Service Desk Engineer

Service Desk Engineer 

Technical 3A 

Publish date: 11 August 2025 

Closing date: 25 August at 12 noon 

Salary: £27,269 – £28,624 

Hours: 37 per week

Overview 

West Midlands Fire Service (WMFS) is the second largest fire and rescue service in England, serving an area of 902km square and a population of more than 2.9 million people. 

Our vision is ‘Making the West Midlands safer, stronger and healthier’.  

This vision and the strategic goals outlined in ‘Our Strategy’ are what drives the people, professionalism and pride with which we serve our communities. 

We have an exciting opportunity for a Service Desk Engineer to join our team and work alongside colleagues in the Service Operations team. 

This first line role will be based at our headquarters in Birmingham,but will offer some flexible working. You will need to be a fast learner and show great initiative to develop the knowledge moving forwards to support our end-users.  
 
You will need to be experienced in providing support to users in an Office 365 environment.  In addition, you should have significant experience of supporting users with Windows 10/11. 
 

Responsibilities 

• take ownership of user incidents and service requests to successful resolution, with emphasis on service delivery  

• acknowledge, triage and manage service contacts received via multiple contact channels  

• ensure that all contacts received by Service Desk are recorded within the dedicated ITSM software tool   

• contribute to the ‘Problem Management’ process within Service Operations, ensuring that reoccurring incidents are identified in the incident management process and appropriately passed through to Problem Management   

• liaise with second line support teams to identify resolution for incident and service requests. Where appropriate, reassign tickets to second line for technical resolution  

• liaise with third party providers to ensure incidents are resolved in line with their Service Level Agreement  

• manage and deliver key service rollouts/upgrades of hardware and software. 

Experience and skills 

Essential  

• knowledge of supporting Microsoft Operating systems, Windows 10/11 

• knowledge of supporting Office 365 

• ability to produce both technical and user documentation 

• self-motivated and conscientious, with excellent attention to detail 

• a can-do, proactive attitude with a passion for delivering excellent service delivery 

• able to work flexible hours on a shift rota basis, often supporting short notice changes 

• problem solving - ability to listen and analyse information, to facilitate technical solutions 

• ability to work proactively in a customer-focused team 

• ability to work in a fast-paced, pressured environment with minimal supervision. 

Desirable  

• experience of using cloud-based automatic call distribution systems 

• ability to manage calls in line with established Service Level Agreements 

• proactive in analysing trends, to identify root causes and solutions 

• experience in an IT support or customer service environment 

• knowledge of Active Directory and Microsoft 365 Admin Center 

• experience of supporting mobile telephony/smartphones 

• a technical background with a relevant ICT qualification, eg ITIL v4 Foundation, A+, MCP. 
    

Benefits 

We offer a friendly working environment and benefits including: 

• flexible and agile working arrangements 

• free, on-site gym facilities 

• free, on-site parking. 

• We also offer access to an in-house occupational health (OH) facility, including OH health and fitness advisors, sports therapists, physiotherapists, cognitive behavioural therapy practitioners and counsellors. 

• In addition, employees have access to: 

• 24/7 Employee Assistance Programme 

• wellbeing programmes 

• ‘blue light’ discounts across many retailers, through partner schemes 

• Sports and Welfare scheme (for a small fee), with access to discounted products and services. 

Diversity 

We welcome applications from all eligible candidates. However, as women and Black and minority ethnic employees are currently under-represented in our service, we particularly encourage applications from these groups. 

WMFS is committed to safeguarding and promoting the welfare of children, young people and adults. We expect the same of every staff member.  

Successful candidates will be subject to necessary pre-employment checks, including - where applicable - relevant level Disclosure and Barring Service (DBS) check, qualifications, medical clearance, identity and right to work. All applicants will be required to provide two suitable references.  

How to apply 

Send your CV, detailing previous experience to outline your suitability for the role.