Service Desk Analyst, Judicial Digital Services, Judicial Office

The national salary range is £29,303 - £31,061, London salary range is £33,551 - £ 35,564. Your salary will be dependent on your base location

Working Pattern

Full Time

Vacancy Approach

External

Location

Leeds, London, Loughborough

Region

East Midlands, London, Yorkshire and the Humber

Closing Date

04-Aug-2026

Post Type

Permanent

EO

Number of jobs available

1

Reserve List

12 Months

Job

20227

EO Service Desk Analyst, Judicial Digital Services

Team and Job Description

The Judicial Digital Services (JDS) function is a small, friendly, and welcoming team within the Judicial Office which will have 12 team members. The JDS team lead the development and delivery of products for the judiciary and other audiences such as members of the public and legal professionals. The team also collaborate with HMCTS/MOJ on various products where integration and development is required to meet user goals.

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 IT 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.

Responsibilities

Skills & Experience:

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.

Experience:

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 Service Now, JIRA, or Zendesk.
• Experience providing support to customers either within an IT function or similar support environment.
• Managing a quality service
• Working Together
• Seeing The Big Picture

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal,…