Mobile Digital Support Analyst

Essex County Council; Southend-on-Sea; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Company van provided

Job summary

Essex County Council is seeking a mobile IT support specialist based in Basildon, travelling across South Essex. You will deliver hands-on technical support for laptops, desktops, software applications and network connectivity, with a company van provided.

You will troubleshoot issues, document incidents, and provide guidance on modern workplace technologies to help colleagues work productively. A driving licence is essential.

Qualifications

• Educated to A Level or equivalent in a relevant subject.
• Hold ITIL Practitioner level accreditation or equivalent professional qualification.
• 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.
• Must have a full, clean UK driving licence and be able to travel between sites.

Responsibilities

• Take ownership of complex incidents requiring technical knowledge, coordinating with suppliers and following procedures to restore services quickly.
• Ensure incidents are documented and closed to resume normal operations and capture lessons for improvement.
• Act as the interface between users and service providers, including external suppliers, documenting incidents and progress for rapid resolution.
• Set priorities for resolution, monitor progress and escalate as needed to minimise disruption.
• Build, install, upgrade and decommission desktop devices and software, coordinating with stakeholders to minimise downtime.
• Configure and distribute end-user devices and support adoption of technology to enhance workforce productivity.
• Enforce adherence to IT policies to maintain information security and confidentiality.

Skills

Driving licence

Mobile role

Customer service

Problem solving

Communication

Education

A Level or equivalent

Job description

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: 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.
  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.
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 . 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 all veterans and care 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 , including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.