At a Glance
- Tasks: Provide first-line IT support and assist users with technical queries.
- Company: Join a dynamic team within the Fire & Rescue Service.
- Benefits: Competitive salary, hybrid working, and full training provided.
- Other info: Great opportunity for growth in a supportive environment.
- Why this job: Kickstart your IT career while making a difference in your community.
- Qualifications: Strong communication skills and a willingness to learn are essential.
The predicted salary is between 29071 - 29071 £ per year.
Starting Salary: £26,427 progressing to £29,071 per annum (pro rata for part time)
Hours: Part Time – 30 hours per week. 5 days 08:00 – 14:30
Location: Based in Stevenage with Hybrid working with travel across Hertfordshire from time to time
Contract Type: Permanent
Directorate: Community Protection
About the team
The IT Service Desk Analyst is the first point of contact for all IT‑related queries within the Fire & Rescue Service. The role supports operational and non‑operational staff across stations, headquarters, control, and specialist departments. This includes handling calls, emails, and service desk tickets, logging incidents and service requests with accurate detail, performing initial triage, and ensuring users receive clear, timely updates. The analyst will follow IT processes, maintain knowledge articles, update asset records, liaise with suppliers, and assist with basic administrative and financial tasks.
Experience with service desk systems and ITIL is desirable; however, full training will be supplied for the successful candidate — full training will be provided on our ServiceNow platform and ITIL practices for the right candidate.
About the role
As a 1st Line IT Service Desk Administrator, you will be the first point of contact for users requiring IT support, delivering a professional, customer-focused service across phone, email, and service desk channels. You will play a key role in ensuring incidents and service requests are logged with the relevant information, providing first-line troubleshooting, maintaining clear communication with users, and escalating issues to specialist teams where necessary. Working within an IT support environment, you will manage tickets throughout their lifecycle, maintain accurate records, and help ensure service levels are met.
You will also support the administration of IT assets and equipment, maintain knowledge base articles and documentation, and assist with routine operational tasks such as user account provisioning, equipment preparation, and service monitoring. In addition to providing technical support, you will contribute to the smooth running of the IT service by supporting purchasing and financial administration activities, including raising purchase orders, tracking IT equipment and services, and maintaining accurate records of orders and invoices. You will work closely with colleagues, suppliers, and stakeholders to ensure a high standard of customer service and continuous improvement across IT processes.
This role would suit someone who enjoys helping people, has strong communication and organisational skills, can follow structured processes, and is keen to develop their technical knowledge and IT support experience. Previous experience with service desk or ticketing systems is desirable but not essential as full training will be provided, including on our ServiceNow platform, IT processes, and supporting technologies.
About you
- Must hold a valid UK driving licence
- Ability to communicate effectively to a wide audience
- Able to assess situations quickly and take appropriate action
- Experience of providing 1st line IT service desk support
- Knowledge of raising purchase orders
- Experience in taking minutes and using MS Teams
- Experience of Asset management
- ITIL foundation v4
- Knowledge of using Service Now
- Experience in SAP
- Knowledge of Fire and Rescue services and processes
Don't Let Experience Hold You Back
While this advert may appear to be aimed at candidates with previous IT experience, we recognise that great people come from a variety of backgrounds. If you don't meet every requirement listed, or you've never worked in an IT role before, we would still encourage you to apply. We're looking for individuals with strong customer service skills, a willingness to learn, and a positive attitude. Full training and support will be provided, making this an excellent opportunity for someone looking to start a career in IT or transition into the Fire & Rescue sector.
If you're enthusiastic about helping people, solving problems, developing new skills, and making a difference to the community we protect, we'd love to hear from you. We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.
This job role is Level 6.
We reserve the right to close the job advert early in the event the applications exceed capacity. Please consider submitting your application in a timely manner.
To hear more about this opportunity please contact Sara Sissens or Chris Nayler for an informal discussion about the role.
Additional information
We are changing Hertfordshire County Council is undergoing Local Government Reorganisation (LGR), creating a unique opportunity to help shape the future of local services.
Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.
Safeguarding
This role has been identified as requiring a Disclosure & Barring Service (DBS) check.
Driving required
You’ll need to have the ability to drive and/or travel around Hertfordshire, either using your own mode of transport or a company car to travel to other locations.
English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.
1st Line IT Service Desk Administrator in Longfield employer: Hertfordshire CC
Hertfordshire CC offers a supportive and collaborative work environment, focusing on delivering high-quality services to children and adults in the community. Employees benefit from competitive salaries, opportunities for professional growth, and the chance to make a meaningful impact in people's lives. The organization values relationship-based support, ensuring that staff feel valued and empowered in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Service Desk Administrator in Longfield
✨Get Involved in Local IT Meetups
One of the best ways to land a part-time gig in IT consulting is to dive into local tech meetups or industry events. These gatherings are goldmines for networking and can put you in touch with potential employers looking for fresh talent like you!
✨Join Online Communities & Forums
Check out online platforms such as Reddit, Stack Overflow, or even specific Facebook groups focusing on IT consulting. Engaging in discussions there can help you build a reputation and might even lead you to part-time opportunities shared by members.
✨Showcase Your Skills on GitHub or a Personal Blog
Don’t shy away from showcasing your technical skills! Create a GitHub repository or write blog posts about your consulting projects. This not only builds your portfolio but also demonstrates your capability to Hertfordshire CC when you apply for the 1st Line IT Service Desk Administrator role.
✨Apply Through Hertfordshire CC's Website
Make sure you apply through Hertfordshire CC's website. Part-time roles can sometimes fly under the radar, so don’t hesitate to follow up with a connection to express your interest. We’re here to help you get your foot in the door!
We think you need these skills to ace 1st Line IT Service Desk Administrator in Longfield
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, it's crucial to highlight your technical skills and tools you're familiar with. Make sure your CV lists relevant programming languages, software tools, and any specific methodologies like Agile or Scrum that you've worked with. This shows you're not just theory, but you can handle the practical side too!
Include Real-World Projects:If you've done any consulting projects—be it through internships, university, or freelance work—include them in your application. Describe the challenges you faced, the solutions you implemented, and the actual impact of your work. This kind of hands-on experience speaks volumes to potential employers like Hertfordshire CC.
Tailor Your Application for Part-Time:Since this is a part-time role, emphasise your time management skills in your cover letter. Explain how you can balance your studies or other commitments alongside the job. We're looking for someone who can be flexible yet dedicated, so make that clear!
Convey Your Passion for Consultancy:In your application, share why you’re interested in IT consulting specifically. Talk about any relevant experiences that sparked your passion for guiding businesses through tech challenges. Your enthusiasm will stand out and resonate with the values of Hertfordshire CC, showing that you're a good fit.
How to prepare for a job interview at Hertfordshire CC
✨Brush Up on Your Tech Stack
For a part-time role in IT consulting, it’s essential to be up to speed with the tools and technologies commonly used in the industry. Make sure you can talk confidently about your experience with systems, programming languages, or software relevant to the projects Hertfordshire CC is tackling.
✨Demonstrate Your Problem-Solving Skills
Expect to face scenario-based questions that assess your analytical skills. Be ready to tackle case studies or real-world problems that the company has faced, articulating your thought process clearly. We should think of examples that highlight our problem-solving abilities in previous roles or projects.
✨Show Your Flexibility and Adaptability
Part-time positions often require us to juggle multiple tasks and schedules. Be ready to discuss times when you successfully managed conflicting priorities, and how your approach to adaptability can benefit Hertfordshire CC. Let’s show them we can handle diverse challenges on a flexible basis!
✨Have a Portfolio Ready
While we might not be going for a full-time gig, having a portfolio of our work can give us an edge. Pull together case studies, project summaries, or client feedback that showcase our consulting prowess, and have it ready to share during the interview. Presenting concrete evidence of our capabilities can really set us apart!
