Mobile Digital Support Analyst

Mobile Digital Support Analyst

Fixed Term, Full Time

£30,685 to £36,099 per annum

Location:

South Essex

Working Style:

Please note this vacancy is available as a fixed term contract or secondment opportunity for up to 1 year.

We are looking for a Mobile Digital Support Analyst to join our Essex Digital Services team.

Based in Basildon, this role provides support across a range of Essex County Council locations throughout South Essex. As a mobile role, the successful candidate will be provided with a company van to travel between sites and deliver hands-on technical support where it is needed most. Therefore, applicants are required hold a full, clean UK driving licence.

As part of our Infrastructure and Service Operations team, you will help ensure the reliability, performance, and continuous improvement of the digital services that support approximately 9,000 users and devices across the organisation. The team plays a key role in delivering high-quality, user-focused digital services, managing critical infrastructure, networks, devices, platforms, and technology contracts that enable colleagues across Essex County Council to work effectively.

In this role, you will provide prompt and effective technical support across a wide range of end-user technologies, helping colleagues get the most from their digital tools and equipment. You will troubleshoot and resolve issues relating to laptops, desktops, software applications, and network connectivity, while offering expert guidance on the effective use of modern workplace technologies.

You will take ownership of complex incidents, using your technical expertise and problem-solving skills to diagnose issues, implement solutions, and ensure excellent customer service. Working closely with users and colleagues across the organisation, you will play a vital role in maintaining a productive and digitally enabled workforce.

• Take ownership and be accountable for satisfactory resolution of more complex incidents 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…