ICT Service Desk Technician

Buckinghamshire Fire and Rescue Service; London Borough of Southwark; Hybrid; GBP 31,000 - 36,000; 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 join the Service Desk team at Brigade Headquarters in Aylesbury. You will be the first point of contact for technical support, keeping ICT services running and communicating clearly with users.

We welcome applicants with a solid Windows, networking, and Microsoft 365 knowledge, and experience with service desks or ticketing systems.

Qualifications

• A Level, ICT Apprenticeship or equivalent qualification in ICT, Computer Science, or a related discipline, or equivalent practical experience.
• Experience providing customer-focused ICT support within a service desk, helpdesk, or technical support environment.
• Experience diagnosing and resolving hardware, software, and user-related ICT issues.
• Experience working 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
• 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

Skills

Windows OS

Networking

Active Directory

Microsoft 365

Communication

Problem solving

Customer focus

Teamwork

Education

A Level / ICT Apprenticeship or equivalent

Tools

Ticketing systems

ITIL

Job description

Job details

Job reference VAC000458 Date posted 01/11/2026 Application closing date 16/11/2026 Location Brigade Headquarters, Stocklake, Aylesbury, Bucks, HP20 1BD Salary £31,164 Gross Per Annum Package Fixed-Term Contract | Full-Time | 37-Hour Week | Local Government Pension Scheme | Good Annual Leave Entitlement | Employee Benefits | Employee Assistance Programme | Occupational Health | Onsite Gym Facilities Contractual hours 37 Basis Full time Job category/type Support Services Attachments Role Profile - ICT Service Desk Technician.pdf

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?

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.

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 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

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, please contact us via e‑mail or telephone.

Everyone who works with us is required to have a DBS check. If you have any queries or concerns regarding this, please contact [e-mail] .

For further information about the role, please review the role profile.

(Internal applicants please log in using your iTrent Self Service username and password)

If are in receipt of a Firefighter’spension,before taking up employment with Buckinghamshire & Milton Keynes Fire Authority, you are required to notify Human Resources as Abatement Rules may apply.

Fire Brigade Headquarters, Stocklake,Garside Way, Aylesbury HP20 1BD