ICT Service Desk Technician

CHM; Aylesbury; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Good Annual Leave Entitlement

Employee Benefits

Employee Assistance Programme

Occupational Health

Onsite Gym Facilities

Job summary

The Fire & Rescue Service is seeking an ICT Service Desk Technician based in Aylesbury. You will be the first point of contact, resolving issues and guiding users to quick, clear outcomes while keeping systems running smoothly.

Working within a mixed environment, you will troubleshoot hardware, software and network problems, set up devices, and provide on-site or remote assistance. This role emphasizes customer care and timely, accurate communication.

Qualifications

• Experience providing customer-focused ICT support within a service desk.
• Experience with Microsoft Windows desktop OS.
• Experience diagnosing hardware, software and user ICT issues.
• Familiar with service management or ticketing systems.

Responsibilities

• Handle incoming ICT issues and service requests, taking ownership from first contact through to resolution.
• Troubleshoot a wide range of hardware, software, and network issues in a practical, user-focused way.
• Set up and maintain devices, including laptops, desktops, and core software.
• Provide user support both remotely and on-site when required.
• Manage and track requests to ensure nothing is missed and updates are clearly communicated.
• Carry out routine tasks such as system updates and basic maintenance.

Skills

Problem solving

Communication

Customer focus

Prioritisation

Adaptability

Technical foundation

Independence

Reliability

Education

ICT/CS qualification

Tools

Ticketing systems

ITIL practices

Job description

Are you confident being the first point of contact when issues arise, bringing calm, clarity, and timely resolutions to keep people and systems operating smoothly?

ICT Service Desk Technician

Job reference: VAC000458

Location: Stocklake, Aylesbury, Bucks, HP20

Salary: £31,164 Per Annum

Contract: 6 Months Fixed-Term Contract

Hours: Full-Time, 37 hours per week

Package: Local Government Pension Scheme | Good Annual Leave Entitlement | Employee Benefits | Employee Assistance Programme | Occupational Health | Onsite Gym Facilities

About The Employer

This Fire & Rescue Service serves a population of more than 800,000 in the Southeast of England. Around 400 Firefighters operate from 17 Fire Stations from the outskirts of London to the South Midlands. They employ around 100 specialist support staff, from ICT to Fire Prevention.

They are a diverse, welcoming community - will you join them?

The Service is only as good as its people. When their employees are engaged and supported, the Service thrives. This why they support flexible and hybrid working.

About the Role

Working within the Service Desk, the role focuses on keeping day-to-day ICT services running smoothly, by acting as the go-to point for technical support. It involves handling a mix of user issues, system changes, and equipment setup, while making sure problems are resolved quickly and users stay informed.

Key Duties

• Handle incoming ICT issues and service requests, taking ownership from first contact through to resolution
• Troubleshoot a wide range of hardware, software, and network issues in a practical, user-focused way
• Set up and maintain devices, including laptops, desktops, and core software
• Provide user support both remotely and on-site when required
• Manage and track requests to ensure nothing is missed and updates are clearly communicated
• Carry out routine tasks such as system updates and basic maintenance
• Work closely with users to understand their needs - not just their requests
• Offer clear, straightforward advice on systems and the effective use of technology
• Help keep processes simple and efficient so the service desk runs smoothly

About You

The employer is looking for someone who is / has:

• A strong problem-solving mindset, with the ability to work through issues logically
• Confident taking ownership of issues and seeing them through to resolution
• Clear and approachable communicator, able to explain technical matters in plain language
• Customer-focused, with a genuine desire to support and help others
• Able to prioritise workloads and manage multiple requests without losing track
• Adaptable and flexible, particularly when dealing with urgent or unexpected issues
• A solid technical foundation across Windows environments, networking, and common business systems
• Comfortable working independent while contributing positively as part of a team
• Reliable and well organised, with strong attention to detail
• Willing to learn, develop, and keep up to date with evolving technology

Qualifications & Training

A Level, ICT Apprenticeship or equivalent qualification in ICT, Computer Science, or a related discipline, or equivalent practical experience.

Experience

• Experience providing customer-focused ICT support within a service desk, helpdesk, or technical support environment.
• Experience supporting Microsoft Windows desktop operating systems.
• Experience diagnosing and resolving hardware, software and user-related ICT issues.
• Experience working with service management or ticketing systems.

Knowledge

• Microsoft Windows 10 and Windows 11.
• Microsoft 365 services including Outlook, Teams, OneDrive, and Exchange Online.
• Active Directory and Microsoft Entra ID.
• ICT infrastructure, endpoint devices, and desktop technologies.
• Networking fundamentals including TCP/IP, DNS, DHCP and Wi-Fi.
• ICT peripherals such as printers, scanners, and multifunction devices.
• Information security and cyber security principles.
• IT service desk processes, procedures, and good practice, preferably aligned to ITIL principles

Application closing date: Monday 16th November 2026

An equal opportunity employer. Applications from people of any colour, race, nationality, ethnic origin, religion, sex, sexual orientation, marital status, or disability are welcome.

If there are any adaptions or adjustments the employer can make to help you in your application, or with their recruitment process, you will be able to contact them.

Everyone who works with the employer is required to have a DBS check.

Abatement and Protected Pension

If are in receipt of a Firefighter's pension, before taking up employment with the employer, you are required to notify Human Resources as Abatement Rules may apply.