User Support Analyst (Service Desk)

Cheshire West and Chester Council

  • Ellesmere Port, Cheshire
  • £34,434 per year
  • Permanent
  • Full-time
  • 1 day ago
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 (Service Desk) to provide technical support to users.For more information on the role and the DDAT department, please visit the Digital, Data and Technology recruitment siteOrganisationCheshire West and Chester CouncilLocationEllesmere PortJob CategoryICTGradeCWAC NJC - Grade 8Salary Min£34,434Salary Max£39,152Hours per week37Weeks per year52.143Employment TypePermanentClosing Date09/09/2025Ref NoW4117Documents(PDF, 357.21kb)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.Cheshire West and Chester Council brings a fresh and energetic approach to providing top quality services for its many customers and communities. West Cheshire is a place where everyone can THRIVE – through our core values of Teamwork, Honesty, Respect, Innovation, Value for Money, and Empowerment.Cheshire West and Chester Council's Digital, Data and Technology (DDAT) department is looking to recruit an experienced and motivated User Support Analyst (Service Desk) to provide technical support to users. This is a grade 8 role, £34,434 - £39,152 (as of April 2025 pay band figures).For more information on the role and the DDAT department, please visit the Digital, Data and Technology recruitment siteResponsibilities include:Provide first and second 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 work as part of a team to deliver
against agreed service level agreements and KPI’s and within agreed technical standards and ITIL procedures.Ensure escalation to third line support is undertaken appropriately and monitored on behalf of users
until resolution.Ensure new incidents and requests ensuring are routed appropriately, seeking support from the senior
user support analyst or other DDAT team as appropriate and provide timely updates to service users on the status of outstanding calls.Work in dedicated drop in face-to-face user clinics or project support, provide enhanced user support
during period of technology change and undertake user satisfaction work as directed.The ideal candidate will have an NVQ Level 4 qualification in ICT or equivalent experience and meet the essential criteria specified on the job profile.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.To find out more information about what it is like to work for Cheshire West and Chester Council including our rewards and benefits please seeNo candidate will meet every single requirement - if your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!Cheshire West and Chester Council are committed to equality and diversity in employment. Please see the for more information.Cheshire West and Chester Council have adopted a Local Living Wage for our employees which means that all employees will receive a minimum of £12.60 per hour for all contracted hours.For any technical enquiries please email and quote job reference number in all correspondence.

Cheshire West and Chester Council