Digital Support Analyst

Allscreens Nationwide Ltd; Chelmsford; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

East of England Ambulance Service NHS Trust in the United Kingdom seeks an experienced IT service desk professional to support users and maintain essential digital tools across a large organisation. You will handle incidents, provide guidance on workplace technology, and collaborate with suppliers and IT teams to ensure high availability and user satisfaction.

The role combines office-based and home working with regular attendance 2–3 days per week, and requires ITIL accreditation and strong

Qualifications

• Educated to A Level or equivalent in a relevant subject.
• ITIL Practitioner level accreditation or equivalent professional qualification.
• Able to demonstrate proficient experience in a User Support/Service Desk role within a Local Authority or a Service Provider.
• Evidence of good written, oral and presentation skills with technical and non-technical audiences.
• Evidence of working within effective teams.
• Evidence of applying and developing creative thinking concepts and finding alternative ways to approach team outcomes.
• Evidence of investigating cause and impact, evaluating options, and resolving a broad range of complex issues.
• Evidence of continual professional development to keep pace with technical and business change.

Responsibilities

• Take ownership and be accountable for resolving complex incidents to restore services quickly.
• Ensure resolved incidents are properly documented and lessons learned are captured for future improvements.
• Provide an interface between users and service providers; document incidents and progress to expedite resolution.
• Set priority, monitor progress, and apply escalation for unresolved incidents; ensure diagnostic information is accessible.
• Provide guidance to users to maximise the functionality of digital tools and equipment.
• Perform build, installation, upgrade and decommissioning of desktop devices and software.
• Configure and distribute end-user devices and promote adoption of technology.
• Encourage adherence to IT policies ensuring availability, integrity, authentication and confidentiality.
• Specific targets and objectives are defined annually within the performance framework.

Skills

ITIL Practitioner

User Support / Service Desk

Stakeholder communication

Team collaboration

Problem solving

Education

A Level or equivalent

Tools

Office software

Job description

Closing Date:

Monday 7th September 2026 at 11.59pm

Please note that visa sponsorship is not available for this role. Applicants must have a current, unrestricted right to work in the UK.

The role offers a mixture of office based and home working This means you can work remotely part of the working week with an expectation to attend the office 2 - 3 days per week. Any journeys to the office would be at your own expense. More specific details about this can be discussed at the interview stage should you be invited to interview.

Interview date:

W/C the 21st of September 2026

The Opportunity

The Infrastructure and Service Operations teams lead on ensuring the availability, performance, and scalability of ECC's critical platforms and digital services,forecasting,and managing infrastructure and user resources to align with business growth. Teams are responsible for all first-line support, enhancing the overall customer experience and overseeingserviceoperations, supporting around 9,000 users and devices and drivingthe adoption and development of new solutions and systems to deliver improved infrastructure, platform, and user services for ECC, exemplifying high standards of user-centricity. They manage multi-million-pound commissioned and in-house service, device, network, and platform contracts withexpertisein technology contracting.

The postholderwillprovideprompt and effective technical support for all aspects of personal computingincludingsupporting users to get thefull value from the digital tools and equipment available to them,Theywillbe familiar withall areas of support includinglaptop/desktop devices, office and application software and user network connectivity issues, also in providing advice and guidance to all users in the effective use of the modernworkplace digital tools and equipment available to them.They willberesponsible forprogressing reported incidents requiringa high levelof technical knowledge and experience to resolve issues.

Accountabilities

Take ownership and be accountable for satisfactory resolutionof morecomplex incidents requiring a high level of technical knowledge and, or, involving multiple suppliers according to agreed procedures to restore services quickly, maintain the quality and consistency of the service to minimise business disruption, enhance customer experience and maintain high levels of satisfaction.

Ensure that resolved incidents are properly documented and closed in order that normal business operation resumes, is confirmed, and ensure lessons learned can be acted on to support future service improvement.

Provide an effective interface between users and service providers, including external commercial suppliers where applicable, including documenting incidents, progress checking, and ensuring all diagnostic information is providedtoexpediteerror resolution and incident analysis.

Use sound judgement to set priority for resolution,monitorprogress,and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use itto enable a speedy resolution and minimise disruption.

Provide detailed personal advice and guidance,demonstratingingenuity in applying knowledge to non-standard situations,to enable users to maximise the functionality of the range of digital solutions available to them to be more productive and collaborative.

Performthebuild,installation, upgrade and decommissioning of desktop devices and software, liaising with all concernedensuringthat installation priorities are met and disruption to the organisation is minimised.

Configureand distributeend user devices and support the adoption and understanding of technology toassistthe development of a computer literate workforce.

Encourageand enforceadherence to IT policies that ensure availability, integrity,authentication,andconfidentialityto ensure the security of information and information systems.

Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience You Will Bring

Educated to A Level or equivalent in experience in a relevantsubject.

Hold ITILPractitionerlevel accreditation or equivalent professionalqualification.

Able todemonstrateproficientexperience in aUserSupport/Service Desk role preferably working within a large Local Authority or with a Service Provider providing Engineering or Service Deskservices.

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.

Evidence of working within effective teams.

Evidence of applying,facilitating,and developing creative thinking concepts and finding alternative ways to approach team outcomes.

Evidence of investigating the cause and impact, evaluating options, exercising considerable personal responsibility andautonomy,and resolving a broad range of complex issues.

Evidence of continual professional development to keep pace with technical and business change.

East of England Ambulance Service NHS Trust