ICT Helpdesk Technician
Role details
Job location
Tech stack
Job description
Derbyshire Fire & Rescue Service is seeking a proactive and customer-focused ICT Helpdesk Technician to join our ICT Service Delivery team. This role is pivotal in providing first-line ICT Support to our workforce and play a key part in ensuring our mission-critical IT services remain secure, reliable, and high-performing. You'll work closely with colleagues to resolve complex issues and contribute to the continuous improvement of our ICT services. Key Responsibilities
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Provide initial support for all incidents and service requests, ensuring accurate logging and classification in the ITSM system.
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Resolve issues where possible during first contact; escalate promptly according to SLAs with full diagnostic information.
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Support installation, configuration, troubleshooting, and maintenance of IT end-user systems, including hardware, software, networking, and user accounts.
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Assist with bespoke and proprietary systems alongside standard technologies.
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Liaise with third-party suppliers and internal stakeholders for installations, upgrades, and maintenance.
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Contribute to IT security by responding to threats and breaches and supporting contingency arrangements.
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Participate in ICT projects, scheduled station visits, and knowledge base development.
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Maintain accurate asset records and assist with equipment refresh cycles and WEEE-compliant disposals.
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Ensure compliance with ITIL best practices, organisational policies, and relevant legislation. Essential Skills, Abilities & Knowledge
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Ability to diagnose and resolve complex IT issues methodically.
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Working knowledge of IT infrastructure, end-user hardware/software, servers (Windows), endpoints (Windows/Linux), virtualisation (VMware/Hyper-V), and cloud environments (Azure/AWS).
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Familiarity with ITSM systems, networking, security, telephony, and business continuity solutions.
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Experience collaborating within multi-disciplined IT teams and with external partners.
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Strong understanding of confidentiality and data protection requirements.
Requirements
Level 3 qualification Eg. 'A' Level, or advanced apprenticeship, or level 3 NVQ in an IT related subject in IT or equivalent experience. GCSEs in English and Maths (Grade A*-C or 9-4). Evidence of continuous professional development. Other Requirements Full driving licence and ability to travel across the county. Willingness to work outside normal office hours by prior agreement. Ability to satisfy police security vetting and medical clearance.
Benefits & conditions
Join us and you will be working in a varied and rewarding role, as part of a supportive team, helping to keep our critical IT systems running smoothly for a service that saves lives. What We Offer in Return: We believe in rewarding our people with more than just a salary. Here's what you can expect when you join us: Flexible working hours. Agile working (60% office based) Family friendly policies. Annual Leave entitlement of 25 days Free, secure on-site car parking. Health & wellbeing services, including free access to gyms at Derbyshire Fire & Rescue Service locations. Employee discount scheme (Boost) and eligibility to apply for Blue Light Card. Employee support networks. Enhanced Maternity Pay (subject to meeting eligibility criteria). Occupational Sick Pay subject to length of service Ongoing training and development opportunities. Eligibility to join the Local Government Pension Scheme with generous employer contributions. Eligibility to join Additional Voluntary Contributions (AVC) offering highly beneficial tax advantages.
