ICT Service Desk Technician

Buckinghamshire Fire & Rescue; England; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Buckinghamshire Fire & Rescue Service is seeking an ICT Service Desk professional to act as the first point of contact for technical issues, providing timely resolutions and clear updates to users. You will support Windows environments, networking, and core business systems, with hybrid working as part of the role.

The ideal candidate will have ICT-related qualifications, practical experience in service desks, and a customer-focused approach, able to explain technical matters in plain language

Qualifications

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

Responsibilities

• Handle incoming ICT issues and service requests, taking ownership from first contact through to resolution.
• Troubleshoot 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.

Skills

Problem-solving mindset

Ownership

Clear communication

Customer-focused

Workload prioritisation

Adaptability

Windows & networking knowledge

Independence with team contribution

Attention to detail

Willingness to learn

Education

A Level / ICT Apprenticeship or equivalent

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?, 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.,

• 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 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

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 of its people. When our employees are engaged and supported, our Service thrives. This why we support flexible and hybrid working.