ICT First Line Service Desk Technician x2 – Essex County Fire and Rescue Service

National Fire Chiefs Council Limited.; Southend-on-Sea; On-site; GBP 25,000 - 28,000; Full time

Job summary

A public emergency service in Essex seeks an ICT First Line Service Desk Technician to manage IT issues and provide support. You will act as the first point of contact for ICT problems, assist users, and ensure business continuity. This role includes on-call duties and may require visits to remote locations. A fixed-term contract with a salary range of £25,989.00 – £27,694.00 (Pro Rata, Per Annum) is offered.

Responsibilities

• Act as the first point of contact for ICT issues, logging incidents.
• Monitor progress of incidents and escalate unresolved calls.
• Assist users in making effective use of desktop systems.

Skills

ICT support

Call handling

Incident management

Tools

ITSM Tool

Job description

ICT First Line Service Desk Technician x2 – Essex County Fire and Rescue Service

Job Title: ICT First Line Service Desk Technician x2
Contract: Fixed Term to the 31st of March 2026
Working Hours: 37 hours per week*
Salary: £25,989.00 – £27,694.00 (Pro Rata, Per Annum)
Location: Service Headquarters, Kelvedon Park*
Closing Date: 22nd September 2025

*You will be expected to attend the office 5 days a week and to ensure ECFRS business continuity there may be a requirement to provide cover outside of normal working hours (“Standby”)

The Role

Be the 999 for IT problems!

Just like our crews respond to emergencies, you’ll be the first responder for ICT issues at Essex County Fire and Rescue. As the first point of contact, you’ll handle incoming calls, guide colleagues through fixes using our knowledge base, and escalate more complex incidents to the right teams. You’ll be the calm and reassuring voice that keeps our life-saving technology running smoothly, ensuring frontline teams stay connected when it matters most.

You’ll also take a turn in our shared out-of-hours rota, so together we can make sure our critical systems and teams are supported 24/7

What You Will Be Working On

• Acts as a First Point of Contact to the business and provide ICT support raised by telephone, email or by a user visiting the service desk. Logs all incidents or service requests received in the ITSM Tool.
• Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls. Monitors progress of all open calls with appropriate escalation.
• Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
• Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
• For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc.
• Ensures that incidents and requests are handled according to agreed procedures. Replace, repair, install or remove hardware/software to fulfil business requirements, this could involve visits to remote sites / locations across the Service.
• Monitor service availability and deal with alerts to prevent loss of service using technical expertise and/or escalating to technical teams using the ITSM Tool when resolution cannot be provided by the Service Desk.

This role will be subject to a Disclosure and Barring Service (DBS) check.