Mobile Digital Support Analyst

Join the Essex Digital Services team as a Mobile Digital Support Analyst to keep our digital tools reliable for around 9,000 users. You’ll travel between sites to deliver hands-on end-user support and help maximise productivity with modern workplace technologies. The role sits in Infrastructure and Service Operations, focusing on incident resolution, user guidance, and continuous service improvement. You’ll work closely with colleagues and external suppliers to ensure high-quality, user-centric service delivery.

• flexible working options

• Own complex incidents from diagnosis to resolution to minimise disruption
• Document and close resolved incidents and capture lessons for improvement
• Act as liaison between users and service providers, including suppliers, with clear progress updates
• Prioritise incidents, monitor progress, and apply escalation when needed
• Provide tailored advice to maximise user productivity with digital tools
• Perform build, installation, upgrade, and decommissioning of desktop devices and software
• Configure and distribute end-user devices and support technology adoption
• Enforce IT policies to ensure security and confidentiality
• Contribute to performance management targets set annually

• ITIL Practitioner level accreditation or equivalent
• Experience in a User Support/Service Desk role, preferably in a large Local Authority or with a service provider
• Proven communication skills with technical and non-technical audiences
• Strong customer service orientation
• Ability to work within effective teams and develop creative solutions
• Proactive problem-solving and autonomy in resolving complex issues
• Current, unrestricted right to work in the UK and driving licence with vehicle access

• customer service orientation
• team collaboration
• effective communication
• end-user support (laptops/desktops)
• network connectivity basics
• software applications support