ICT First Line Service Desk Technician x2
| Dyddiad hysbysebu: | 10 Medi 2025 |
|---|---|
| Cyflog: | £25,989.00 i £27,694.00 bob blwyddyn, pro rata |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 22 Medi 2025 |
| Lleoliad: | CM8 3HB |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Essex County Fire & Rescue Service |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | req341 |
Crynodeb
Job Title: ICT First Line Service Desk Technician x2
Contract: Fixed Term to the 31st of March 2026
Working Hours: 37 hours per week*
Salary: £25,989.00 - £27,694.00 (Pro Rata, Per Annum)
Location: Service Headquarters, Kelvedon Park*
Closing Date: 22nd September 2025
*You will be expected to attend the office 5 days a week and to ensure ECFRS business continuity there may be a requirement to provide cover outside of normal working hours (“Standby”)
The Role
Be the 999 for IT problems!
Just like our crews respond to emergencies, you’ll be the first responder for ICT issues at Essex County Fire and Rescue. As the first point of contact, you’ll handle incoming calls, guide colleagues through fixes using our knowledge base, and escalate more complex incidents to the right teams. You’ll be the calm and reassuring voice that keeps our life-saving technology running smoothly, ensuring frontline teams stay connected when it matters most.
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
Acts as a First Point of Contact to the business and provide ICT support raised by telephone, email or by a user visiting the service desk. Logs all incidents or service requests received in the ITSM Tool.
Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls. Monitors progress of all open calls with appropriate escalation.
Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc.
Ensures that incidents and requests are handled according to agreed procedures. Replace, repair, install or remove hardware/software to fulfil business requirements, this could involve visits to remote sites / locations across the Service.
Monitor service availability and deal with alerts to prevent loss of service using technical expertise and/or escalating to technical teams using the ITSM Tool when resolution cannot be provided by the Service Desk.
Create/change/delete user computer login accounts or application/data access permissions, same with Bespoke accounts ensuring compliance with security protocol using Active Directory and/or required ICT tools.
Record and report to the CMDB owner any changes regarding Configuration Items received by replacement/renewal/repair or gained knowledge received whilst dealing with user support issues.
What Are We Looking For?
We’re looking for someone who enjoys solving problems, helping people, and keeping calm under pressure. As the first point of contact for ICT issues, you’ll need to be a great communicator who can explain technical fixes in a clear and friendly way.
You don’t need to know everything on day one — what matters most is your enthusiasm, willingness to learn, and commitment to providing excellent customer service. Key skills and qualities we value:
A genuine passion for technology and problem-solving
Strong communication and people skills
Patience and a reassuring manner, even when things get urgent
The ability to follow structured processes and use knowledge bases effectively
A team player mindset, with flexibility to support colleagues in and out of hours
If you’re ready to be the “first responder” for IT and play your part in supporting an essential emergency service, we’d love to hear from you.
Eligibility
To be eligible to apply for these opportunities, you must:
Level 2 standard of education (e.g. undergraduate degree) or demonstrating equivalent experience
Possesses a good knowledge of ICT and knowledge of Microsoft tools including Azure, Intune and Microsoft office
If you are an internal candidate, you must have discussed your application with your line manager and confirmed with them there are no outstanding issues of conduct or performance. This will be verified prior to shortlisting.
How to apply
You will be required to submit a CV detailing a minimum of five years employment and / or education history, along with a supporting statement of no more than 500 words that demonstrates how you meet the essential criteria detailed in the Person Specification.
You may submit this either as a word document, pdf, or an mp3 (voice note) or mp4 (video), however the word count of your supporting statement should not exceed 500 words no matter which format you choose to present your application.
You may attach separate documents (such as qualifications) should you wish. Your CV and additional documents will be referred to in shortlisting to confirm eligibility (e.g., your current role and any existing qualifications).
Assessment and selection:
The assessment and selection approach will be:
Stage 1
Application & shortlisting (assessment of your supporting statement will be made against the essential criteria of the Person Specification)
Stage 2
Role specific panel interview
Interview with SD Manager and SD Supervisor
Assessments will be made against positive indicators taken from the Code of Ethics and the NFCC Leadership Framework.
