13074 - Remote Support Applications Analyst

Ministry of Justice; Remote; GBP 29,000 - 32,000; Full time

Job summary

A governmental agency in the UK is seeking a Remote Support Applications Analyst to join their collaborative team. This remote role involves providing second line support for applications used by the Probation Service. Successful candidates will coordinate service requests, engage with users for troubleshooting, and document support processes. Flexibility in work hours and a generous benefits package, including a learning budget and wellbeing support, are offered to employees. This position encourages professional development and a commitment to excellent customer service.

Benefits

Generous civil service pension

25 days leave plus bank holidays

Wellbeing support

Professional development budget

Flexible working options

Qualifications

• Experience supporting internal and external users.
• Willingness to pursue relevant accreditations.
• Ability to work with various IT areas.

Responsibilities

• Ensure resolution of second line application service requests.
• Provide excellent customer service to end users.
• Coordinate tasks to resolve application incidents.
• Document and update IT support materials.

Skills

Excellent customer service

Problem-solving

Coordinate and prioritize tasks

Remote support experience

Job description

Remote Support Applications Analyst

Location: National
Closing Date: 7th January 2026
Interviews: w/c 19th January 2026
Grade: EO
Salary: London: £33,551-£35,564; National: £29,303-£31,061
Working pattern: Full time, part-time, job‑share, flexible working.
Contract Type: Permanent

The Role

We’re recruiting for a Remote Support Applications Analyst at Justice Digital, to be part of our warm and collaborative Remote Support team. This role aligns against Application Operations Engineer from the Government Digital and Data Framework. Application Engineering is where ideas become reality. Our engineers build, test and maintain the software and services that power Justice Digital. They work closely with designers, product teams and users to create applications that are secure, accessible and easy to use. From developing new features to solving complex technical problems, application engineers play a key role in delivering services that make a real difference. This area suits people who enjoy coding, collaborating and continuously improving how things work.

The Digital & Technology Support team provides Local and Remote 2nd line support excellence that enables our MoJ customers to thrive. The team offers technical support, expertise and knowledge sharing tailored specifically to our customers remotely and on‑site. Our personal, customer‑centric focus allows the MoJ business to run efficiently and project delivery to happen seamlessly. We actively support professional development at the Ministry of Justice. Candidates are expected to demonstrate a willingness to work towards obtaining relevant accreditations as part of their role. 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

• Own and ensure the speedy resolution of second line application (i.e., nDelius and OASys) service requests and incidents for the 26,000 IT users in the Probation Service.
• Proactively manage, coordinate and prioritise tasks to resolve application incidents and service requests.
• Contact and liaise with end users when necessary, providing excellent customer service.
• Work in partnership with other IT areas to fix application problems, including liaising and escalating to 3rd line support, whilst always ensuring excellent partnership working.
• Provide guidance on suitable workarounds that enable users to operate whilst a permanent resolution is identified and implemented.
• Ensure the delivery of programme/project and transition work.
• Document and update IT support and knowledge management materials.
• Meet performance and quality objectives to ensure that overall team key performance indicators, targets and quality controls are met.
• Contribute to the maintenance of Knowledge Base Articles.

There will be an occasional requirement to travel to a variety of sites for meetings, and to develop and maintain an understanding of the needs of the business and the users. However, this role is remote and can be fulfilled at home or at any MOJ site, depending on your preference.

We encourage applications from people who have experience supporting internal and external users and understand the importance of excellent customer service. If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team, please read on and apply!

Benefits

• 37 hours per week and flexible working options including working from home, part‑time, job sharing or compressed hours.
• A £1k per person learning budget is in place to support all our people, with access to best‑in‑class conferences, seminars, accreditation with professional bodies, fully funded vocational programmes and e‑learning platforms.
• Staff have 10% time to dedicate to developing and growing.
• Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024.
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the King’s 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. Maternity support/paternity leave at full pay for 2 weeks too.
• Wellbeing support including access to the Calm app.
• Nurturing professional and interpersonal networks including those for Carers & Childcare, Gender Equality, PROUD and SPIRIT.
• Bike loans up to £2,500 and secure bike parking (subject to availability and location).
• Season ticket loans, childcare vouchers and eye‑care vouchers.
• 5 days volunteering paid leave.
• Some offices may have a subsidised onsite gym.