Service Desk Technician - Chelmsford

As a 1st Line Support Technician, you will be the first point of contact for technical issues-resolving incidents and service requests related to hardware, software, and connectivity. You'll also provide in-person support for users at various client locations, including:

• Offices
• Courts
• Custody suites
• Prisons
• Government secure sites
• Other operational service sites

Support will include everything from basic PC and printer troubleshooting to software and connectivity issues involving switches, firewalls, and WAN connections. You'll also assist with bespoke applications and contribute to the service desk function by logging, tracking, and escalating issues as required.

Key Responsibilities

• Act as the first line of support, logging and resolving IT incidents and service requests
• Provide deskside support for hardware, software, and peripheral issues
• Troubleshoot basic networking issues including switches, firewalls, and connectivity
• Maintain accurate records of work, solutions, and asset movements
• Ensure all tools, spares, and software are prepared before site visits
• Escalate complex issues to 2nd/3rd line or specialist teams as needed
• Keep the internal knowledgebase updated with common issues and solutions
• Assist with procurement and logistics of IT hardware to various locations
• Follow ITIL v4 support practices (training provided)

Do you have a valid Driving License license?, Do you have experience in Windows?, Do you have a GCSE?, JWPM is seeking a proactive and technically capable 1st Line IT Deskside Support Technician to deliver front-line technical assistance to users across a range of operational sites. This is an office-based role in Chelmsford with occasional travel to other locations as needed., Essential:

• Previous experience in 1st line IT support or service desk environment
• Good knowledge of Windows operating systems and Microsoft Office products
• Familiarity with PC and printer troubleshooting
• Basic understanding of networking and TCP/IP protocols
• Strong problem-solving and customer service skills
• Able to work independently and manage time effectively
• Full, clean UK driving licence and access to your own vehicle
• Willingness to undergo and maintain security vetting (DBS, NPPV Level 3, HMPPS Cat A)

Desirable:

• Knowledge of Microsoft Azure, Meraki, SentinelOne, or SuperOps
• Experience with scripting (PowerShell/CMD)
• Previous experience in public sector or justice-related environments
• ITIL V4 Foundation certification or equivalent
• Additional IT certifications (e.g., MCP, MCDST, CCNA)
• Education and Qualifications:
• GCSE (or equivalent) in English and Mathematics
• IT-related qualification or relevant support experience
• Awareness of ITIL best practices
• Customer service training or certification (desirable)

Pulled from the full job description

• Sick pay
• Company pension