Digital Support Analyst

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

Digital Support Analyst

Fixed Term,Full Time

£30,685 up to £36,099 per annum

Location:Chelmsford

Closing Date: Sunday 1st November 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.

Please note this vacancy is for a fixed term contract initially for 6 months with the possibility to extend to 12 months.

The Opportunity

This role is to provide 2nd line Service Desk support to the employees of Essex County Council. Essex County Council (ECC) is ambitious and by 2030 it will be one of the most forward looking, effective and financially sustainable Councils in the country. ECC will be a leading-edge digital council driving excellent customer service with transformation at the heart of service excellence. The Essex Digital Service (EDS) is key to this ambition.

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 overseeing service operations, supporting around 9,000 users and devices, and driving the 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 with expertise in technology contracting.

The postholder will provide prompt and effective technical support for all aspects of personal computing including supporting users to get the full value from the digital tools and equipment available to them.

They will be familiar with all areas of support including laptop/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 modern workplace digital tools and equipment available to them. They will be responsible for progressing reported incidents requiring a high level of technical knowledge and experience to resolve issues.

Accountabilities

• Take ownership and be accountable for satisfactory resolution of all incidents and fulfilment of service requests at initial point of contact/logging up to and including those 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 provided to expedite error resolution and incident analysis.
• Use sound judgement to set priority for resolution, monitor progress, and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it to enable a speedy resolution and minimise disruption.
• Provide detailed personal advice and guidance, demonstrating ingenuity 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.
• Perform the build, installation, upgrade and decommissioning of desktop devices and software, liaising with all concerned ensuring that installation priorities are met and disruption to the organisation is minimised.
• Configure and distribute end user devices and support the adoption and understanding of technology to assist the development of a computer literate workforce.
• Encourage and enforce adherence to IT policies that ensure availability, integrity, authentication, and confidentiality to 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

Essential:

• Educated to A Level or equivalent in experience 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.

Desirable:

• Hold ITIL 4 Foundation level accreditation or equivalent professional qualification.
• Good customer service skills.
• Evidence of applying, facilitating, and developing creative thinking concepts and finding alternative ways to approach team outcomes.
• Evidence of continual professional development to keep pace with technical and business change.

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

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.

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 to https://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.

Downloads

Pay and Reward|Our Ways of Working|About Us|Organisation Behaviours