Mobile Support Analyst
Location: Birmingham
Closing Date: 31st March
Interviews: Week commencing 22nd April
Grade: EO
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary: National £28,312 - £30,011 London £32,416 - £34,361
Working pattern: full-time, part-time, flexible working, job share
Contract Type: Permanent
*We offer a hybrid working model, allowing for a balance between remote work and time spent in the office.
The Role
We’re recruiting for a Mobile Support Analyst here at Justice Digital, to be part of our warm and collaborative Digital & Technology Team.
The Digital and Technology Support team is part of Justice Digital’s Technology directorate. It is a team comprising four functions: Specialist, Application, Onsite and Remote.
The Digital and Technology Support team provides local and remote 2nd line support and excellence that enables our MoJ customers to thrive.
The team provides technical support, expertise and knowledge sharing tailored specifically to our customers remotely & onsite. Our personal, customer-centric focus allows the MoJ business to run efficiently and project delivery to happen seamlessly.
The Mobile Support Team is a busy, customer-focused team that manages demand for mobile telephony technology and network connectivity across the whole of the MoJ.
We procure, deliver, track and manage mobile hardware and network connections to all business areas of the MoJ. We ensure that all demand for mobile technology is deployed rapidly and that all mobile incidents and issues are swiftly resolved.
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:
The Mobile Support Analyst will be responsible for the following:
Ensure the delivery, storage, registering, configuring, deployment and tracking of mobile technology to all business areas of the MoJ
Incident Management - Communicating with individual users to manage and resolve mobile incidents and enquiries within set Service Level Agreements (SLA). Incident Management will be managed via Service Now.
Regular, weekly site attendance to deploy Mobile Technology, this will include Mobile handsets, tablets and Mobile Broadband devices (MiFI). You will manage the end-to-end fulfilment of mobile requests, ensuring that the technology is delivered to the end user rapidly and that the asset is appropriately registered and configured for use.
Ensure that the details of hardware and network connections are recorded and controlled within appropriate asset registers.
Ensure mobile technology users are on the correct network tariffs achieving value for money.
Ensure that all smartphone and tablet devices are correctly registered and configured onto the MoJ Mobile Device Management Platform (Intunes)
Supplier relations - working with mobile suppliers to set and amend connection tariffs and resolve user incidents and enquiries.
Take delivery of mobile hardware and secure it safely on MOJ premises.
Work flexibly within the team to support and contribute to the aims, objectives, and performance of mobile team priorities. Be occasionally required to cover other team members' objectives. This includes contributing to the culture of continuous service improvement.
Infrequent weekend work may sometimes be required to accommodate operational needs.
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!