User Support Officer

1 day ago

Ellesmere Port, United Kingdom Cheshire West and Chester Full time

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. #J-18808-Ljbffr

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