Digital Support Analyst

Essex County Counci; Chelmsford; Hybrid; GBP 31,000 - 36,000; Full time

Job summary

Essex County Council is seeking a Digital Support Analyst to join the Infrastructure and Service Operations teams in Chelmsford. The role covers first-line support for around 9,000 users, with a mix of office-based and remote working, 2–3 days in the office per week.

You will help users get the best value from digital tools and support ongoing service delivery. You will contribute to incident resolution, documentation, and continual service improvement, while maintaining high standards of

Qualifications

• Educated to A Level or equivalent in a relevant subject.
• ITIL Practitioner level accreditation or equivalent.
• Experience in a User Support/Service Desk role, preferably within a Local Authority or a Service Desk provider.
• Evidence of good written, oral and presentation skills with technical and non-technical audiences.
• Good customer service skills.
• Evidence of working effectively in teams.
• Experience in investigating causes, evaluating options and resolving complex issues.
• Commitment to continual professional development.

Responsibilities

• Take ownership and resolve complex incidents requiring high technical knowledge and multiple suppliers.
• Ensure incidents are documented and closed so normal operations resume.
• Act as interface between users and service providers, documenting incidents and progress.
• Set priorities and escalate unresolved issues to minimise disruption.
• Provide guidance to users to maximise use of digital tools and improve productivity.
• Build, install, upgrade and decommission desktop devices and software with minimal disruption.
• Configure and distribute end-user devices and support adoption of technology.
• Enforce IT policies ensuring security, integrity and confidentiality.

Skills

User Support/Service Desk experience

Communication skills

Teamworking

Problem solving

Education

A Level or equivalent

ITIL Practitioner level accreditation

Job description

Digital Support Analyst

Permanent,Full Time

£30,685 to £36,099 Per Annum

Location:Chelmsford

Working Style:Anywhere worker

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

To read more about our business area, please visit: Corporate Services

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.
• Good customer service skills.
• 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.

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

In March 2026, the Government announced that councils in Greater Essex will be reorganised into five new unitary authorities from April 2028. In addition to this, Greater Essex has been accepted on to the devolution priority programme, where we will work towards establishing a Mayoral Combined County Authority. You can read more about these changes, and what this may mean for this role, on our careers site.

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We’re also committed to interview allveteransandcare leavers, who meet the minimum requirements of the role for which they are applying.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go tohttps://www.gov.uk/dbs-update-service

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events, and industry related news at Essex County Council, please join The Essex Talent Community

If you have queries on this role or require anything further, please email [e-mail]

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