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
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.