Service Desk Operations Coordinator

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, 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!, Within your statement of suitability, please focus on demonstrating how you meet the following essential criteria which are being assessed at the sift stage;

• 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.


• Stakeholder Engagement: Experienced in cultivating strong relationships with both internal stakeholders and external suppliers, promoting service desk objectives positively.


In Justice Digital, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

• Delivering at Pace


• Managing a Quality Service


Your application will be reviewed against the Person Specification above by a diverse panel.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on your service desk experience will be conducted prior to the sift.

Should you be unsuccessful in the role that you have applied for, but demonstrated the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and potentially offer you the position without the need for a further application.

A reserve list may be held for a period of up to 12 months from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements.,
• You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government


• You were studying abroad


• You were living overseas with parents


In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
Success Profiles

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.
if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance
Supporting document 1
Service Desk Operations Coordinator Final JD Sep 24.docx - 12KB Opens in a new window
Converted File Service Desk Operations Coordinator Final JD Sep 24.docx.pdf - 68KB Opens in a new window

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.

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., To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

The national salary range is £32827 - £35678, London salary range is £37174 - £40403. Your salary will be dependent on your base location
Total pay in the range of '£30,001 to £40,000, £40,001 to £50,000' are subject to capability, skills and experience. Salary may consist of base pay and a Recruitment and Retention Allowance (RRA)
Number of jobs available
1
Detail of reserve list
12 Months
Region
National
City/Town
National
Building/Site
NATIONAL,
• 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., 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).
Closing Date