ICT Support Analyst – Maldon District Council

Overview

In this role you will provide specialist ICT advice and support to council services, acting as the main link between business teams and the ICT service. You will help ensure ICT tools and systems support efficient service delivery and good customer outcomes. You will contribute to small IT projects, incident management, and service improvements, while modelling professional values and wellbeing. This is a customer-focused, collaborative position that plays a key part in maintaining reliable IT support across the council. You will work in a hybrid setup, engaging with colleagues and partners to meet business needs.

Pay / Benefits

• Local Government Pension Scheme
• Generous holiday entitlement
• Flexible and agile working
• Employee assistance programme
• Cycle to work scheme
• Salary sacrifice car lease scheme

Responsibilities

• Act as the primary link between service areas and the ICT service, understanding business needs and proposing ICT solutions
• Provide specialist advice on ICT systems and digital tools aligned with council standards
• Log, manage and progress ICT incidents, requests and cases, including escalation when needed
• Support the delivery of small ICT projects, system changes and service improvements with colleagues and suppliers
• Maintain accurate case records and outcomes in ICT systems and processes
• Assist with testing, user support and basic guidance during new system implementations or changes
• Contribute to service improvement by identifying recurring issues and user feedback
• Collaborate within the ICT support team to deliver a consistent, customer-focused IT service

Key requirements

• Experience in IT support or digital services in a customer-focused environment
• Experience managing IT incidents, requests or cases and meeting service levels
• Ability to communicate clearly with users and translate technical information into practical guidance
• Willingness to learn and develop technical knowledge to changing systems and business needs
• Understanding of incident, request and case management processes within ICT service
• Knowledge of ICT policies, information security and data protection

• Customer-focused
• Clear communication
• Team collaboration
• Microsoft Office 365 (incl. Outlook, Teams)
• Experience with IT service management systems
• Incident and case management

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