Hybrid Digital Support Analyst — Remote/Onsite

New Start; Chelmsford; Hybrid; GBP 31,000 - 36,000; Full time

Job summary

Essex County Council seeks a Digital Support Analyst to provide prompt technical support for personal computing, assisting users to maximise digital tools. The role covers laptops, software, and network issues, with a mix of office and home working and 2–3 days in the office weekly.

The post holder will handle incidents with high technical knowledge, ensuring business continuity and contributing to service improvements within a large organisation.

Qualifications

• 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 within a large Local Authority or with a Service Provider delivering 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.

Responsibilities

• Take ownership and be accountable for satisfactory resolution of complex incidents according to procedures.
• Ensure resolved incidents are documented and closed to resume normal business operations.
• Provide interface between users and service providers, documenting incidents and progress.
• Use judgement to set priority for resolution and escalate unresolved incidents.
• Provide personal advice and guidance to maximise use of digital tools for productivity.
• Perform build, installation, upgrade and decommissioning of desktop devices and software.

Skills

ITIL Practitioner

User Support/Service Desk

Customer service

Teamwork

Education

A Levels or equivalent

Job description

Essex County Council seeks a Digital Support Analyst to provide prompt technical support for personal computing, assisting users to maximise digital tools. The role covers laptops, software, and network issues, with a mix of office and home working and 2–3 days in the office weekly.

The post holder will handle incidents with high technical knowledge, ensuring business continuity and contributing to service improvements within a large organisation.