At a Glance
- Tasks: Provide top-notch technical support and enhance user experience with digital tools.
- Company: Join Essex County Council, a forward-thinking local authority committed to innovation.
- Benefits: Enjoy a competitive salary, flexible working options, and career development opportunities.
- Other info: Be part of a dynamic team with a focus on transformation and user-centric service.
- Why this job: Make a real difference in the community while developing your tech skills.
- Qualifications: A Levels or equivalent experience; ITIL 4 Foundation preferred.
The predicted salary is between 24600 - 28400 £ per year.
Digital Support Analysts
Fixed Term, Full Time
£29,647 to £34,878 per annum
Location: Chelmsford
Working Style: Anywhere worker
Closing Date: Wednesday 11th February 2026 at 11.59pm
Please note that we are looking to hire for multiple opportunities and have Secondments / Fixed Term Contracts available for periods of 18 months or 6 months. This position will require the successful applicants to work from the office, County Hall, Chelmsford, for up to 3-4 days per week.
The Opportunity
Essex County Council (ECC) is ambitious and by 2030 it will be one of the most forward looking, effective and financially sustainable Councils in the country. ECC will be a leading-edge digital council driving excellent customer service with transformation at the heart of service excellence. The Essex Digital Service (EDS) is key to this ambition. The Infrastructure and Service Operations teams lead on ensuring the availability, performance, and scalability of ECC's critical platforms and digital services, forecasting, and managing infrastructure and user resources to align with business growth.
Teams are responsible for all first-line support, enhancing the overall customer experience and overseeing service operations, supporting around 9,000 users and devices and driving the adoption and development of new solutions and systems to deliver improved infrastructure, platform, and user services for ECC, exemplifying high standards of user-centricity. They manage multi-million-pound commissioned and in-house service, device, network, and platform contracts with expertise in technology contracting.
The postholder will provide prompt and effective technical support for all aspects of personal computing including supporting users to get the full value from the digital tools and equipment available to them. They will be familiar with all areas of support including laptop/desktop devices, office and application software and user network connectivity issues, also in providing advice and guidance to all users in the effective use of the modern workplace digital tools and equipment available to them. They will be responsible for progressing reported incidents requiring a high level of technical knowledge and experience to resolve issues.
Accountabilities
- Take ownership and be accountable for satisfactory resolution of all incidents and fulfilment of service requests at initial point of contact/logging up to and including those 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.
The Experience You Will Bring
- Educated to A Level or equivalent in experience in a relevant subject.
- Hold ITIL 4 Foundation 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.
Why Essex?
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 ensure everyone matters in Everyone's Essex. 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 February 2025, Greater Essex was accepted onto the Government’s devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026.
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 Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.
As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained.
Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.
If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community.
If you have queries on this role or require anything further, please email daniel.warner@essex.gov.uk.
Digital Support Analysts in Chelmsford employer: Essex County Council
Essex County Council is an exceptional employer, offering a dynamic and supportive work environment in Chelmsford. With a strong commitment to employee development, flexible working arrangements, and a focus on innovation, ECC empowers its staff to contribute meaningfully to the community while enjoying a range of benefits, including support for unpaid carers and a commitment to inclusivity. Join us in shaping the future of local governance and delivering outstanding digital services to our residents.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Support Analysts in Chelmsford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Essex County Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Essex County Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Support Analysts in Chelmsford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Essex County Council:Your cover letter is your chance to shine! Tell us why you want to work at Essex County Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Essex County Council!
How to prepare for a job interview at Essex County Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
