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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Mobile Digital Support Analyst - **Company:** Essex County Council - **Location:** Southend-on-Sea, UK - **Salary:** £30,685.0 - £36,099.0 - **Contract:** Temporary contract - **Skills:** Software Applications, Information Systems, Computer Literacy, Desktop Computing, Network Connections, Laptops - **Published:** October 30, 2026 - **Apply:** https://www.careerjet.co.uk/job/gb127a715acfc5ddfc493d19ea144daba1/eaa ## About the Role * Educated to A Level or equivalent in experience in a relevant subject. * Hold ITIL Practitioner 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. Please note that visa sponsorship is not available for this role. Applicants must have a current, unrestricted right to work in the UK. Please note that the job role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle, or the ability to meet the mobility requirements of the role through other means. ## Description 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. To read more about our business area, please visit: Accountabilities * 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 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.