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 has recently undergone a huge transformation and is looking for a User Support Analyst (Technical Desktop) to provide technical support to users.
Responsibilities
* Third line technical support, ensuring they appropriately manage service requests through to resolution.
* Operating within agreed technical desk management processes and managing their team to deliver against agreed service level agreements and KPI’s.
* 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 period 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.
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.
For more detailed information on what the role involves and person specification requirements, please review the job profile.
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