ICT Second Line Service Desk Technician

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

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.

• 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.
• Log all incidents or service requests received in the ITSM Tool following agreed procedures.
• Log and actions alert 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.

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.

• A strong passion for technology and a logical, methodical approach to problem‑solving.
• Excellent communication skills, with the ability to support users confidently and clearly.
• Patience and a calm, reassuring manner, even during high‑pressure or time‑critical incidents.
• Confidence in following structured processes, documenting work, and using knowledge bases effectively.
• A collaborative, team‑focused attitude, with the flexibility to support colleagues when required.
• A full driving licence, with the ability to travel to sites when required (Work vans are provided for business use).

If you are an internal candidate, you must have discussed your application with your line manager and confirmed there are no outstanding issues of conduct or performance. This will be verified prior to shortlisting.

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 600 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).