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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ICT Support Analyst - **Company:** Maldon District Council - **Location:** Maldon, UK - **Salary:** £31,610.0 - £33,562.0 - **Contract:** Permanent contract - **Skills:** BASIC (Programming Language), Microsoft Outlook, Cyber Security, Microsoft Office, Microsoft Software, Information Technology - **Published:** October 18, 2026 - **Apply:** https://www.careerjet.co.uk/job/gb5535532ba5fd1e8aabcb63a24b6d03c6/eaa ## About the Role * 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 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 working with business users to understand requirements and support appropriate solutions. * Experience of maintaining accurate records, case notes or system information in line with agreed processes. * Experience of working to deadlines and managing competing priorities in a busy service environment. * Experience of working collaboratively within a team to deliver a reliable and consistent IT support service. Skills and Ability * Ability to communicate clearly and professionally with users, translating technical information into practical guidance. * Ability to manage and prioritise own workload, responding effectively to changing demands and agreed service priorities. * Strong organisational skills to manage cases, records and information accurately and consistently. * Ability to analyse problems, identify appropriate solutions and escalate issues where necessary. * Ability to work collaboratively with colleagues, suppliers and service users to support effective IT service delivery. * Confident using technology and Microsoft applications (e.g. Office 365, Outlook, Teams) and IT service management systems. * Ability to remain calm, professional and customer-focused when dealing with issues or service disruption. * Willingness to learn and develop technical knowledge and skills in response to changing systems and business needs. ## Description 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.