Second Line Support Analyst

Second Line Support Analyst – RCJ & Judicial

Employer: HM Courts and Tribunals Service (HMCTS)
Job reference: 22328 / 481416
Job type: Information Technology
Grade: Higher Executive Officer (HEO)
Contract: Permanent
Working pattern: Full-time
Vacancies: 1
Salary: £35,335–£42,859
Closing date: 29 September 2026 at 11:55 pm
Location: National – England, Scotland and Wales locations listed below

HM Courts and Tribunals Service is recruiting a Second Line Support Analyst – RCJ & Judicial to provide advanced IT support across digital services used by the judiciary and HMCTS staff.

The role supports approximately 25,000 members of the judiciary and involves second-line technical support, incident management, Microsoft 365 administration, hardware support, system access management and service improvement.

Job Details

Location

The position is advertised nationally and may be based in:

• East Midlands
• East of England
• London
• North East England
• North West England
• Scotland
• South East England
• South West England
• Wales
• West Midlands
• Yorkshire and the Humber

Your salary will depend on your base location.

The national salary range is £35,335–£37,847, while the London salary range is £40,014–£42,859.

About the Role

The successful candidate will join the HMCTS Digital & Technology Services directorate and provide second-line support for digital services used by judges, staff and stakeholders.

The role includes supporting the Microsoft Office 365 environment used by around 25,000 judges across England, Wales, Northern Ireland and Scotland, as well as services including eJudiciary, Document Upload Centre (DUC) and ceFile/CMS.

You will deal with complex incidents, monitor and maintain digital services, support new requirements and provide technical advice and guidance to users.

The position reports to the HMCTS DTS eJudiciary Helpdesk Manager.

Key Responsibilities

The Second Line Support Analyst will be responsible for:

• Providing second-line IT support to approximately 25,000 members of the judiciary.
• Capturing, recording and resolving incidents in line with agreed service levels and procedures.
• Managing incidents relating to RCJ services, including Document Upload Centre and ceFile/CMS.
• Maintaining incident records and resolving issues within agreed standards.
• Managing customer expectations and providing appropriate technical recommendations.
• Explaining complex IT issues clearly and in plain English.
• Responding appropriately to different customer needs and levels of technical knowledge.
• Building and dispatching laptops to members of the judiciary.
• Maintaining IT asset records and monitoring team stock.
• Handling telephone and email support queries.
• Following major incident, change and problem management procedures.
• Contributing to improvements in IT support processes.
• Producing and maintaining user guides, team documentation and support procedures.
• Supporting hardware and software procurement and receipt.
• Maintaining specialist knowledge of Microsoft 365 and associated administration tools.
• Managing system access and reviewing access levels as required.
• Participating in IT training sessions for supported products and services.
• Monitoring call trends and identifying opportunities to improve service delivery.
• Keeping up to date with Microsoft 365 releases and assessing their potential impact.
• Working with other IT teams to resolve escalations and live-service issues.
• Contributing to wider team initiatives and operational objectives.
• Liaising with IT suppliers on behalf of the organisation and service users.
• Representing the team or directorate at relevant meetings with customers, business representatives and suppliers.

Requirements / Person Specification

Applicants should have:

• A recognised IT qualification or degree relevant to the role, or equivalent experience working at this level.
• Advanced knowledge of Microsoft Outlook, Word, Excel and PowerPoint.
• Strong IT literacy and experience with Microsoft Office applications including Outlook, Word, Excel, Teams and SharePoint.
• Knowledge of Windows 10, Windows 11 and iOS.
• Experience working with incident, problem and change management processes.
• Strong communication skills and the ability to explain complex technical issues in clear, straightforward language.
• Experience using call-logging systems. Knowledge of Halo or ServiceNow is desirable.
• The ability to communicate effectively with internal and external stakeholders.

Desirable Experience

The following experience is desirable and may be used to distinguish between candidates with tied scores:

• Second-line Microsoft 365 administration experience.
• Knowledge of Exchange Online, including message tracing and malware-related incidents.
• SharePoint administration, including creating team sites.
• PowerShell scripting.
• Azure administration, including Dynamic Security Groups.
• Microsoft Teams administration.
• Experience working within a second-line IT support team.
• Creating technical support documentation and training materials.
• Delivering IT training to colleagues and customers.
• Knowledge of HMCTS case management systems.
• Experience with ceFile/CMS or other technical administration supporting case management systems.

Salary & Benefits

The salary is £35,335 to £42,859, depending on location.

The national range is £35,335–£37,847, while London positions are paid £40,014–£42,859.

Benefits include:

• Civil Service Pension with an employer contribution of 28.97%.
• Annual leave.
• Public holidays.
• Season Ticket Advance.
• Learning and development opportunities.
• Flexible working options designed to support work-life balance.
• An inclusive working environment.
• Access to Civil Service employment benefits.

Working Pattern

This is a permanent, full-time position.

The vacancy is advertised as a nationally based role, with locations available across multiple UK regions.

Visa / Right-to-Work

The advert does not state that visa sponsorship is available for this position.

Applicants must meet the Civil Service nationality and right-to-work requirements. The vacancy is broadly open to eligible UK nationals, Irish nationals, qualifying Commonwealth nationals and certain EU/EEA/Swiss nationals and family members with the relevant UK status.

Importantly, this position requires Security Check (SC) clearance as a condition of appointment.

The advert states that candidates will normally need to have been resident in the UK for at least 5 years to meet the SC requirement.

Applicants who are currently outside the UK should therefore carefully check whether they can meet the security-vetting and nationality requirements before applying.

Security Clearance

Successful candidates must complete the required security checks before appointment.

The role specifically requires SC (Security Check) clearance. The vacancy states that candidates will normally need five years of UK residency to meet the relevant clearance requirements.

Successful candidates must also meet other applicable security requirements, including criminal record and baseline personnel security checks.

Application / Selection Process

The recruitment process will use the Civil Service Success Profiles framework and will assess candidates against Experience and Technical Skills.

Applicants should ensure that examples and statements submitted as part of their application accurately reflect their own experience.

The employer also states that artificial intelligence tools may be used to support an application, but information provided must be truthful, factually accurate and based on the applicant’s own experience. Applications may be withdrawn where plagiarism or inappropriate use of generated material is identified.

Deadline

The closing date is Tuesday 29 September 2026 at 11:55 pm.

Applications should be submitted before the deadline because the vacancy will no longer be available once it closes.

FAQs

What is the salary for the Second Line Support Analyst role?
The salary is £35,335–£42,859, depending on the candidate’s base location. The national range is £35,335–£37,847 and the London range is £40,014–£42,859.

Is this a permanent job?
Yes. The position is offered on a permanent, full-time basis.

How many vacancies are available?
There is 1 vacancy.

Where is the job based?
The role is nationally based, with locations listed across England, Scotland and Wales.

Does this job offer visa sponsorship?
The advert does not state that visa sponsorship is available. Candidates should also consider the SC clearance requirement and the stated normal five-year UK residency requirement.

What security clearance is required?
The successful candidate must obtain SC security clearance as a condition of appointment.

Is previous Microsoft 365 experience required?
Microsoft 365 administration experience is listed as desirable, while strong Microsoft Office knowledge and relevant IT support experience form part of the essential requirements.

What level is the position?
The role is at Higher Executive Officer (HEO) grade.

When does the vacancy close?
Applications close at 11:55 pm on Tuesday 29 September 2026.

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