Deskside Support Officer

Overview

Are you passionate about technology and delivering exceptional customer service? Do you enjoy solving problems, supporting colleagues, and working in a fast-paced environment where no two days are the same?

We're looking for a Deskside Support Officer to join our ICT team, helping to deliver high-quality end-user computing services across the organisation. This is an exciting opportunity to play a key role in supporting our workforce by ensuring colleagues have the technology, tools and support they need to work effectively.

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 Deskside Support Officer, you will be part of a dedicated ICT team responsible for supporting and maintaining a wide range of end-user devices and services, including laptops, mobile devices and telephony solutions. Working across multiple sites, you will provide both first and second line technical support, helping to resolve hardware and software issues while delivering an outstanding customer experience.

This is a varied and hands-on role that combines technical expertise with customer service. You will support colleagues through device provisioning, onboarding activities, troubleshooting and ongoing support, ensuring services are delivered efficiently and within agreed service levels. You'll also contribute to service improvements, participate in incident and change management processes, and help shape future developments by understanding customer needs and feedback.

If you enjoy problem solving, building relationships with customers, and keeping pace with changing technologies, this role offers an excellent opportunity to develop your skills within a supportive and collaborative environment.

Key Responsibilities

• Provide first and second line support for end-user computing services.
• Deliver laptop, mobile device and telephony provisioning services.
• Troubleshoot and resolve hardware, software and device-related issues.
• Provide face-to-face support, onboarding, guidance and training to users.
• Manage and progress support requests through the service management system.
• Participate in incident, problem and change management activities.
• Escalate complex technical issues where required.
• Support ongoing hardware refresh programmes across the organisation.
• Contribute to service documentation, reporting and performance monitoring.
• Support continuous improvements to customer experience and service delivery.

For a full list of responsibilities, please refer to the Job Description.

Fixed

 As a ‘fixed’ worker, you’ll spend most of your time in the same location, which will likely be a fixed office or location where your role is performed. Typically, you’ll be based in the same location as the rest of your team, because you provide a particular service from that fixed location or need access to information there.

About you

We're looking for a customer-focused and technically capable individual who enjoys helping others and takes pride in delivering a high-quality service. You'll be a proactive problem solver with excellent communication skills, able to build positive working relationships with colleagues at all levels of the organisation.

You'll be someone who remains calm under pressure, demonstrates initiative, and can effectively manage competing priorities in a busy support environment. Attention to detail, strong organisational skills and a collaborative approach will be essential to your success. You'll also be adaptable and enthusiastic about learning new technologies and improving the way services are delivered.

To be successful in this role, you will ideally have:

• Proven experience in a hardware and software support environment.
• Experience providing excellent face-to-face customer service.
• Strong troubleshooting skills across hardware, software, networks and end-user devices.
• Experience working within large networked environments.
• Good knowledge of Microsoft Windows operating systems.
• The ability to communicate effectively with a wide range of stakeholders.
• Strong organisational skills and attention to detail.
• The ability to work both independently and as part of a team.
• GCSE/NVQ Level 3 qualification (or equivalent).
• ITIL Foundation and/or Service Desk Analyst qualifications.

For full details of the knowledge, skills, experience and qualifications required, please refer to the Job Description.

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.

Other information

For more information about this role, please contact Chris Troke at [email protected] for an informal discussion.

Closing date: Midnight on Thursday 20^th August 2026

Interview Date: TBC

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.

Buckinghamshire Council is committed to safeguarding and promoting the welfare of children, young people and adults at risk.

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

• All unspent convictions and conditional cautions

For further information on filtering please refer to Nacro guidance and the guidance published by the Ministry of Justice (see, in particular, the section titled ‘Exceptions Order’).

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.

About the Service Area

ICT comprises of five components – Infrastructure, Applications, Integration, Operations and Commercial Resources. Operating as one team, over 130 staff work together to apply their technical expertise and support 5,500 service users across 150 sites in Buckinghamshire, as well as working closely with strategic partners including the NHS and Bucks Health Trust.

An essential service, ICT acts as a backbone in supporting all teams throughout the council to effectively deliver services to communities and businesses throughout the county, whilst driving forward digital transformation in line with the Council priorities.

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/