Mobile Digital Support Analyst

Essex County Counci; Chelmsford; On-site; GBP 31,000 - 36,000; Full time

Job summary

Essex County Council is seeking a Mobile Digital Support Analyst on a fixed-term basis to join the Essex Digital Services team. Based in Basildon, the role covers South Essex, travelling between sites to deliver hands-on technical support using a company van.

The post requires a full clean UK driving licence and the ability to work across multiple locations, providing prompt incident resolution, end-user support, and guidance on modern workplace technologies to keep 9,000 users productive.

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 in a Local Authority or with a service provider.
• Strong written, verbal and presentation skills for technical and non-technical audiences.
• Good customer service and teamwork skills.
• Evidence of continual professional development and adapting to change.

Responsibilities

• Take ownership of complex incidents and coordinate resolution with multiple suppliers.
• Ensure incidents are documented, closed, and lessons learned captured for service improvement.
• Act as interface between users and service providers, documenting incidents and progress.
• Set priorities, monitor progress, and escalate when needed to minimise disruption.
• Provide practical guidance to users to maximise use of digital tools and devices.
• Coordinate build, installation, upgrade and decommissioning of desktop devices and software.
• Configure and distribute end-user devices and promote adoption of technology.

Skills

ITIL Practitioner

User Support

Service Desk

Teamwork

Customer Service

Communication

Problem Solving

Education

A Level or equivalent

Job description

Mobile Digital Support Analyst

Fixed Term,Full Time

£30,685 to £36,099 per annum

Location:South Essex

Working Style:Operational field-based worker

Please note this vacancy is available as a fixed term contract or secondment opportunity for up to 1 year.

We are looking for a Mobile Digital Support Analyst to join our Essex Digital Services team.

Based in Basildon, this role provides support across a range of Essex County Council locations throughout South Essex. As a mobile role, the successful candidate will be provided with a company van to travel between sites and deliver hands-on technical support where it is needed most. Therefore, applicants are required hold a full, clean UK driving licence.

As part of our Infrastructure and Service Operations team, you will help ensure the reliability, performance, and continuous improvement of the digital services that support approximately 9,000 users and devices across the organisation. The team plays a key role in delivering high-quality, user-focused digital services, managing critical infrastructure, networks, devices, platforms, and technology contracts that enable colleagues across Essex County Council to work effectively.

In this role, you will provide prompt and effective technical support across a wide range of end-user technologies, helping colleagues get the most from their digital tools and equipment. You will troubleshoot and resolve issues relating to laptops, desktops, software applications, and network connectivity, while offering expert guidance on the effective use of modern workplace technologies.

You will take ownership of complex incidents, using your technical expertise and problem-solving skills to diagnose issues, implement solutions, and ensure excellent customer service. Working closely with users and colleagues across the organisation, you will play a vital role in maintaining a productive and digitally enabled workforce.

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

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.

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 that the job role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle,or the ability to meet the mobility requirements of the role through other means.

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 are dedicated to making a positive difference for residents, communities and businesses across the county. 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.

In March 2026, Greater Essex was accepted on to the devolution priority programme, where we will work towards establishing a Mayoral Combined County Authority. You can read more about these changes, and what this may mean for this role, on our careers site.

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.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community

If you have queries on this role or require anything further, please email [e-mail]

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