Hybrid IT Service Desk First-Line Support Specialist

Hertfordshire; Longfield; 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 and occasional Hertfordshire travel. The role is part-time (30 hours per week) and permanent, reporting to the Community Protection directorate.

You will be the first point of contact for IT queries, logging incidents and service requests, and providing timely user updates. You will handle first-line troubleshooting, manage ticket lifecycles, maintain asset records, and assist

Qualifications

• First-line IT service desk experience or training.
• Experience handling calls, emails, and tickets.
• Familiarity with ITIL processes or willingness to learn.

Responsibilities

• Log incidents and service requests with accurate details.
• Provide first-line troubleshooting and updates to users.
• Escalate issues to specialist teams as needed.
• Manage tickets through lifecycle and maintain records.
• Assist with IT asset administration, procurement and invoices.
• Contribute to knowledge base and process improvements.

Skills

1st line IT support

Customer service

Communication

Ticketing systems

Asset management

Driving licence (UK)

Purchasing & budgeting basics

Meet deadlines & organise

ServiceNow

SAP

Fire and Rescue domain knowledge

MS Teams

Education

ITIL Foundation v4

Tools

ServiceNow

MS Teams

SAP

Job description

Hertfordshire County Council is seeking a 1st Line IT Service Desk Administrator based in Stevenage with hybrid working and occasional Hertfordshire travel. The role is part-time (30 hours per week) and permanent, reporting to the Community Protection directorate.

You will be the first point of contact for IT queries, logging incidents and service requests, and providing timely user updates. You will handle first-line troubleshooting, manage ticket lifecycles, maintain asset records, and assist