Grade 6
Salary: £28,598 - £31,022 (as of April 2025 pay band figures)
The Cheshire West and Chester Council Digital, Data and Technology (DDAT) department has recently undergone a huge transformation and is looking for a User Support Officer to provide first line technical support to users.
For more information on the role and the DDAT department, please visit the Digital, Data and Technology recruitment site: www.cwcrecruitment.co.uk/digitaldatatechnology-external
Closing date for applications: Midnight on 14th December 2025
Shortlisting expected to take place on 15th December 2025
Interviews to be held: 16th - 18th December 2025
Cheshire West and Chester Council is a place where everyone can thrive – through our core values of Teamwork, Honesty, Respect, Innovation, Value for Money, and Empowerment.
Responsibilities
* Provide first line telephone and digital technical support, ensuring they appropriately log and manage service requests through to resolution.
* Operate within agreed service desk management processes, and manage their team to deliver against agreed service level agreements and KPIs.
* Operate within agreed technical standards and ITIL procedures.
* Ensure escalation to second and third line support is undertaken appropriately and monitored on behalf of users until resolution.
* Ensure new incidents and requests are routed appropriately, seeking support from the user support or senior user support analysts as appropriate.
* Support timely updates to service users on the status of outstanding calls.
* 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.
Qualifications
* At least an NVQ Level 3 qualification in ICT or equivalent.
* Willing to study for further service desk qualifications.
* Meet the essential criteria as detailed in the job profile.
By joining Cheshire West and Chester Council, you will be part of a GOLD Investors in People (IiP) organisation focused on building a stronger future where we all play our part in thriving, caring and sustainable communities.
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