Senior User Support Analyst

23 hours ago

Ellesmere Port, United Kingdom Cheshire West and Chester Full time

Grade 10 £41,771 - £48,072 (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 Senior User Support Analyst (Technical Desktop) to provide specialist 3rd line technical support to users and DDAT projects. 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 Responsibilities Providing third line technical support, ensuring they appropriately manage service requests through to resolution. Operating within agreed technical support processes and working to agreed service level agreements and KPI’s. Operating within agreed technical standards and ITIL procedures. Providing timely updates to service users on the status of outstanding calls. Complex technical troubleshooting, often affecting more than one user or user type, and act as a point of escalation in the team for complex technical support resolution, user configuration or changes to the operating environment. Working in face-to-face user clinics or project support, providing enhanced user support during period of technology change. Undertaking user satisfaction work as directed. Constantly assessing their own performance, and their teams, and identifying continuous improvements as part of their professional and team development. 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 and Experience The ideal candidate will have a Degree in ICT/DDAT or equivalent experience, be qualified to or willing to qualify to SDI: Service Desk Foundation or Service Desk Analyst, have knowledge of ITIL, with a good practical understanding of how the core ITIL functions. It is essential you have experience of managing and working in a DDAT support/service desk environment and experience of technical desktop support, good technical knowledge of MS products, operating systems and applications, active directory administration and device management. As this is a management role, experience in leading, inspiring, and developing teams is essential. For more detailed information on what the role involves and person specification requirements, please review the job profile. By joining Cheshire West and Chester Council, you will be part of a GOLD Investors in People (IiP) organisation which is focused on building a stronger future where we all play our part in thriving, caring and sustainable communities. #J-18808-Ljbffr

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