ICT Second Line Service Desk Technician

Location: Rivenhall

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.

• 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 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 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).
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.
You can find the NFCC Leadership Framework here:  ()
And guidance around the Code of Ethics here:
Core Code of Ethics England Guidance May 21 V0.pdf ()
Guidance on…