Digital Support Analyst

In this role you support Essex County Council’s digital workplace as part of the Infrastructure and Service Operations team. You resolve incidents and service requests for around 9,000 users, guiding colleagues and external suppliers to restore services quickly. You help users maximise digital tools while upholding IT security and policies. This fixed-term contract offers exposure to public sector digital transformation and a chance to impact day-to-day productivity. You will work closely with cross-functional teams to sustain reliable, user-centric IT services.

• flexible working options
• supportive public sector environment
• focus on transformation and innovation
• opportunity to contribute to digital service delivery
• disability confident leader
• DBS update service consideration

• Take ownership of incident resolution and service requests from initial logging to closure
• Document and close resolved incidents to resume normal operations and capture lessons for improvement
• Interface with users, service providers, and suppliers to expedite resolution and maintain clear communications
• Prioritize incidents, monitor progress, and escalate as needed to minimize disruption
• Provide practical guidance to users to maximise the functionality of digital tools
• Perform build, install, upgrade and decommissioning of desktop devices and software
• Configure and deploy end-user devices and support adoption of technology
• Ensure adherence to IT policies for information security and confidentiality
• Support performance management objectives within the annual framework

• Educated to A Level or equivalent in a relevant subject
• Experience in a User Support/Service Desk role, ideally in a large Local Authority or public sector
• Proven ability to investigate causes, evaluate options, and resolve complex issues
• Strong written, oral, and presentation communication with technical and non-technical audiences
• Desirable: ITIL 4 Foundation or equivalent qualification
• Desirable: good customer service skills and continuous professional development

• customer service orientation
• clear communication
• problem solving
• User Support/Service Desk experience
• Desktop device build/install/upgrade
• End-user device configuration and deployment