ICT Service Desk Technician

The Buckinghamshire Fire and Rescue Service; 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

Buckinghamshire Fire & Rescue Service is seeking an ICT Service Desk Technician to maintain day-to-day ICT services, handle issues end-to-end, and support users on-site or remotely. The role requires strong problem-solving and clear communication within a hybrid-working setup in Buckinghamshire.

The successful candidate will have experience in Windows environments, service desks, and ticketing systems, with a focus on delivering user-friendly IT support and reliable service delivery.

Qualifications

• A Level, ICT Apprenticeship or equivalent qualification in ICT, Computer Science, or related discipline.
• 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 of Windows 10/11, Microsoft 365, Active Directory, ITIL principles.

Responsibilities

• Handle incoming ICT issues and service requests from first contact to resolution.
• Troubleshoot hardware, software, and network issues with a user-focused approach.
• Set up and maintain devices including laptops, desktops, and core software.
• Provide user support both remotely and on-site as required.
• Manage and track requests to keep updates clear and complete.
• Carry out routine tasks such as system updates and basic maintenance.
• Collaborate with users to understand needs, not just requests.
• Offer clear advice on systems and effective use of technology.
• Help keep service desk processes simple and efficient.

Skills

Problem solving

Ownership

Communication

Customer-focused

Prioritisation

Adaptability

Windows systems

Networking basics

Team player

Learning mindset

Education

A Level / ICT Apprenticeship

Job description

ICT Service Desk Technician

Location: Brigade Headquarters, Stocklake, Aylesbury, Bucks, HP20 1BD

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 Us

Buckinghamshire 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. We employ around 100 specialist support staff, from ICT to Fire Prevention.

We are a diverse, welcoming community will you join us?

Our Service is only as good as its people. When our employees are engaged and supported, our Service thrives. This why we 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

We are 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 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

Application closing date: Monday 16th November 2026

We are 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 we can make to help you in your application, or with our recruitment process, you will be able to contact us.

Everyone who works with us 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 Buckinghamshire & Milton Keynes Fire Authority, you are required to notify Human Resources as Abatement Rules may apply.

No agencies please.