2nd Line Support at Ministry of Justice, London/Remote, 6 Months, £Contract Rate

  • Contract Spy
  • Hybrid (London, UK)
  • May 15, 2024
6 Months or more Customer Service

Contract Description



2nd Line Support (Inside IR35)

Contract Term: 6 months

Contracting Authority: Ministry of Justice (MoJ)

Location: Hybrid – Based at the Royal Courts of Justice, London 3 days per week (the frequency may increase in the future dependent on business needs)

The Ministry of Justice (MoJ) priorities include improving public safety and reducing reoffending by reforming prisons, probation and youth justice, and building a justice system which makes access to justice swifter and more certain for all citizens whatever their background. Project professionals in the MoJ help to improve the government’s ability to protect the public and reduce reoffending, and to provide a more effective, transparent and responsive criminal justice system for victims and the public.

The primary purpose of the role is to deal with complex incidents across all our services, maintenance and monitoring as well as development and delivery of new requirements using MS O365.

Support is also provided to the judiciary on other products as well as advice and guidance that includes departmental/government/judicial policies for the use of digital services. The role reports to the HMCTS DTS eJudiciary Helpdesk Manager, who in turn reports to the Service Operations Manager.

*SC Clearance is an essential requirement for this role, as a minimum you must be eligible and willing to undergo these checks*


As a 2nd Line Support your main responsibilities will be: 

  • 2nd Line point of contact regarding support for c25,000 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.
  • Manage and resolve incidents relating to other RCJ services (including DUC and ceFileCMS)
  • 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.
  • Follow (major) incident, change and problem management operating procedures. Contribute to maintaining them and suggesting improvements.


You will have:

*SC Clearance is an essential requirement for this role, as a minimum you must be eligible and willing to undergo these checks*

• 2nd line support experience
• Knowledge and experience of administering MS 0365, Exchange online (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a team site), Powershell (create and execute scripts), Azure (Security Groups), Active directory, Intune and MS Teams.

  • Advanced knowledge of MS Outlook, Word, Excel and PowerPoint.
  • Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.
  • IT literacy, competent in Microsoft Office applications (Outlook, Word, Excel, Teams, SharePoint)
  • 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 a call logging systems (Service Now highly desirable).
  • Dealing with high profile end users (desirable)