ICT User Support

Leicestershire Fire and Rescue Service; Birstall; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Generous leave entitlement

Professional development

On-site gym

Free parking

Blue Light discount card

Occupational health unit

Employee Assistance Programme

LGPS pension

Job summary

Leicestershire Fire and Rescue Service is seeking an ICT User Support specialist to provide first-line assistance across a wide range of ICT services. The role is based at Birstall Headquarters, with regular travel to LFRS locations and participation in the ICT out-of-hours rota to support critical incidents outside normal hours.

You will receive training to grow your knowledge and confidence, with potential for hybrid working arrangements.

Qualifications

• A-levels or equivalent educational background.
• An ICT-related qualification or demonstrable ICT support experience.
• Experience in a workplace, educational, voluntary or similar setting is welcomed.

Responsibilities

• Provide first-line ICT support to colleagues across the service.
• Respond to incidents and service requests, investigate problems and offer guidance.
• Progress incidents to resolution or escalate when needed; work independently when possible.
• Support a range of ICT technologies including Microsoft 365, devices, accounts, networking and telephony.
• Help maintain accurate and useful support information and suggest service improvements.

Skills

Microsoft 365

Customer service

Communication

Problem solving

Teamwork

Education

A-levels or equivalent

ICT qualification or practical ICT experience

Tools

Microsoft 365

User accounts management

Networking

Telephony systems

Mobile devices management

Job description

Do you enjoy helping people get the best from technology?

We’re looking to fill a vacancy in our ICT User Support team. It’s a great opportunity to build on your ICT skills while supporting the people who deliver our Fire and Rescue Service. You’ll gain experience across a broad range of technologies, with training and support as you grow into the role. In time, you’ll join our ICT out-of-hours team and provide critical support when it matters most.

What You’ll Be Doing

You’ll provide first-line ICT support to colleagues across Leicestershire Fire and Rescue Service. You’ll respond to incidents and service requests, investigate problems and provide practical advice to help users get back to what they need to do.

This is a varied role with plenty of opportunity to build your experience. You’ll progress incidents and requests through to resolution or appropriate escalation, working independently where appropriate and involving colleagues or suppliers when needed. We’ll support you with training as you develop your knowledge and confidence in the role.

You’ll work with a broad range of ICT technologies and services. These include computers and mobile devices, Microsoft 365, user accounts and access, networking, telephony and communications equipment.

You’ll also help keep our support information both accurate and useful, as week as contribute ideas that improve the service.

What We’re Looking For

Good ICT support is about people as much as technology.

We want someone who listens to users and understands what they need. You’ll communicate clearly and provide practical guidance, adapting the level of technical detail to the audience. Whether you’re speaking with a user, colleague, manager or supplier, you’ll focus on giving them the information they need.

You’ll take responsibility for your own work and see things through. We’re looking for someone who uses their initiative and is willing to step up when something needs doing. You’ll also recognise when to seek support or elevate an issue.

You’ll bring a positive approach to the team and be keen to develop you skills and capabilities. You’ll learn from the problems you encounter and share knowledge with colleagues. We want someone who looks for opportunities to make things better and understands how their contribution helps both our Service and the Communities we serve.

You’ll need an A-level standard education, a relevant ICT qualification or equivalent practical experience in ICT support. We welcome experience gained in a workplace, educational, voluntary or any comparable practical setting.

Supporting a 24-hour blue-light service

The technologies we support help our people deliver services to communities across Leicester, Leicestershire and Rutland.

The role is based at Birstall Headquarters and requires regular travel to LFRS locations. You’ll also participate in the ICT out-of-hours support rota, responding to critical ICT incidents outside normal working hours where they may affect operational response.

You’ll receive training and support before joining the rota, giving you the knowledge and confidence to provide this support effectively.

If you want to develop your ICT career while making a positive contribution to an essential public service, we’d like to hear from you.

Benefits you will receive

• Competitive salary
• Flexible working
• Generous leave entitlement plus public holidays
• Full support for ongoing professional development
• On-site gym facilities
• Free onsite parking
• Access to an emergency services “Blue Light” discount card
• Use of our in-house occupational health unit, which includes fitness support
• Access to the Service’s 24/7 Employee Assistance Programme
• Public sector pension (subject to pension scheme rules). You will automatically be enrolled into the Local Government Pension Scheme (LGPS), which is a tax-approved, defined-benefit occupational pension scheme. Your contributions are based on your earnings, and you can choose from different income options when you retire.

Leicestershire Fire and Rescue Service is committed to promoting equality, diversity and inclusion in the workplace. Furthermore, we want to create a work environment where everyone feels safe, can be themselves and can perform their roles to the best of their abilities. We have signed up with a number of nationally recognised organisations that promote equality, diversity and inclusion and we are working with them to help us achieve our objectives. These organisations include:

• Employers Network for Equality and Inclusion
• Department of Works and Pension’s Disability Confident scheme
• Asian Fire Service Association (AFSA)

Safer Recruitment

We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. Safer recruitment practices, including identity, reference, and appropriate criminal record checks, will be applied throughout the recruitment process.

Pension Considerations

Please note that it is your personal responsibility to check whether by applying/accepting this position it would result in any Annual Allowance or Lifetime Allowance implications. A breach in the Annual Allowance threshold could result in a Tax charge. A breach in the Lifetime Allowance threshold will result in a Tax charge. Further information on Annual Allowance and Lifetime Allowance can be obtained from our Pensions team.

Sponsorship

Please take note that Leicestershire Fire and Rescue Service does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

Hybrid working may be considered for this role

Closing date: 23:59 11 November 2026

Interview and test date: w/c 16 November 2026 and w/c 23 November 2026

If you are invited to interview, you will be assessed against the NFCC Leadership Framework. The highest level relevant to the role is detailed in the person specification, and you may be required to demonstrate competence at any level up to and including that. The interview will include both behavioural and role-specific questions to assess your suitability for the position. You will also be asked a question exploring your understanding of, and commitment to, Equality, Diversity, and Inclusion (EDI) in the workplace.