IT First Line Support in Chelmsford

This role is responsible for providing first line IT support to ECL colleagues across all operational and corporate services. The postholder will act as the first point of contact for IT incidents, service requests, and technical queries, ensuring users receive professional, timely, and customer-focused support. The role sits within the IT team and supports the day-to-day operation of ECL’s IT systems, devices, applications, and Microsoft 365 services. The successful candidate will work closely with the IT Service Desk Supervisor, wider IT team, third-party suppliers, and business users to ensure effective issue resolution and excellent customer service. The postholder will support users both remotely and on-site, assist with onboarding and device setup activities, maintain accurate records within the IT service management platform, and contribute to continuous improvement across IT processes and user experience.

The role requires a proactive, customer-focused individual with strong communication skills, a willingness to learn, and the ability to work effectively within a fast-paced environment.

About You

• Experience of working in the Information Technology sector in a relevant role.
• Evidence of continuous professional development within the IT sector.
• Experience and working knowledge in Microsoft technologies; Windows 7/10, MS Office, Office365, MDM, Azure.
• Experience and working knowledge of Smart devices, Android, iOS and Mobile Device Management.
• Experience and/or understanding of ITIL service management or equivalent frameworks and/or standards.
• Understanding of Information Governance and Security environments within the Public Sector or equivalent.
• Good communication, interpersonal and influencing skills, including managing a range of internal and external stakeholders.
• Experience and/or understanding of Project Management frameworks such as Prince2, Agile or equivalent.

Applicants are expected to be able to travel to sites across Essex with occasional travel to neighbouring counties; own transport is therefore necessary. When required, provide out of hours support in conjunction with other members of the IT Support team rota.

What we can offer you as IT 1st Line Support:

• 45p paid per mile tax-free.
• Up to 32 days annual leave a year (inclusive of bank holidays).
• Fully paid induction and training with ongoing support.
• Career development opportunities with access to paid-for qualifications.
• Annual salary reviews.
• Annual performance-related bonus.
• Company pension – Enhanced contributory NEST scheme; we contribute up to 6%.
• Healthcare support scheme via Healthshield paid for by ECL.
• Employee Loyalty Scheme with long-service awards.
• Employee referral program – £350 for referring a friend.
• Access to Blue Light Card.
• Mental health first aiders in every service.
• Reimbursement of professional membership related to your role.

ECL reserves the right to close this vacancy early depending on application numbers.

About Us

At ECL, we offer care and support to thousands of people to live safely and independently within their own homes and local communities in South East England. We provide high quality social care services in Essex, London Borough of Havering, London Borough of Barking & Dagenham and West Sussex aimed at wellbeing, prevention and increasing independence. We are an equal opportunities employer and positively encourage applications from suitable candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We are proud to be part of the Disability Confident scheme which helps to employ, support and promote disabled people in the workplace.

We note that while ECL does hold a visa sponsor licence, we do not currently accept direct applications from candidates requiring visa sponsorship. Instead, we work with a designated third-party provider to support sponsorship arrangements. Therefore, applicants who do not already have the right to work in the UK and/or require visa sponsorship to continue working in the UK cannot be considered for this role through direct application.