onsite
Service Desk Engineer - West Midlands Fire Service
Software Engineer
Provide first‑line technical support for end‑users, handling incidents, requests and service requests using ServiceNow, Windows environments and networking tools while delivering excellent customer service.
About the role
Key Responsibilities
- Serve as the initial point of contact for all IT incidents and service requests, logging and resolving tickets in ServiceNow.
- Troubleshoot and resolve hardware, software, and network issues on Windows workstations and laptops.
- Manage user accounts, permissions, and group policies in Active Directory.
- Utilise PowerShell scripts to automate routine tasks and improve service efficiency.
- Escalate complex problems to second‑line support following ITIL incident management processes.
- Maintain clear communication with users, providing status updates and documenting resolutions.
Requirements
- Proven experience in a service desk or first‑line support role, preferably within a public sector environment.
- Strong knowledge of Windows operating systems, Active Directory, and basic networking concepts (TCP/IP, DNS, DHCP).
- Familiarity with ITIL best practices and ticketing platforms such as ServiceNow.
- Ability to write and modify PowerShell scripts for automation and troubleshooting.
- Excellent communication and customer service skills, with a proactive problem‑solving attitude.
Skills
itilwindows serveractive directoryservicenow