Digital Support Analyst

Kirklees Metropolitan Council; Maldon; Hybrid; GBP 31,000 - 36,000; Full time

Benefits offered by this job

26 days annual leave

Local Government Pension

Job summary

Essex County Council is seeking a Digital Support Analyst to provide prompt technical support for personal computing, laptop/desktop devices, and office software. The role combines office-based work with home working and requires attending the office 2–3 days per week, with journeys at the employee's expense.

The post holder will handle incidents, contribute to improved service delivery, and work with multiple suppliers to restore services quickly while maintaining high customer satisfaction.

Qualifications

• A Level or equivalent education.
• ITIL Practitioner level accreditation is required.
• Experience in a User Support or Service Desk role is essential within a large authority or service provider.

Responsibilities

• Take ownership of resolving complex incidents with high technical knowledge or multiple suppliers.
• Document incidents and ensure proper closure, enabling service continuity and improvements.
• Interface between users and service providers, documenting incidents and progress for rapid resolution.
• Set priority for resolution, monitor progress, and apply escalation as needed.
• Provide guidance to users to maximise productivity with modern workplace tools.
• Support build, installation, upgrade, and decommissioning of desktop devices and software with minimal disruption.
• Encourage adherence to IT policies to protect information security.

Skills

ITIL Practitioner

User Support

Service Desk

Customer Service

Teamwork

Communication Skills

Problem Solving

Creative Thinking

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

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 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 more complex 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 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

• Educated to A Level or equivalent in experience in a relevant subject.
• Hold ITIL Practitioner level accreditation or equivalent professional qualification.
• Able to demonstrate proficient experience in a User Support/Service Desk role preferably working within a large Local Authority or with a Service Provider 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.
• 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 and autonomy, and resolving a broad range of complex issues.
• Evidence of continual professional development to keep pace with technical and business change.

Company: Essex County Council

Salary: £30685.00 – £36099.00 per annum + + 26 Days Leave & Local Gov Pension

Location: Maldon, Essex

Sector: Corporate Services

Sector: IT

Job Role: Technician