ICT Service Desk Technician

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

Job summary

Bucks Fire Service Desk seeks an ICT support professional to keep day-to-day services running smoothly. You will be the go‑to for user issues, handling a mix of hardware, software, and network problems and providing timely, informative updates to users.

You will set up and maintain devices, work both remotely and on‑site, and collaborate with users to understand their needs while keeping processes simple and efficient.

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
• 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

Job description

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