Service Desk Engineer

Technical 3A

Publish date: 26 June 2026

Closing date: xx xxxx 2026

Salary: £28,142 – £29,540

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
a technical background with a relevant ICT qualification, eg ITIL v4/5 Foundation, A+, MCP.
experience of supporting mobile telephony/smartphones.

Benefits

We offer a friendly working environment and benefits including:

flexible and agile working arrangements
on site free gym facilities
free parking

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

We offer enhanced family leave benefits including 52 weeks full paid maternity and adoption leave.

In addition, employers have access to:

24/7 Employee Assistance Programme
Wellbeing programme
Blue Light discounts across many retailers through partner scheme
Sports & Welfare scheme (for a small fee) - with access to discounted products and services.
We offer enhanced family leave benefits including 52 weeks full paid maternity leave and adoption leave.

Diversity

We welcome all applications from 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.

How to apply

Please complete the online application and attach your CV, detailing previous experience to outline your suitability for the role.

Please note that this role was advertised in April 2026. If you applied for this role in April please do not apply.

Questions

If you have any questions about the role, or would like an informal discussion, please contact Iain Bratt on 07483 679099 or by email at iain.bratt@wmfs.net

Job Summary

Service Desk Engineer

Benefits

Job Type

Description

Skills