ICT Support Analyst - Maldon District Council
Maldon District Council
Permanent, Full Time
From £30,599 to £32,489 per annum
Location: Maldon
Closing Date: 30th June 2026
Maldon District Council is working in partnership with Essex Shared Services to support the role of ICT Support Analyst, a full time position offering hybrid working with an expectation of attending the office 2 days per week.
Role Purpose:
- To provide specialist ICT advice and support to services, acting as a key point of contact between the business and the IT service.
- To enable the effective use of ICT systems and digital tools to support service delivery, efficiency and good customer outcomes.
- Support the identification, development and implementation of appropriate ICT solutions that meet business needs.
- Ensure that enquiries, incidents, requests and cases are logged, managed and resolved appropriately and within agreed timescales.
- Effectively manage allocated IT-related cases, tasks and small pieces of work, working collaboratively with colleagues and suppliers where required.
- Support service improvement and change activity by providing IT input to projects and initiatives.
- Be a role model for the service, demonstrating authenticity, integrity, resilience and compassion and focusing on communication, personal development and wellbeing.
Accountabilities – Service Delivery:
- Act as a primary point of contact between service areas and the ICT service, understanding business needs and supporting appropriate ICT solutions.
- Provide specialist advice and support on the use of ICT systems and digital tools, ensuring solutions align with council standards and policies.
- Log, manage and progress ICT incidents, requests and cases, ensuring timely resolution and appropriate escalation where required.
- Support the delivery of small ICT projects, system changes and service improvements, working with colleagues and suppliers as needed.
- Maintain accurate records of cases, actions and outcomes within agreed ICT systems and processes.
- Support the implementation of new systems, upgrades or changes, including testing, user support and basic guidance.
- Contribute to service improvement by identifying recurring issues, opportunities for improvement and feedback from users.
- Work collaboratively within the ICT support team to ensure a consistent, customer-focused IT service is delivered.
The Experience You Will Bring:
- Educated to A level standard, NVQ Level 3 or equivalent, or demonstrable relevant experience in an IT or digital support role or willingness to undertake relevant professional ICT training or qualifications as required.
- Relevant experience in providing IT support, systems support or digital services within a customer-focused environment.
Knowledge
- Good working knowledge of ICT support principles, systems and service delivery within a customer-focused environment.
- Understanding of how ICT services support business processes and service delivery within a local authority.
- Working knowledge of relevant ICT policies, standards and procedures, including information security and data protection.
- Understanding of incident, request and case management processes within an ICT service.
- Knowledge of good customer service practice and supporting users with differing levels of ICT confidence.
- Awareness of continuous improvement and the importance of identifying and addressing recurring issues or service improvements.
Experience
- Experience of working in an IT support, digital services or systems support role within a customer-focused environment.
- Experience of managing IT incidents, requests or cases, including prioritising work and meeting agreed service levels.
- Experience of providing advice, guidance or support to users on IT systems or digital tools.
- Experience of working with business users to understand requirements and support appropriate solutions.
- Experience of maintaining accurate records, case notes or system information in line with agreed processes.
- Experience of working to deadlines and managing competing priorities in a busy service environment.
- Experience of working collaboratively within a team to deliver a reliable and consistent IT support service.
Skills and Ability
- Ability to communicate clearly and professionally with users, translating technical information into practical guidance.
- Ability to manage and prioritise own workload, responding effectively to changing demands and agreed service priorities.
- Strong organisational skills to manage cases, records and information accurately and consistently.
- Ability to analyse problems, identify appropriate solutions and escalate issues where necessary.
- Ability to work collaboratively with colleagues, suppliers and service users to support effective IT service delivery.
- Confident using technology and Microsoft applications (e.g. Office 365, Outlook, Teams) and IT service management systems.
- Ability to remain calm, professional and customer-focused when dealing with issues or service disruption.
- Willingness to learn and develop technical knowledge and skills in response to changing systems and business needs.
Be part of Maldon District Council - 'Where Quality of Life Matters'
Maldon District Council is a local authority 'Where quality of life matters'. Our Corporate Plan sets out our vision and priorities for the next three years and will be reviewed regularly to make sure we are on the right track. Using a range of data and what we know about the needs of our residents, we have set out what we will be doing and what we aim to achieve between now and 2028. It is also a useful tool that helps with decision-making and allocating resources.
To download or listen to a presentation of the Corporate Plan 2025-2028 click here
Maldon District Council plays a crucial role in the development and prosperity of the District, working for the good of the community and the long term benefit of residents, you can be part of our friendly team. From front line customer facing roles to policy and strategy, the work of the Council is diverse and dynamic.
In addition to a competitive salary, you will be entitled to a range of benefits, including:
- The Local Government Pension Scheme
- Generous holiday entitlement
- Flexible and agile working
- Employee assistance programme
- Cycle to work scheme
- Salary sacrifice car lease scheme
- Discounted local gym membership
- Free parking
Maldon District Council is committed to safeguarding and promoting the welfare of vulnerable groups including children, young people and adults and expects all staff and volunteers to share this commitment. Disclosure and Barring checks will be undertaken according to the responsibilities of the role. We welcome applications from people of all backgrounds, culture and experience. Applicants will be considered regardless of race, sex, disability or marital status.
Maldon District Council is committed to the employment and career development of disabled people. To demonstrate our commitment, we have been accredited as a Disability Confident Employer. As a Disability Confident Employer we take various actions in order to successfully employ and retain disabled people and those with health conditions.
For more information on this position, please email essexsharedservices@essex.gov.uk
Essex Shared Services is advertising this role as part of its partnership with Maldon District Council; however, the successful candidate will be employed directly by Maldon District Council.