Service Desk Operations Coordinator(Ref: 90393)

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

East Midlands (England), East of England, London (region), North East England, North West England, Scotland, South East England, South West England, Wales, West Midlands (England), Yorkshire and the Humber

About the job

Job summary

This position is based nationally

Job description

Grade: HEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer) 

Salary: National: £32,827 – £35,678 (which may include an allowance of up to £61), London: £37,174 – £40,403 (which may include an allowance of up to £851). 

Working pattern: Full time, Part time, Flexible working.

Contract Type: Permanent 

Vacancy number: 90393 

• We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP

The Role

We’re recruiting for a Service Desk Operations Coordinator here at Justice Digital, to be part of our warm and collaborative Service Operations team. 

This role aligns against IT Service Manager from the Government Digital and Data Framework 

The Service Desk Coordinator will report directly to the Senior Service Desk Operations Manager. This is a central role responsible for coordinating service desk operations, supporting the Operations team, managing administrative functions, overseeing risk and issue management, providing team coverage, maintaining Incident Management processes, policies, and Service Desk procedures, and managing the Continual Service Improvement Register. 

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities: 

Operational coordination:

• Ensure the smooth operation of the Service Desk, facilitating effective collaboration across different service areas.
• Support strategic initiatives for service enhancement.

Process, Policy & Procedure Management:

• Keep the Incident Management processes and policies, and the Service Desk Contact Handling procedures current ensuring compliance with organisational standards.
• Regularly review and revise documentation to reflect changes in technology, service delivery and processes.

Continual Service Improvement Register Management:

• Assess and highlight opportunities for improvement and streamline processes to enhance efficiency in our service desk operations. Record these improvements on the Continual Improvement register.
• Maintain and update the Continual Improvement register for the Service Desk team.
• Track and document improvements, ensuring they align with the Digital Strategy and User Satisfaction goals.

Support Service Desk Operations Team:

• Assist the Senior Service Desk Manager and the Service Desk Operations Leads in their respective areas, ensuring effective information sharing and collaboration.

Administrative Oversight:

• Manage administrative tasks including scheduling calls, workshops and documentation management.

Risks & Issues Management:

• Identify, record, manage and escalate risks and issues impacting the service desk operations.
• Keep the risks and issues log current and reflective of ongoing updates.

Stakeholder Engagement:

• Cultivate robust relationships with both internal stakeholders and external suppliers, actively promoting the service desk’s best practices and strategic objectives in a positive and engaging manner.

Performance Monitoring and Reporting:

• Analyse and report on service desk performance, identifying trends and areas for improvement.
• Generate regular reports on operational metrics, administrative tasks, and improvement activities.
• Brief the Compliments, Complaints & Escalations (CCE) Reporting & Stakeholder Lead on any emerging trends.

Team Coverage:

• Provide cover for team members during absences, maintaining operational continuity.
• Adapt to different service desk roles as needed. 

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification 

Essential 

• Proven experience working in a service desk environment, with an understanding of the ITIL framework.
• Operational Coordination: Skilled in effectively managing and coordinating service desk operations, ensuring seamless integration and efficiency.
• Process and Policy Management: Proficient in maintaining, updating, and ensuring compliance with service desk processes, policies, and procedures.
• Risk and Issue Management: Capable of proactively identifying, documenting, managing, and escalating operational risks and issues.
• Stakeholder Engagement: Experienced in cultivating strong relationships with both internal stakeholders and external suppliers, promoting service desk objectives positively.
• Performance Analysis and Reporting: Adept at analysing service desk performance, identifying improvement areas, and generating insightful reports.
• Adaptability and Team Support: Flexible and adaptable in providing effective support across various service desk roles, including team coverage and administrative tasks. 

Willingness to be assessed against the requirements for SC clearance 

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• A £1k per person learning budget is in place to support all our people, with access to best in class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms
• Staff have 10% time to dedicate to develop & grow
• Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, 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!
• Wellbeing support including access to the Calm app.
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym.

Person specification

Please refer to attached Job Description

Benefits

Alongside your salary of £32,827, Ministry of Justice contributes £9,509 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Contact point for applicants

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : [email protected]
• Telephone : 0845 241 5359

Recruitment team

• Email : [email protected]

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL ([email protected]) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

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