all aspects of digital/technology live service support and improvement for the end-to-end service (enabled by the product) delivered to the customer, Acting as helpdesk Manager

• Manage and control the digital and technology assets, resources, subscriptions and calendar of activities (primarily Microsoft updates) needed to keep the end-to-end service operating efficiently and effectively.

• Coordination of the multiple providers and suppliers involved in delivering the end-to-end service, both internal and external.

• Ensuring that operational methods, procedures, documentation, facilities and tools are established, reviewed and improved continuously.

• Identify and make improvements to the live operational service. Be proactive in making suggestions for improvements, providing options and recommendations.

• Ensure that 2nd line eJudiciary support staff are effectively managed and understand their role. Monitor, document and report any performance issues

• Prepare and maintain analysis and knowledge of the product and look at any trends with service and make suggestions as to how they can be improved. Provide management information on a regular basis and continually review how this can be improved to meet the needs of the various stakeholders.

• Analyse and understand the technical and practical details about how Office 365 works, serves user needs and how it can be improved.

• Responsible for any necessary communications about all aspects of operating eJudiciary.

• Co-ordinate escalations, major and security incidents as process requires.

• Work with the eJudiciary/RCJG technical lead and their staff to co-ordinate and support information they need to complete their tasks (e.g. investigating complex issues).

• Being able to communicate (written and verbal) with senior judicial stakeholders and dealing with high profile user calls, ensuring successful and speedy resolution.

• Act as a central contact point for all digital and technology matters related to eJudiciary.

• Build a close and trusting relationship with the Service Manager (HMCTS DTS Head of Judicial & RCJG) who is ultimately accountable for the end-to-end service, supporting them in the development and operation of the service.

Nicholas Pattison

PSR102/09/2021 10:37

• Attend meetings on behalf of the Head of Judicial and RCJG.

• Manage other service resolution for other products used by the Judicial and RCJG as and when required.

• Ensure written training material and guides are kept up to date and written in plain English.

• Managing of team of 5

Key skills:

• Experience of managing an IT Helpdesk or as a Team Leader

• Knowledge and experience of administering MS365 (at 2nd line level).

• Experience of managing an IT Service Desk or as a Team Leader (within a Service Desk).

• 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 as well as members of the department;

• Experience of dealing with incident, problem and change management processes.

• Being able to effectively communicate to internal and external stakeholders clearly and concisely. For example, explaining a complex (technical) incident in plain English.

• 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).

• Experience of managing a complex workload.

• Experience of speaking to people

  • Quote ref: 990039/43503

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