ICT User Support – Leicestershire Fire and Rescue Service

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.

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 escalate 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.