Service Desk Analyst, Judicial Digital Services, Judicial Office
- MINISTRY OF JUSTICE
- Leeds, Yorkshire
- 25/07/2026
Full time
Information Technology
Telecommunications
Part Time IT
Testing
Job Description
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 ID
20227
Descriptions & requirements 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:
Training by the Digital Services Team will be provided for the role in addition to external training. However, the ideal candidate would have:
Working Arrangements & Further Information
The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.
Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map . All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).
For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale (any legacy arrangements/locations will need to be amended).
Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.
All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy.
The MoJ offers a range of benefits:
Annual leave is 25 days on appointment and will increase to 30 days after five years' service.
There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Support
. click apply for full job details
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 ID
20227
Descriptions & requirements 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.
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 ServiceNow, 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
Working Arrangements & Further Information
The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.
Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map . All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).
For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale (any legacy arrangements/locations will need to be amended).
Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.
All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy.
The MoJ offers a range of benefits:
Annual leave is 25 days on appointment and will increase to 30 days after five years' service.
There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Support
- A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
- For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on or Childcare Choices .You can determine your eligibility at .
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
- To the Civil Service Commission (details available here )
. click apply for full job details
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