2nd Line Service Desk Analyst – Fixed Term

Working for Essex; Chelmsford; On-site; GBP 31,000 - 36,000; Full time

Job summary

Essex County Council seeks a Digital Support Analyst in Chelmsford on a fixed-term, full-time contract. You will provide 2nd line Service Desk support to around 9,000 users, ensuring availability and optimal use of digital tools and equipment.

The role requires resolving incidents with high technical knowledge, documenting outcomes, and collaborating with internal teams and suppliers to restore services quickly while adhering to IT policies. The initial term is 6 months with potential extension.

Qualifications

• Investigate cause and impact of incidents, evaluate options and take autonomous action.
• Experience in a User Support/Service Desk role, preferably in a large Local Authority or public sector.
• Excellent written, oral and presentation skills for technical and non-technical audiences.

Responsibilities

• Take ownership of incidents and service requests to restore services quickly and efficiently.
• Document and close resolved incidents to resume normal operations and enable service improvements.
• Act as interface between users and service providers, documenting incidents and monitoring progress.

Skills

Service Desk

User Support

Customer service

Education

A Level or equivalent

Tools

ITIL 4 Foundation

Job description

Essex County Council seeks a Digital Support Analyst in Chelmsford on a fixed-term, full-time contract. You will provide 2nd line Service Desk support to around 9,000 users, ensuring availability and optimal use of digital tools and equipment.

The role requires resolving incidents with high technical knowledge, documenting outcomes, and collaborating with internal teams and suppliers to restore services quickly while adhering to IT policies. The initial term is 6 months with potential extension.