User Support Analyst (Technical Desktop)

Cheshire West and Chester; Ellesmere Port; On-site; GBP 34,000 - 40,000; Full time

Job summary

A local governmental organization in Ellesmere Port is seeking an experienced User Support Analyst (Technical Desktop) to deliver third-line technical support to users. The role entails ensuring service requests are resolved efficiently, managing user clinics, and engaging in technical troubleshooting to provide tailored user solutions. Ideal candidates will have an NVQ Level 4 in ICT or equivalent experience. Competitive salary between £34,434 - £39,152.

Benefits

GOLD Investors in People organisation benefits

Qualifications

• Experience in providing third line technical support.
• Ability to manage service requests and ensure timely updates.
• Knowledge of ITIL procedures and technical standards.

Responsibilities

• Provide third line technical support to users.
• Ensure service requests are managed through to resolution.
• Support troubleshooting and hardware repairs.

Skills

Technical troubleshooting

User support

Data analysis

Education

NVQ Level 4 qualification in ICT or equivalent experience

Job description

Grade 8

£34,434 - £39,152 (as of April 2025 pay band figures)

The Cheshire West and Chester Council's Digital, Data and Technology (DDAT) department has recently undergone a huge transformation and is looking for a User Support Analyst (Technical Desktop) to provide technical support to users.

For more information on the Cheshire West and Chester Council's Digital, Data and Technology department, please visit the DDAT recruitment site.

Cheshire West and Chester Council is a place where everyone can Thrive – through our core values of Teamwork, Honesty, Respect, Innovation, Value for Money, and Empowerment. Cheshire West and Chester Council brings a fresh and energetic approach to providing top quality services for its many customers and communities. West Cheshire is a place where everyone can THRIVE – through our core values of Teamwork, Honesty, Respect, Innovation, Value for Money, and Empowerment.

Cheshire West and Chester Council's Digital, Data and Technology (DDAT) department is looking to recruit an experienced and motivated User Support Analyst (Technical Desktop) to provide technical support to users. This is a grade 8 role, £34,434 - £39,152 (as of April 2025 pay band figures).

Responsibilities include:

• Third line technical support, ensuring they appropriately manage service requests through to resolution.
• Operating within agreed technical desk management processes and managing their team to deliver against agreed service level agreements and KPI’s.
• Operating within agreed technical standards and ITIL procedures.
• Provide timely updates to service users on the status of outstanding calls.
• Support deeper technical troubleshooting, such as repairing hardware, installing software, connecting systems to multiple devices and providing tailored solutions to issues.
• Working in dedicated drop in face-to-face user clinics or project support, provide enhanced user support during period of technology change.
• Support undertaking user satisfaction work as directed.
• Work with colleagues in user support to interpret data and trend analysis around problem management, incident management, demand management, productivity and service request trends.

The ideal candidate will have an NVQ Level 4 qualification in ICT or equivalent experience and meet the essential criteria as specified on the job profile.

For more detailed information on what the role involves and person specification requirements, please review the job profile.

By joining Cheshire West and Chester Council, you will be part of a GOLD Investors in People (IiP) organisation which is focused on building a stronger future where we all play our part in thriving, caring and sustainable communities.