Job Title: ICT Second Line Service Desk Technician
Contract: Permanent
Working Hours: 37 hours per week*
Salary: £31,022.00 to £33,699.00
Location: Service Headquarters, Kelvedon Park*
Closing Date: 12th March 2026*You will be expected to attend the office 5 days a week and to ensure ECFRS business continuity however, there are plans to allow flexible working 1 day a week. There may be a requirement to provide cover outside of normal working hours (“Standby”)
The role
Be the lifeline for our tech! 🚨💻
As the go‑to ICT responder for Essex Fire and Rescue, you’ll jump into action when colleagues need support—diagnosing issues, guiding users through fixes, and escalating complex problems to specialist teams. You’ll keep our critical systems steady and our frontline crews connected, ensuring the technology behind our life‑saving work never misses a beat.
You’ll also take a turn in our shared out-of-hours rota, so together we can make sure our critical systems and teams are supported 24/7
What You Will Be Working On
Act as an initial internal escalation point for other service desk technicians.
Respond and resolve more complex incidents and service requests within agreed operational target levels and escalate to 3rd level support teams within ICT and external suppliers.
Create, maintain and publish relevant support documentation to assist colleagues in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary utilising the ITIL framework.
Provide advice and guidance on best practice for using the ICT systems.
Take responsibility for all owned open calls with appropriate escalation where necessary.
Responsible for maintaining CMDB records in line with agreed process.
Logs all incidents or service requests received in the ITSM Tool following agreed procedures.
Logs and actions alerts in line with agreed procedure dependent on the priority.
Out of hours support to be provided in line with agreed local arrangements.
Positively contribute to a safe work environment ensuring compliance with Health and Safety, Risk Management, Business Continuity and Safeguarding policy and procedure. Protect all personal information in adherence with the Data Protection Act 2018.
Any other duties commensurate with the responsibilities and grading of the post.
What Are We Looking For?
We’re looking for someone who thrives on solving complex issues, supporting colleagues, and staying composed when the pressure rises. As a Second Line Service Desk Technician, you’ll take on escalated ICT queries, provide deeper technical troubleshooting, and work closely with specialist teams to keep our systems running smoothly. |
