2nd Line Service Desk Analyst - Digital Support (Essex)

New Start; Chelmsford; Hybrid; GBP 31,000 - 36,000; Full time

Job summary

Essex County Council seeks a Digital Support Analyst to provide 2nd line Service Desk support for employees, resolving incidents, and assisting with desktop devices, software, and network connectivity. You will ensure timely, user-centric digital solutions and maintain service quality for ~9,000 users.

The role is a fixed-term contract initially for 6 months, based in Chelmsford, with visa considerations noted.

Qualifications

• Educated to A Level or equivalent in a relevant subject.
• Evidence of investigating the cause and impact, evaluating options, exercising considerable personal responsibility and autonomy, and resolving a broad range of complex issues.
• Able to demonstrate proficient experience in a User Support/Service Desk role preferably working within a large Local Authority or public sector providing Engineering or Service Desk services.
• Evidence of good written, oral and presentation skills communicating with both technical and non-technical audiences including team and stakeholders inside and outside the organisation.

Responsibilities

• Take ownership and be accountable for satisfactory resolution of incidents and fulfilment of service requests at initial point of contact.
• Provide an effective interface between users and service providers, documenting incidents and ensuring rapid resolution.
• Use sound judgement to set priority for resolution, monitor progress, and apply escalation procedures.
• Support the development of a computer literate workforce and ensure adherence to IT policies.

Skills

2nd line support

Service Desk

Customer service

Technical troubleshooting

Education

A Level or equivalent

ITIL 4 Foundation

Job description

Essex County Council seeks a Digital Support Analyst to provide 2nd line Service Desk support for employees, resolving incidents, and assisting with desktop devices, software, and network connectivity. You will ensure timely, user-centric digital solutions and maintain service quality for ~9,000 users.

The role is a fixed-term contract initially for 6 months, based in Chelmsford, with visa considerations noted.