ICT Service Desk Technician

Buckinghamshire Fire & Rescue Service; Aylesbury; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

WFS Patron is seeking an ICT Service Desk role focused on keeping day-to-day ICT services running smoothly. You will act as the go-to point for technical support, handling user issues, system changes and equipment setup while ensuring problems are resolved quickly and users stay informed.

Responsibilities include owning issues from first contact to resolution, remotely or on-site support, device setup, and clear communication of updates.

Qualifications

• 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 ICT issues.
• Experience working with service management or ticketing systems.

Responsibilities

• Take ownership of ICT issues 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 and explain technical concepts clearly.
• Help keep processes simple and efficient so the service desk runs smoothly.

Skills

Problem solving

Ownership

Communication

Customer focus

Prioritisation

Adaptability

Windows basics

Networking basics

Teamwork

Attention to detail

Willingness to learn

Education

A Level / ICT Apprenticeship

Tools

Windows 10/11

Microsoft 365

Active Directory / Entra ID

IT helpdesk systems

Job description

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

• 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 independently 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 including printers, scanners, and multifunction devices.
• Information security and cyber security principles.
• IT service desk processes, procedures, and good practice, preferably aligned to ITIL principles