ICT Service Desk Officer

Overview

Are you passionate about technology and delivering outstanding customer service? Join our Service Desk team and play a vital role in keeping our organisation connected, supported and moving forward. This is an exciting opportunity to work in a fast‑paced, customer‑focused ICT environment where no two days are the same, and where your skills, initiative and ambition can genuinely make a difference.

We are recruiting a Service Desk Officer (Grade 2–3), offering the chance to develop your career while supporting colleagues across the organisation with their IT needs.

About us

Buckinghamshire Council is a relatively new organisation that combines the strengths and expertise of the previous five councils in the county to create positive change for local people, communities, and businesses. We are firmly focused on the future and have made a clear commitment to serve residents better and to provide stronger representation for Buckinghamshire, both locally and nationally.  

About the role

As a Service Desk Officer, you will be the first point of contact for ICT support, providing a professional, friendly and effective service that consistently exceeds customer expectations. You’ll log, manage and resolve incidents and service requests, taking ownership through to resolution and keeping customers informed every step of the way.

Working with a wide range of applications and technologies, you’ll deliver first‑time fixes where possible and provide second‑line support when required. You’ll investigate, triage and analyse issues, escalate when appropriate, and contribute to meeting key performance targets.

At Grade 3, the role expands to account and access requests, and a greater level of technical responsibility.

You’ll also:

• Deliver support via phone, email and self‑service portal.
• Ensure accurate logging, tracking and closure of incidents and requests.
• Maintain a strong focus on customer care and service improvement.
• Support performance reporting and service monitoring.
• Promote ICT services and work collaboratively with colleagues across the organisation.
• Adhere to corporate policies including data protection, security, health & safety and equality.

This is a busy, varied role that suits someone who enjoys problem‑solving, teamwork and making a positive impact.

About you

You are customer‑focused, technically curious and thrive in a fast‑moving service environment. You take pride in your work, show initiative, and enjoy seeing an issue through from start to finish.

You’ll bring:

• A strong aptitude for IT and technical troubleshooting.
• Excellent communication skills, both written and verbal.
• Experience working in a customer‑facing or service desk environment.
• The ability to stay calm, organised and effective under pressure.
• A collaborative approach and a genuine desire to help others.

ITIL Foundation accreditation is essential, along with GCSE/NVQ Level 3 (or equivalent) education. Service Desk‑related qualifications such as SDA are highly valued, particularly for Grade 3 roles.

Other information

If you would like to find out more, please contact Keith Harding at [email protected]

Closing date: Midnight on Friday 24th April

Interview date: Tuesday 5th May

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

• All unspent cautions and/or unspent convictions

For further information on how long it takes for cautions and convictions cautions to become spent, please refer to our guide on the Rehabilitation of Offenders Act 1974 (updated 2023) | Nacro

We understand that candidates may use AI tools to assist with their applications. While we welcome innovation, we expect all submissions to reflect your own experience, skills, and achievements accurately. Please ensure your application is truthful and demonstrates your personal capabilities, as this will be assessed during the selection process.

Our values and culture

We have a set of values, which our employees have chosen, that represent what we are – Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

• a fair and inclusive culture
• the chance to really make a difference to those around you
• health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
• a unified voice through our Employee Representative Group
• ongoing support, and the opportunity to develop and progress in your career with us
• opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that’s why we’re working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it’s important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and commitments.

We believe our workforce should reflect the diverse communities we service in Buckinghamshire, and are looking for like-minded individuals to join us in promoting equality, fairness, and inclusion for everyone.

We recognise and reward you

Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. We actively encourage a good work-life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.

https://jobs.buckinghamshire.gov.uk/working-buckinghamshire-council/