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, £27,694.00
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.
You can find the NFCC Leadership Framework here: )
And guidance around the Code of Ethics here:
Core Code of Ethics England Guidance May 21 )
Should you wish to have an informal discussion with regards to the role, please contact Vikesh Patel on
Vikesh.-
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
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.
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.-
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
-
You can find out more about Essex County Fire & Rescue Service via and about our vacancies and application processes via