ICT Support Analyst Council

ICT Support Analyst - Maldon District Council

Maldon District Council

Permanent,Full Time

From £31,609.62 to £33,561.56 per annum

Location:

Maldon

Closing Date: 30th October 2026

Maldon District Council is working in partnership with Essex Shared Services to support the role of ICT Support Analyst, a full time position offering hybrid working with an expectation of attending the office 2 days per week.

Role

Purpose:

• To provide specialist ICT advice and support to services, acting as a key point of contact between the business and the IT service.
• To enable the effective use of ICT systems and digital tools to support service delivery, efficiency and good customer outcomes.
• Support the identification, development and implementation of appropriate ICT solutions that meet business needs.
• Ensure that enquiries, incidents, requests and cases are logged, managed and resolved appropriately and within agreed timescales.
• Effectively manage allocated IT-related cases, tasks and small pieces of work, working collaboratively with colleagues and suppliers where required.
• Support service improvement and change activity by providing IT input to projects and initiatives.
• Be a role model for the service, demonstrating authenticity, integrity, resilience and compassion and focusing on communication, personal development and wellbeing.

Accountabilities – Service Delivery:

• Act as a primary point of contact between service areas and the ICT service, understanding business needs and supporting appropriate ICT solutions.
• Provide specialist advice and support on the use of ICT systems and digital tools, ensuring solutions align with council standards and policies.
• Log, manage and progress ICT incidents, requests and cases, ensuring timely resolution and appropriate escalation where required.
• Support the delivery of small ICT projects, system changes and service improvements, working with colleagues and suppliers as needed.
• Maintain accurate records of cases, actions and outcomes within agreed ICT systems and processes.
• Support the implementation of new systems, upgrades or changes, including testing, user support and basic guidance.
• Contribute to service improvement by identifying recurring issues, opportunities for improvement and feedback from users.
• Work collaboratively within the ICT support team to ensure a consistent, customer-focused IT service is delivered.

The Experience You Will Bring:

• Educated to A level standard, NVQ Level 3 or equivalent, or demonstrable relevant experience in an IT or digital support role or willingness to undertake relevant professional ICT training or qualifications as required.
• Relevant experience in providing IT support, systems support or digital services within a customer-focused environment.

Knowledge

• Good working knowledge of ICT support principles, systems and service delivery within a customer-focused environment.
• Understanding of how ICT services support business processes and service delivery within a local authority.
• Working knowledge of relevant ICT policies, standards and procedures, including information security and data protection.
• Understanding of incident, request and case management processes within an ICT service.
• Knowledge of good customer service practice and supporting users with differing levels of ICT confidence.
• Awareness of continuous improvement and the importance of identifying and addressing recurring issues or service improvements.

Experience

• Experience of working in an IT support, digital services or systems support role within a customer-focused environment.
• Experience of managing IT incidents, requests or cases, including prioritising work and meeting agreed service levels.
• Experience of providing advice, guidance or support to users on IT systems or digital tools.
• Experience of…