1st Line IT Service Desk Administrator

Hertfordshire County Council; Stevenage; Hybrid; GBP 26,000 - 29,000; Part time

Job summary

Hertfordshire County Council is seeking a 1st Line IT Service Desk Administrator based in Stevenage with hybrid working across Hertfordshire. The part-time role (30 hours) supports fire and rescue IT services, logging incidents and service requests, providing first-line troubleshooting, and keeping users updated while following ITIL practices.

Training on ServiceNow, assets administration, and purchasing processes will be provided to the successful candidate.

Qualifications

• Strong communication skills and ability to explain technical information to non-technical users.
• Experience providing 1st line IT service desk support.
• Familiar with ITIL and service desk processes.
• Experience in logging purchase orders and asset management.
• Full training provided on ServiceNow and related IT workflows.

Responsibilities

• Log incidents and service requests with accurate details.
• Provide first-line triage and troubleshooting.
• Maintain ticket records across lifecycle and update users.
• Assist with asset administration and service monitoring.
• Support purchasing workflows and invoices.

Skills

Customer communication

First-line support

Ability to work across sites

Team collaboration

Problem solving

Tools

ServiceNow

MS Teams

SAP

Job description

Job Title:1st Line IT Service Desk Administrator

Starting Salary: £26,427 progressing to £29,071 per annum (pro rata for part time)

Hours:Part Time – 30 hours per week.5 days 08:00 – 14:30

Location: Based in Stevenage with Hybrid working with travel across Hertfordshire from time to time

Contract Type: Permanent

Directorate:Community Protection

About the team

The IT Service Desk Analyst is the first point of contact for all IT‑related queries within the Fire & Rescue Service. The role supports operational and non‑operational staff across stations, headquarters, control, and specialist departments. This includes handling calls, emails, and service desk tickets, logging incidents and service requests with accurate detail, performing initial triage, and ensuring users receive clear, timely updates. The analyst will follow IT processes, maintain knowledge articles, update asset records, liaise with suppliers, and assist with basic administrative and financial tasks. Experience with service desk systems and ITIL is desirable however full training will be supplied for the successful candidate — full training will be provided on our ServiceNow platform and ITIL practices for the right candidate.

About the role

As a 1st Line IT Service Desk Administrator, you will be the first point of contact for users requiring IT support, delivering a professional, customer-focused service across phone, email, and service desk channels. You will play a key role in ensuring incidents and service requests are logged with the relevant information, providing first-line troubleshooting, maintaining clear communication with users, and escalating issues to specialist teams where necessary.

Working within an IT support environment, you will manage tickets throughout their lifecycle, maintain accurate records, and help ensure service levels are met. You will also support the administration of IT assets and equipment, maintain knowledge base articles and documentation, and assist with routine operational tasks such as user account provisioning, equipment preparation, and service monitoring.

In addition to providing technical support, you will contribute to the smooth running of the IT service by supporting purchasing and financial administration activities, including raising purchase orders, tracking IT equipment and services, and maintaining accurate records of orders and invoices. You will work closely with colleagues, suppliers, and stakeholders to ensure a high standard of customer service and continuous improvement across IT processes.

This role would suit someone who enjoys helping people, has strong communication and organisational skills, can follow structured processes, and is keen to develop their technical knowledge and IT support experience.

Previous experience with service desk or ticketing systems is desirable but not essential as full training will be provided, including on our ServiceNow platform, IT processes, and supporting technologies.

About you

• Must hold a valid UK driving licence
• Ability to communicate effectively to a wide audience
• Able to assess situations quickly and able to take appropriate action
• Experience of providing 1st line IT service desk support
• Knowledge of raising purchase orders
• Experience in taking minutes and using MS Teams
• Experience of Asset management
• ITIL foundation v4
• Knowledge of using Service Now
• Experience in SAP
• Knowledge of Fire and Rescues services and processes

Don’t Let Experience Hold You Back

While this advert may appear to be aimed at candidates with previous IT experience, we recognise that great people come from a variety of backgrounds. If you don’t meet every requirement listed, or you’ve never worked in an IT role before, we would still encourage you to apply.

We’re looking for individuals with strong customer service skills, a willingness to learn, and a positive attitude. Full training and support will be provided, making this an excellent opportunity for someone looking to start a career in IT or transition into the Fire & Rescue sector. If you’re enthusiastic about helping people, solving problems, developing new skills and making a difference to the community we protect, we’d love to hear from you.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is Level 6. Please locate the job profile here:

Job profiles: Business support services

We reserve the right to close the job advert early in the event the applications exceed capacity. Please consider submitting your application in a timely manner.

Interview Date: 9th December 2026

DisabilityConfident

We are proud to be a

Disability Confident employerand guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

Safeguarding

This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

Driving required

You’ll need to have the ability to drive and/or travel around Hertfordshire, either using your own mode of transport or a company car to travel to other locations.

English Fluency

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required).

Further information about the legal requirement can be found here.

Proud member of the Disability Confident employer scheme