Hybrid Digital Support Analyst (Remote/Office)

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

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