Should you wish to have an informal discussion with regards to the role, please contact Vikesh Patel on Vikesh.Patel@essex-fire.gov.uk
This role will be subject to a Disclosure and Barring Service (DBS) check.
Contract: Fixed Term to the 31st of March 2026
Working Hours: 37 hours per week*
Salary: £25,989.00 - £27,694.00 (Pro Rata, Per Annum)
Location: Service Headquarters, Kelvedon Park*
Closing Date: 22nd September 2025
*You will be expected to attend the office 5 days a week and to ensure ECFRS business continuity there may be a requirement to provide cover outside of normal working hours (“Standby”)
The Role
Be the 999 for IT problems!
Just like our crews respond to emergencies, you’ll be the first responder for ICT issues at Essex County Fire and Rescue. As the first point of contact, you’ll handle incoming calls, guide colleagues through fixes using our knowledge base, and escalate more complex incidents to the right teams. You’ll be the calm and reassuring voice that keeps our life-saving technology running smoothly, ensuring frontline teams stay connected when it matters most.
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
Acts as a First Point of Contact to the business and provide ICT support raised by telephone, email or by a user visiting the service desk. Logs all incidents or service requests received in the ITSM Tool.
Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls. Monitors progress of all open calls with appropriate escalation.
Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc.
Ensures that incidents and requests are handled according to agreed procedures. Replace, repair, install or remove hardware/software to fulfil business requirements, this could involve visits to remote sites / locations across the Service.
Monitor service availability and deal with alerts to prevent loss of service using technical expertise and/or escalating to technical teams using the ITSM Tool when resolution cannot be provided by the Service Desk.
Create/change/delete user computer login accounts or application/data access permissions, same with Bespoke accounts ensuring compliance with security protocol using Active Directory and/or required ICT tools.
Record and report to the CMDB owner any changes regarding Configuration Items received by replacement/renewal/repair or gained knowledge received whilst dealing with user support issues.
What Are We Looking For?
We’re looking for someone who enjoys solving problems, helping people, and keeping calm under pressure. As the first point of contact for ICT issues, you’ll need to be a great communicator who can explain technical fixes in a clear and friendly way.
You don’t need to know everything on day one — what matters most is your enthusiasm, willingness to learn, and commitment to providing excellent customer service. Key skills and qualities we value:
A genuine passion for technology and problem-solving
Strong communication and people skills
Patience and a reassuring manner, even when things get urgent
The ability to follow structured processes and use knowledge bases effectively
A team player mindset, with flexibility to support colleagues in and out of hours
If you’re ready to be the “first responder” for IT and play your part in supporting an essential emergency service, we’d love to hear from you.
Eligibility
To be eligible to apply for these opportunities, you must:
Level 2 standard of education (e.g. undergraduate degree) or demonstrating equivalent experience
Possesses a good knowledge of ICT and knowledge of Microsoft tools including Azure, Intune and Microsoft office
If you are an internal candidate, you must have discussed your application with your line manager and confirmed with them there are no outstanding issues of conduct or performance. This will be verified prior to shortlisting.
How to apply
You will be required to submit a CV detailing a minimum of five years employment and / or education history, along with a supporting statement of no more than 500 words that demonstrates how you meet the essential criteria detailed in the Person Specification.
You may submit this either as a word document, pdf, or an mp3 (voice note) or mp4 (video), however the word count of your supporting statement should not exceed 500 words no matter which format you choose to present your application.
You may attach separate documents (such as qualifications) should you wish. Your CV and additional documents will be referred to in shortlisting to confirm eligibility (e.g., your current role and any existing qualifications).
Assessment and selection:
The assessment and selection approach will be:
Stage 1
Application & shortlisting (assessment of your supporting statement will be made against the essential criteria of the Person Specification)
Stage 2
Role specific panel interview
Interview with SD Manager and SD Supervisor
Assessments will be made against positive indicators taken from the Code of Ethics and the NFCC Leadership Framework.
Should you wish to have an informal discussion with regards to the role, please contact Vikesh Patel on Vikesh.Patel@essex-fire.gov.uk
This role will be subject to a Disclosure and Barring Service (DBS) check.
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