ICT Service Desk Technician – Buckinghamshire Fire and Rescue Service

National Fire Chiefs Council Limited.; England; On-site; GBP 22,000 - 28,000; Full time

Job summary

Buckinghamshire Fire and Rescue Service is seeking an ICT Service Desk Technician to keep day‑to‑day ICT services running smoothly. You will be the go‑to for technical support, handling a mix of user issues, system changes and device setup.

You will troubleshoot a range of hardware, software and network issues, set up and maintain devices, and provide on‑site or remote support as needed. Strong communication and a customer‑focused mindset are essential.

Qualifications

• A Level, ICT Apprenticeship or equivalent qualification in ICT, Computer Science, or related discipline.
• Experience providing customer‑focused ICT support in a service desk or helpdesk.
• Experience with Microsoft Windows desktop operating systems and service management systems.

Responsibilities

• Handle incoming ICT issues and requests from first contact 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 remotely and on‑site as required.
• Manage and track requests ensuring updates are clear and nothing is missed.
• Run routine tasks such as system updates and basic maintenance.
• Collaborate with users to understand needs and explain technical matters clearly.

Skills

Problem solving

Ownership

Clear communication

Customer-focused

Prioritisation

Adaptability

Windows & networking basics

Team player

Attention to detail

Willing to learn

Education

A Level or ICT Apprenticeship

Tools

Active Directory

Microsoft 365

Windows 10/11

DNS/DHCP/Wi‑Fi

Job description

ICT Service Desk Technician – Buckinghamshire Fire and Rescue Service

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.

Contract type: Full Time