Digital Support Analyst: IT Service Desk & Desktop Support

Essex County Council; Maldon; Hybrid; GBP 31,000 - 36,000; Full time

Job summary

Essex County Council is seeking a Digital Support Analyst to provide prompt technical support for personal computing, software, and connectivity. The role balances office-based and home working, with weekly office attendance and a closing interview date in September.

You will support around 9,000 users, engage with multiple suppliers, and help drive user-centric digital services. Prior ITIL certification and proven communication skills are required.

Qualifications

• Experience in User Support/Service Desk, preferably in a large Local Authority or with a service provider.
• ITIL Practitioner level accreditation or equivalent qualification.
• Proven written, oral, and presentation communication with technical and non-technical audiences.
• Strong customer service orientation and teamwork.
• Ability to handle complex incidents and coordinate resolutions.

Responsibilities

• Own and resolve complex incidents with high technical knowledge to restore services quickly.
• Document resolutions, ensure lessons learned, and drive service improvement.
• Interface between users and service providers, documenting incidents and progress.
• Set priorities, monitor progress, and escalate as needed to minimize disruption.
• Provide practical advice to maximise use of digital tools and devices.
• Assist build, install, upgrade, and decommission of desktop devices and software.
• Promote adherence to IT policies to safeguard information systems.
• Meet annual targets within the performance management framework.

Skills

Customer service

Communication skills

Teamwork

Technical support

Education

A Level or equivalent

Job description

Essex County Council is seeking a Digital Support Analyst to provide prompt technical support for personal computing, software, and connectivity. The role balances office-based and home working, with weekly office attendance and a closing interview date in September.

You will support around 9,000 users, engage with multiple suppliers, and help drive user-centric digital services. Prior ITIL certification and proven communication skills are required.