Grade 8 – £34,434 - £39,152 (as of April 2025 pay band figures)
The Cheshire West and Chester Council's Digital, Data and Technology (DDAT) department is looking for a User Support Analyst (Technical Desktop) to provide technical support to users.
Closing date for applications: midnight on 3rd May 2026. Interviews will be held week commencing 18th May 2026 at HQ Office, 58 Nicholas St, Chester, England CH1 2NP.
Responsibilities
* Third line technical support, ensuring they appropriately manage service requests through to resolution.
* Operating within agreed technical desk management processes and managing the team to deliver against agreed service level agreements and KPIs.
* Operating within agreed technical standards and ITIL procedures.
* Provide timely updates to service users on the status of outstanding calls.
* Support deeper technical troubleshooting, such as repairing hardware, installing software, connecting systems to multiple devices and providing tailored solutions to issues.
* Working in dedicated drop‑in face‑to‑face user clinics or project support, provide enhanced user support during periods of technology change.
* Support undertaking user satisfaction work as directed.
* Work with colleagues in user support to interpret data and trend analysis around problem management, incident management, demand management, productivity and service request trends.
Qualifications
The ideal candidate will have an NVQ Level 4 qualification in ICT or equivalent experience and meet the essential criteria as specified on the job profile.
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