Service Desk Officer

Overview

Do you enjoy solving problems, helping people and making a real difference every day? If you're passionate about delivering excellent customer service and have a knack for technology, this could be the perfect opportunity for you.

As a Service Desk Officer, you'll be the first point of contact for colleagues and customers, providing expert support across a range of IT services and systems. Working as part of a busy and supportive team, you'll help keep services running smoothly by resolving incidents, fulfilling requests and delivering a first-class customer experience.

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

Working within our IT team, you'll combine your technical aptitude with strong customer service skills to deliver solutions that exceed expectations. You'll have the opportunity to develop your knowledge across a broad range of technologies while gaining valuable experience in service management processes, problem resolution and continuous service improvement. If you enjoy working in a fast-paced environment, collaborating with others and finding practical solutions to challenges, you'll thrive in this role.

Key Responsibilities

• Respond to and manage incidents, service requests and customer enquiries via phone, email and self-service channels.
• Investigate, troubleshoot and resolve technical issues, escalating where appropriate.
• Monitor, track and communicate progress on incidents and requests through to successful resolution.
• Support service improvement activities, performance monitoring and the promotion of IT services.

For a full list of responsibilities and duties, 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 someone who is customer-focused, proactive and enjoys helping others. You'll be naturally curious, with strong problem-solving abilities and the confidence to take ownership of issues from start to finish. Equally comfortable working independently or as part of a team, you'll be organised, adaptable and able to remain calm when working under pressure

To be successful in this role, you'll bring excellent communication skills and a passion for delivering outstanding service. You'll have experience working in a customer-facing environment and be comfortable handling queries, troubleshooting issues and managing competing priorities. A good understanding of technical concepts and a willingness to learn new technologies will be essential, alongside strong attention to detail and a positive, can-do attitude. Previous experience within a service desk, technical support or service management environment would be advantageous. Relevant qualifications such as GCSE/NVQ Level 3 (or equivalent), and an ITIL Foundation accreditation is essential.

For full details of the 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 Keith Harding at [email protected] for an informal discussion.

Internal Closing date: 25th October 2026

Interview Date: 30^th October October 2026

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

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

Our Service Desk team has a varied and rewarding role where no two days are quite the same. You'll play a key part in ensuring customers receive timely, effective support, taking ownership of incidents and service requests from initial contact through to resolution. Whether you're troubleshooting technical issues, assisting colleagues with IT access, or helping users navigate systems and services, you'll be making a tangible impact across the organisation.

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/