User Support Officer - Technical Desktop; Career Grade 6

Grade 6

£28,598 - £31,022 (as of April 2025 pay band figures)

Provide third line technical support to users in the Digital, Data and Technology department of Cheshire West and Chester Council, progressing within career grade from 6 to 8.

• Provide third line telephone and digital technical support, logging and managing service requests through to resolution, and ensuring timely updates to users on progress.
• Operate within agreed service desk processes, ITIL procedures, technical standards, SLAs and KPIs, managing workload and routing incidents appropriately, including escalation where required.
• Deliver advanced technical troubleshooting and user support, including hardware repair, software installation, system connectivity and tailored solutions, and support enhanced face‑to‑face user clinics or project activity during periods of technology change.
• Contribute to continuous service improvement by supporting user satisfaction activity, reviewing personal performance, and assisting with data interpretation and trend analysis across incident management, problem management, demand and productivity.

The ideal candidate will hold an NVQ Level 3 qualification in ICT (or equivalent), have experience of working in a customer‑focused IT support or service desk environment, be keen to develop through recognised service desk qualifications, and meet the essential criteria set out in the job profile.