ICT 2nd Line Service Desk Technician
12 Month Fixed Term
Working Hours: 37 hours per week
Salary: Grade 5 £28,770 – £31,364
Location: Kelvedon Park
Closing Date: 22/04/2024
We have a fantastic opportunity for someone who wants to be part of a great support team that enables our firefighters to keep the people of Essex safe and well. We are looking for a well-rounded person who is responsible, accountable, and professional. You need to be able to work effectively in a team environment with good communication skills.
You will be an experienced ICT Service Desk Technician with evidence of strong ITIL Service Management Skills, predominantly Incident Management and Service Request. You will be able to work autonomously and understand the broader view of work in the department plan, as well as managing activities on a busy Service Desk. You will take ownership of the tickets assigned to you and ensure they are handled in line with agreed processes and procedures aligning to ITIL best practice.
Main Duties and Responsibilities: (Role Profile)
Support core business hours between 8:00am and 5:00pm
Travel to remote sites using company vehicle when necessary to carry out local repairs/installations of ICT equipment, including docking stations and VoIP handsets.
Support the Service Desk by acting as a Single Point of Contact to the Business in response to Service Requests and Incidents.
Log all Incidents or Service Requests received in the ITSM Tool following agreed procedures
Triage reported Incidents and make initial diagnosis before carrying out known solutions where applicable. Aim to resolve Incidents at 1st/2nd line by using remote access tools where necessary.
Respond to customers 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.
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 passing on full triage information utilising the ITIL framework.
Create, maintain and publish relevant support documentation in order to assist colleagues in the quick resolution of their incidents and service requests and enable users to become more self-sufficient, providing advice and guidance on best practice within a defined range of requests.
Maintain CMDB records in line with agreed process.
The ICT 2nd Line Service Desk Technician will have the following attributes: (Person Specification)
Previous experience providing IT support on a similar level
Strong knowledge of IT hardware
Logical thinking and troubleshooting skills
Ability to build and set up desktops, laptops, tablets and VoIP phones
Knowledge of networking technologies – LAN/WAN/Wi-Fi
Previous experience working with Windows operating systems
Active Directory experience (including Azure)
Ability to build and deploy mobile devices
Working within an ITIL environment
1st line support knowledge of MFP printers
Knowledge of Intune will be advantageous.
Knowledge of using and supporting Microsoft Teams and O365 products
How to Apply
You should express an interest for the role by clicking Apply in Cornerstone (recruitment portal). Please submit your CV.
You may attach separate documents (such as qualifications) should you wish, though your additional document will only be referred to in shortlisting to confirm eligibility (e.g., your current role and any existing qualifications).
Our Culture and Benefits
Here at Essex County Fire and Rescue Service we are committed to prioritising and promoting the wellbeing of our employees.
You can find out more about our benefits at https://www.essex-fire.gov.uk/recruitment/benefits
Disability Confident
We are an equal opportunities, Disability Confident, employer who welcomes applications from everyone and values diversity in our workplace. A commitment to promoting diversity and developing a work environment where all staff are treated with dignity and respect is central to our recruitment process and all applications will be considered solely on merit.
As part of our offer to support all our candidates to perform to the best of their abilities during our recruitment and selection processes and we would like to let you know about a couple of support options you can access, should you wish to, including our employee forums, who are keen and willing to support all of our potential colleagues.
Our employee forums and partners include:
Asian Fire Services Association (AFSA), BEING (our LGBTQ+ employee support network), Christian Fellowship, Ethnic Minority Forum, Men’s Forum, and our Women’s Forum. In addition, we also have a female firefighters operational group.
Further to the above, the Service has a Digital Accessibility Inclusion Group (DAIG) that supports all colleagues to improve their digital skills and provides additional support and guidance to colleagues with neurodivergent strengths and struggles as a result of dyslexia, ADHD, Autism, dyspraxia etc. We want everyone to thrive at work, and so we encourage and enable people to access digital tools to help them perform at your best. The DAIG is a group of colleagues from across the Service that unite to support others as a result of their lived experience and desire to make a difference. They support people with a range of visible and invisible disabilities to identify and access digital workplace adjustments and solutions and may be able to assist with your application too.
Should you wish to discuss support, or access further information, from one of these groups, please contact Equality.Diversity@essex-fire.gov.uk
You are also able to raise any queries or requests for support, including any adjustments you may require, at any stage of the process by email to recruitment@essex-fire.gov.uk
You can find out more about Essex County Fire & Rescue Service via www.essex-fire.gov.uk and about our vacancies and application processes via www.essex-fire.gov.uk/join-essex-fire
Safeguarding
Essex Police, Fire and Crime Commissioner Fire and Rescue Authority is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.
It is our policy to require all applicants for employment to disclose if you are currently being investigated by any regulatory body or have any decisions or sanctions pending or in progress in respect of your suitability to work for the Service.
You agree to inform the Service within 24 hours if you are subsequently investigated by any agency or organisation in relation to concerns about your behaviour towards children, young people or vulnerable adults.
The information you provide will be treated as strictly confidential and will be considered only in relation to the appointment for which you are applying.
This role will be subject to a Disclosure and Barring Service (DBS) check.