ICT Service Desk Technician - First-Contact IT Support

CHM; 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

The Fire & Rescue Service is seeking an ICT Service Desk Technician based in Aylesbury. You will be the first point of contact, resolving issues and guiding users to quick, clear outcomes while keeping systems running smoothly.

Working within a mixed environment, you will troubleshoot hardware, software and network problems, set up devices, and provide on-site or remote assistance. This role emphasizes customer care and timely, accurate communication.

Qualifications

• Experience providing customer-focused ICT support within a service desk.
• Experience with Microsoft Windows desktop OS.
• Experience diagnosing hardware, software and user ICT issues.
• Familiar 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.

Skills

Problem solving

Communication

Customer focus

Prioritisation

Adaptability

Technical foundation

Independence

Reliability

Education

ICT/CS qualification

Tools

Ticketing systems

ITIL practices

Job description

The Fire & Rescue Service is seeking an ICT Service Desk Technician based in Aylesbury. You will be the first point of contact, resolving issues and guiding users to quick, clear outcomes while keeping systems running smoothly.

Working within a mixed environment, you will troubleshoot hardware, software and network problems, set up devices, and provide on-site or remote assistance. This role emphasizes customer care and timely, accurate communication.